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The objective of this work is to contribute to validation of the Meyer and Allen Commitment Questionnaire for the call centre population in Portugal. According to the authors, organizational commitment is a psychological state, a mindset, a dependent variable that explains the link between individual and organization. Eighteen hundred employees (32.1% male; 56.9% female; M = 31.12 years, DP = 8.91) answered the Affective and Continuance scales of the tool. We carried out exploratory factor analysis with 30% of tea...

The aim of this research is to verify if the Organizational Cooperation Questionnaire [1] fits the previous factorial structure when applied to a large sample of call centre operators. Cooperation has been considered a key-concept for organizational effectiveness. This importance is valid in different industries and levels of organizational functioning. Eighteen hundred employees in Call Centres (32.2% male; 56.7% female; M = 31.06 years, DP = 8.82) answered the Organizational Cooperation Questionnaire. We perform...

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% ...