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http://hdl.handle.net/10609/128906
Title: | Prácticas de Recursos Humanos y satisfacción laboral en QCM Contact Center S.L. Propuesta de intervención para una PYME del sector Contact Center |
Author: | Majey Hernández, Diana Alexandra |
Tutor: | Patras, Luminita |
Abstract: | The interdependence of Human Resources practices and job satisfaction in the Contact Center sector is a fertile and relevant field of study on a social and academic level. For this reason, the purpose of this study was to design a Human Resources internship program that took into account the particularities of the study subject - QCM CC -, in order to favor the job satisfaction of the company's personnel. Through a mixed methodological design (qualitative and quantitative) that included semi-structured interviews and multi-item questionnaires that were subsequently treated with correlation analysis and multiple linear regression, it is found that Human Resources practices positively affect satisfaction QCM CC staff. The study concludes, first, that it is necessary to take into account the age variable - among others - to study the job satisfaction of a work team. And second, that based on the qualitative and quantitative results, a specific intervention program was designed for two of the five traditional Human Resources practices: (1) education and training and (2) performance evaluation; This, without a doubt, does not imply neglecting the other three practices. |
Keywords: | satisfacción laboral human resources job satisfaction intervention program |
Document type: | info:eu-repo/semantics/masterThesis |
Issue Date: | 17-Jan-2021 |
Publication license: | http://creativecommons.org/licenses/by-nc-nd/3.0/es/ |
Appears in Collections: | Treballs finals de carrera, treballs de recerca, etc. |
Files in This Item:
File | Description | Size | Format | |
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dmajeyTFM0121memoria.pdf | Memoria del TFM | 1,53 MB | Adobe PDF | View/Open |
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