Scholarly record

VALIDATION OF TEAM TRUST QUESTIONNAIRE FOR CALL CENTRE EMPLOYEES IN PORTUGAL

Leonor Pais, Cristina Souza de Castro, Lisete dos Santos Mendes Monico

Abstract

The objective of this work is to contribute to validation studies of the Team Trust Questionnaire in a call centre environment. According to Costa and Anderson [1] trust can be understood as a collective phenomenon, and at a team level can be conceptualized as “a latent construct based on the individual’s own propensity to trust others on the perceived trustworthiness of the other team members” (p. 5). Eighteen hundred employees in a call centre service provider in Portugal answered the Questionnaire (32.1% male; 56.9% female; M = 31.12 years, SD = 8.91). We performed confirmatory factor analysis of the model proposed by the authors. Model 1 showed standardized regression weights lower than .30 in items 5, 16 and 17, which were eliminated in Model 2. Due to modification indexes higher than 130 indicating problems of local adjustment, in Model 3 we correlated measurement residuals between items 10 and 11, 12 and 14, and 1 and 18. According to the reference values, the goodness of fit of this last model was evaluated as good – X2/126 =9.14; SRMR=.06, NFI=.92, CFI=.93, TLI=.92, and RMSEA = .068 (90% CI, .065 to .072), p<.001 – sustaining the four factors proposed: Propensity to trust (5 items; ? =.74), Perceived trustworthiness (6 items; ? =.84), Cooperative behaviours (4 items; ? =.83), and Monitoring behaviours (3 items; ? =.75). Considering that teams are a key element for management in these contexts, this contributes to validation of the questionnaire for this population and can also be seen as a valuable contribution to practitioners working in this area.

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