Organizational Values and Work Values: a study with call center operators

Abstract

This study analyzes how organizational values and work values are shaped among operators in a call center, located in Belo Horizonte, Minas Gerais, Brazil. The analysis in such a workplace, permeated by idiosyncrasies, was conducted by means of field research, descriptive, through quantitative and qualitative approaches, characterizing a methodological triangulation. Data from 399 questionnaires were addressed statistically and those from 22 interviews underwent the content analysis technique. As for the organizational values, a predominance of the value “compliance” was noticed, a fact that may be understood because this type of organization is recognized for observing predefined behavioral rules, attitudes, and models. Regarding work values, the results related to “stability” and “working achievement” stand out, since they are values involved in the search for security, acquired through a job, and for pleasure and personal and professional fulfillment, respectively. The study examined two constructs that have not been investigated together before and it also contributed to grasp peculiarities of the type of company addressed. In addition, triangulation allowed us to observe discrepancies between data collected by using differential techniques, something which encourages us to continue and extend the research, both concerning the themes focused and the contexts under analysis.

Keywords:
Organizational Values; Work Values; Call Center.