WORKING CONDITIONS, SATISFACTION OF FRONT-LINE AGENTS AND THEIR INTENT TO QUIT OR STAY IN FRENCH AND JAPANESE CALL CENTERS

Abstract

Based on a comparative (France-Japan) study, this
paper examines the relationship between the intention to quit and working/employment conditions in
call centers. such a comparison of the new service
sector can highlight similarities and differences inthe way the employees perceive their working conditions and the way Hrm is implemented in France
and Japan. The nature of work in call centers tend to
impose the same type of pressure on employees and
to produce the same type of human reactions.
However, this overall trend conceals some profound
differences in perceptions/attitudes, according to the
social groups or national contexts. The managements need to take into account these attitudinal differences, in order to build their own models of flexibility and efficiency.