Publicação
Understanding the key factors affecting employee satisfaction in the case of shared service centers
| Resumo: | This research explores the motivational factors affecting job satisfaction in Shared Service Centers (SSCs). This is justified by the growing interest of multinationals in SSCs, aiming to enhance efficiency and effectiveness in activities (Richter & Bruhl, 2020). Despite the interest, limited research has studied job satisfaction in SSCs. Hence, the following question was formulated: what are the key factors of employee motivation in shared service centers that lead to job satisfaction, and what are the related outcomes of job satisfaction? A structured survey was conducted with 206 current or former employees of SSCs. Our findings support most of the proposed hypotheses. Our findings reveal that intrinsic motivation is a determinant of job satisfaction, while extrinsic motivation reported a non-significant negative effect. Furthermore, SSC motivation, decision authority and work environment are also important factors influencing job satisfaction, as suggested in the literature. Furthermore, job satisfaction in SSCs is positively related to an international career intention and negatively related with turnover intention. Given the increased interest in SSCs, our research contributes by providing key insights on job satisfaction. First, our research confirms previous theories, such as Self-Determination Theory or Herzberg’s (1959) Two-Factor theory. Secondly, it suggests that job satisfaction in SSCs may act as a precursor to an international career. |
|---|---|
| Autores principais: | Gonçalves, Julian Miguel Bondanza |
| Assunto: | Shared Service Centers Job Satisfaction Motivation International Centros de Serviços Partilhados Satisfação no Trabalho Motivação; Internacional |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório da Universidade de Lisboa |
| Resumo: | This research explores the motivational factors affecting job satisfaction in Shared Service Centers (SSCs). This is justified by the growing interest of multinationals in SSCs, aiming to enhance efficiency and effectiveness in activities (Richter & Bruhl, 2020). Despite the interest, limited research has studied job satisfaction in SSCs. Hence, the following question was formulated: what are the key factors of employee motivation in shared service centers that lead to job satisfaction, and what are the related outcomes of job satisfaction? A structured survey was conducted with 206 current or former employees of SSCs. Our findings support most of the proposed hypotheses. Our findings reveal that intrinsic motivation is a determinant of job satisfaction, while extrinsic motivation reported a non-significant negative effect. Furthermore, SSC motivation, decision authority and work environment are also important factors influencing job satisfaction, as suggested in the literature. Furthermore, job satisfaction in SSCs is positively related to an international career intention and negatively related with turnover intention. Given the increased interest in SSCs, our research contributes by providing key insights on job satisfaction. First, our research confirms previous theories, such as Self-Determination Theory or Herzberg’s (1959) Two-Factor theory. Secondly, it suggests that job satisfaction in SSCs may act as a precursor to an international career. |
|---|