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“¿Cuánto Tiempo Trabajaremos Aquí?” Antigüedad En La Organización Y Características De Los Contratos Psicológicos En Empleados De Call/contact Centers

Carlos-María Alcover, David Martínez-Íñigo, Fernando Rodríguez-Mazo
Published 2005 · Psychology, Sociology

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Resumen En los últimos años, a la rápida expansión del sector de los call/contact centers (C/CC) se ha asociado la imagen de lugares de trabajo que ofrecen unas condiciones precarias, caracterizadas por la temporalidad, los bajos salarios, unas tareas rutinarias y un elevado control del rendimiento. Sin embargo, el desarrollo de sus actividades les obliga a prestar servicios cada vez más cualificados y complejos, lo que exige una fuerza de trabajo que responda a esta necesidad. En este contexto, se ha considerado que el contrato psicológico (CP) puede resultar un instrumento útil para estudiar si dichas condiciones permiten el establecimiento y desarrollo de orientaciones relacionales o solo transaccionales. Teniendo en cuenta la antigüedad en la organización, en este estudio se han analizado las dos orientaciones mencionadas del CP. Los resultados señalan que la orientación relacional disminuye progresivamente durante los primeros años de contrato hasta llegar a los cinco años de antigüedad, momento a partir del cual la tendencia se invierte, aumentando hasta superar el nivel inicial. De manera inversa, la orientación transaccional aumenta paulatinamente durante los cinco primeros años y a partir de entonces disminuye hasta quedar por debajo del nivel que presentaba al comienzo del contrato. Estos resultados permiten discutir acerca de las implicaciones que los cambios en las orientaciones de los contratos psicológicos pueden tener para los responsables de la gestión de los trabajadores en las empresas del sector de C/CC.
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