Analysis of Quality of Working Life in a Gender Perspective: the Call Center Case in Italy

Abstract

This work aims to investigate quality of working life (QWL) in Italian call centers in a gender-sensitive perspective. The research design involves the integration of qualitative and quantitative approaches in order to bring to light and try to understand the reasons for gender differences in the QWL in this sector of the labour market. The results of the analysis conducted on a sample of 1715 workers indicate that women have a higher level of QWL than men, despite lower retributions and worst contracts. In-depth interviews show that the differentiation in individual reactions to working conditions is closely connected to aspirations, expectations, motivations and individual needs.

Keywords: quality of working life, job satisfaction, call center, mixed-methods, gender-sensitive research.