ABSTRACT The article examines job satisfaction in 21 Italian call centres. The results of research carried out on 1715 handlers indicate how dissatisfaction prevails among call centre representatives (CCRs) and how it is influenced by aspects related to some organisational characteristics (service delivered, size and organisational typology), on one side, and to different aspects of working conditions (contract, wage and tenure) and participants’ biographical and working profiles of CCRs (gender, age, educational attainment), on the others. However, the most interesting finding emerges by distinguishing different dimensions of job satisfaction (extrinsic and intrinsic-relational). In particular, the relationship between type of contract and job satisfaction is rather interesting. For non-permanent workers, in fact, the probability of being dissatisfied is decidedly greater if we consider the extrinsic dimension of job satisfaction. Instead, when the intrinsic-relational dimension is taking into account, atypical workers are no more dissatisfied than the permanent ones. Job insecurity and limited perspectives in terms of work alternatives, safeguards and rewards, seem to be the source of greatest dissatisfaction for Italian CCRs. This certainly does not surprise considering the Italian development model and its dualistic labour market, highly segmented between insiders and outsiders.

中文翻译：

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意大利的呼叫中心和工作满意度：就业条件和社会传记模式

摘要 本文考察了 21 个意大利呼叫中心的工作满意度。对 1715 名处理人员进行的研究结果表明，呼叫中心代表 (CCR) 的不满程度如何，以及它如何受到与某些组织特征（服务提供、规模和组织类型）相关的方面的影响，一方面，不同方面工作条件（合同、工资和任期）以及 CCR 参与者的履历和工作概况（性别、年龄、教育程度）等。然而，最有趣的发现是通过区分工作满意度的不同维度（外在和内在关系）而出现的。尤其是合同类型与工作满意度之间的关系非常有趣。事实上，对于非正式员工来说，如果我们考虑工作满意度的外在维度，不满意的可能性肯定会更大。相反，当考虑到内在关系维度时，非典型工人并不比永久工人更不满意。工作不安全和在工作替代、保障和奖励方面的有限观点似乎是意大利 CCR 最不满的根源。考虑到意大利的发展模式及其二元劳动力市场，内部人员和外部人员之间高度分割，这当然不足为奇。工作不安全和在工作选择、保障和奖励方面的有限观点似乎是意大利 CCR 最不满的根源。考虑到意大利的发展模式及其二元劳动力市场，内部人员和外部人员之间高度分割，这当然不足为奇。工作不安全和在工作选择、保障和奖励方面的有限观点似乎是意大利 CCR 最不满的根源。考虑到意大利的发展模式及其二元劳动力市场，内部人员和外部人员之间高度分割，这当然不足为奇。