Motivation i et call center - En kritisk analyse af motivationen i YouSee

Anders Gammeljord, Linda Syrene Sørensen, Cille Lundgaard Nielsen & Katrine Amalie Sommer Strube

Studenteropgave: Fagmodulprojekt


This study seeks to examine how employees in the call center business feels motivated in their daily work through a critical theoretical standpoint. Furthermore it seeks to examine how management tools can have an effect on this. This paper is a case study of the telecommunications company YouSee. One manager and four employees have been interviewed to get their perspective on how motivation asserts itself. Based on the analyzing method “Interview analyses focusing on meaning” by Steinar Kvale the paper seeks to compose a critical analysis of the five interviews. In relations to the interviews it has been chosen to use Frederick Herzberg’s two-factor theory, Herman Aguinis’ thoughts on performance management and lastly Andreas Lieberoth’s thoughts on gamification. Based on this study’s research question it has been possible to conclude upon the matter, that motivation occurs in the employee's daily work but are based on individual needs. In addition to this the employees feels motivated in their own way and not according to how Herzberg is describing motivation. Furthermore, it can be concluded that the employees do not find the management tools motivating because of a wrong usage of the tools. The employees acknowledge the tools but do not find them useful in their daily work.

UddannelserArbejdslivsstudier, (Bachelor/kandidatuddannelse) Bachelor
Udgivelsesdato6 jan. 2020
Antal sider49
VejledereEskil Andreas Halberg