A Sequential Explanatory Study on the Role of Perceived Fair Interpersonal Workplace Treatment and Organization-Based Self-Esteem on the Innovative Work Behavior of Call Center Agents in Metro Manila

Abstract

The Business Process Outsourcing industry in the Philippines is without a doubt a huge force in the country, both economically and socially. The industry alone provides jobs for over half a million Filipinos as of 2013. Given the prominence of this field comes the need to know more about the nature of its workplace, especially contact centers who provide a bulk of the services offered by local BPO companies. Hence, a sequential explanatory method of research was constituted to provide information on the current workplace treatment, self-esteem, and work behavior present in call center agents in Metro Manila. A questionnaire was developed from adapted and validated scales and was analyzed through various methods of statistical analyses to determine the relationship of these three variables. After which, semi-structured interviews were conducted to five respondents, three of which were survey participants while two were professionals knowledgeable about the BPO industry in the country. In conclusion, results from data collection reveal that call center agents exhibit high levels of perceived fair interpersonal workplace treatment, organization-based self-esteem, and innovative work behavior. Apart from this, data also revealed that one’s organizational-based self-esteem and marital status are significant determinants of innovative work behavior.