Do Sense of Belonging, Customer Interaction and Social Support Influence the Relationship Between Job Demands and Job Satisfaction?
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2020-07-27
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en
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In the present study the predictors of job satisfaction were investigated in a company with blue-and white-collar workers. Based on interviews and literature the following model was tested: Does sense of belonging, quality of customer interaction moderate the relationship between job demands and global job satisfaction. Regarding expected job demands, a difference between blue- and white-collar workers were made. Data were gathered by means of a questionnaire, that was completed by 79 participants. The study predicted that job demands (physical demands, workload, working-time mismatch, role ambiguity) predict job satisfaction. Moreover, it was hypothesized that this relationship is moderated by sense of belonging, quality of customer interaction and social support. The results indicate that role ambiguity was the only significant predictor of the job demands. Neither of the moderators weakened or strengthened the relationship of demands and satisfaction. Interestingly, sense of belonging had a direct effect on job satisfaction.
Keywords: job satisfaction, job demands, job resources, sense of belonging, social support, customer interactions
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Faculteit der Sociale Wetenschappen