The relationship between employee perception of organizational climate, work stress and job satisfaction : A study in call centers

Objective of this study is to understand organizational climate and work stress, to analyze the employee perception of organizational climate and work stress and to explain the influence of the organizational climate and work stress on employee? s job satisfaction level in call center sector.180 call center agents participated to the study. Data were collected by a questionnaire that was composed of organizational climate, work stress and job satisfaction scales and 61 questions. Organizational climate and work stress are treated as independent variables and job satisfaction is treated as dependent variable.Results of data analyses show that there is a positive relationship between organizational climate and job satisfaction, and there is a negative relationship between work stress and job satisfaction. Also, there is a negative relationship between organizational climate perception and work stress of employees. At the same time in call centers, organizational climate makes a positive contribution and work stress makes a negative contribution to job satisfaction. Concerning the difference between demographic factors in terms of job satisfaction, only difference was found between age. There is no significant difference between the other demographic factors with regard to job satisfaction.