Application of Herzbergs Theory in the BPO Industry: Identification of Hygiene Factors and Motivators
Published: 2011
Author(s) Name: Santoshi Sengupta, Aayushi Gupta
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Abstract
Motivation and related issues have always been relevant
and significant in studying the patterns of individual
performance and efficiency in a given job profile. In the
BPO industry, where unusual working hours, stress and
burnout, low perceived value of the job is quite common, all
this results in swelling dissatisfaction among the
employees that brings down their motivational level. The
factors that enhance their level of motivation are quite
different from the factors that cause dissatisfaction. This
paper studies the application of Herzberg’s Theory of
Motivation on 60 BPO professionals in various BPO firms
in the National Capital Region of India. It studies the
practical approach of the subject matter and explores the
constituents of ‘motivators’ and ‘satisfiers’. The findings
are thoroughly discussed and interpreted in the light of the
BPO firm.
Keywords: BPO, Herzbergs Theory, Motivation, Satisfiers,
Motivators.
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