Modeling the determinants of job satisfaction in the telesales workforce
Published: July 29, 2026
Abstract
This study proposes a theoretical model identifying key factors that influence job satisfaction among telesales employees. Drawing on established theories and prior empirical findings, the model incorporates eight determinants expected to directly affect job satisfaction: job characteristics, working environment, workplace relationships, income and benefits, training and development, perceived fairness, leadership style, and work-life balance. Correspondingly, eight hypotheses are formulated to explain variations in job satisfaction within telesales settings. The proposed model offers a robust theoretical foundation for future empirical studies and contributes to advancing research in organizational behavior, particularly in the rapidly expanding telesales industry.
Keywords
research modeljob satisfactiontelesales employees
References
1.
Adams, J. S. (1965). Inequity in social exchange. In Advances in Experimental Social Psychology (2, 267–299). New York: Academic Press.
2.
Ambrose, M. L., & Schminke, M. (2009). The role of overall justice judgments in organizational justice research: a test of mediation. Journal of Applied Psychology, 94(2), 491.
3.
Bai, Y., & Zhou, J. (2025). Coworker support, work-family conflict, job satisfaction, and turnover intention: female employees in post-organizational socialization. Frontiers in Psychology, 16, 1472977.
4.
Bakotic, D., & Babic, T. (2013). Relationship between working conditions and job satisfaction: The case of Croatian shipbuilding company. International Journal of Business and Social Science, 4(2), 206-213.
5.
Beauregard, T. A., & Henry, L. C. (2009). Making the link between work-life balance practices and organizational performance. Human Resource Management Review, 19(1), 9-22.
6.
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O., & Ng, K. Y. (2001). Justice at the millennium: a meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425.
7.
Chen, Y., Zhang, Z., Zhou, J., Liu, C., Zhang, X., & Yu, T. (2023). A cognitive evaluation and equity-based perspective of pay for performance on job performance: A meta-analysis and path model. Frontiers in Psychology, 13, 1039375.
8.
Dami, Z. A., Imron, A., Burhanuddin, B., & Supriyanto, A. (2022). Servant leadership and job satisfaction: The mediating role of trust and leader-member exchange. In Frontiers in Education (7, 1036668). Lausanne: Frontiers Media SA.
9.
Ellickson, M. C., & Logsdon, K. (2002). Determinants of job satisfaction of municipal government employees. Public Personnel Management, 31(3), 343-358.
10.
Greenhaus, J. H., & Allen, T. D. (2011). Work–family balance: A review and extension of the literature. Journal of Management, 37(1), 10–37.
11.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170.
12.
Herzberg, F. (1966). Work and the nature of man. Cleveland, OH: World Publishing.
13.
Ho, H. C. (2025). A one-year prospective study of organizational justice and work attitudes: an extended job demands-resources model. Journal of Managerial Psychology, 40(1), 21-36.
14.
Jo, H., & Shin, D. (2025). The impact of recognition, fairness, and leadership on employee outcomes: A large-scale multi-group analysis. PLoS One, 20(1), e0312951.
15.
Judge, T. A., & Piccolo, R. F. (2004). Transformational and transactional leadership: a meta-analytic test of their relative validity. Journal of Applied Psychology, 89(5), 755.
16.
Kim, B. J., & Choi, C. J. W. (2023). Impact of compensation and willingness to keep same career path on burnout among long-term care workers in Japan. Human Resources for Health, 21(1), 64.
17.
Kızrak, M., Yıldız, E., & Turgut, H. (2025). Linking Leader-Member Exchange to Turnover Intention: The Roles of Job Satisfaction and Positive Organizational Climate. İşletme Araştırmaları Dergisi, 17(1), 492-513.
18.
Kraimer, M. L., Seibert, S. E., Wayne, S. J., Liden, R. C., & Bravo, J. (2011). Antecedents and outcomes of organizational support for development: the critical role of career opportunities. Journal of Applied Psychology, 96(3), 485.
19.
Lee, B., Lee, E., & Kim, J. (2025). Analysis of factors affecting job satisfaction for sustainable workforce development: insights from IT industry employee reviews. Sustainability, 17(4), 1689.
20.
Li, Q. (2024). Ethical leadership, internal job satisfaction and OCB: the moderating role of leader empathy in emerging industries. Humanities and Social Sciences Communications, 11(1), 1-9.
21.
Lin, M. H., Yen, Y. H., Chuang, T. F., Yang, P. S., & Chuang, M. D. (2024). The impact of job stress on job satisfaction and turnover intentions among bank employees during the COVID-19 pandemic. Frontiers in Psychology, 15, 1482968.
22.
Locke, E. A. (1995). The micro-analysis of job satisfaction: Comments on Taber and Alliger. Journal of Organizational Behavior, 123-125.
23.
Loher, B. T., Noe, R. A., Moeller, N. L., & Fitzgerald, M. P. (1985). A meta-analysis of the relation of job characteristics to job satisfaction. Journal of Applied Psychology, 70(2), 280.
24.
Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking. Journal of Service Research, 1(1), 18-31.
25.
Mather, M. F., & Bam, N. E. (2025). Factors influencing academic staff satisfaction and retention in higher education: a literature review. European Journal of Education, 60(1), e70025.
26.
McNall, L. A., Nicklin, J. M., & Masuda, A. D. (2010). A meta-analytic review of the consequences associated with work–family enrichment. Journal of Business and Psychology, 25(3), 381-396.
27.
Mohrenweiser, J., & Pfeifer, C. (2023). Wage structures, fairness perceptions, and job satisfaction: Evidence from linked employer-employee data. Journal of Happiness Studies, 24(7), 2291-2308.
28.
Moras, M., & Kashyap, B. (2021). Influence of job characteristics on employees' job satisfaction: An empirical study. Turkish Journal of Computer and Mathematics Education, 12(11), 6499-6506.
29.
Rani, H. A., Ahwan, N. A. M., Daud, F., Ismail, A., & Isa, Z. M. (2025). Impact of Compensation on Job Satisfaction Among Healthcare Workers: A Systematic Review. International Journal of Public Health Research, 15(2), 2243-2256.
30.
Robbins, S. P., & Judge, T. (2009). Organizational behavior. Cape Town: Pearson South Africa.
31.
Sias, P. M. (2009). Organizing relationships: Traditional and emerging perspectives on workplace relationships. Thousand Oaks, CA: SAGE Publications.
32.
Sirgy, M. J., & Lee, D. J. (2018). Work-life balance: An integrative review. Applied Research in Quality of Life, 13(1), 229-254.
33.
Syahrir, D. R., Zakaria, Z., & Labo, I. A. (2024). The role of job satisfaction as a mediating variable between work environment and employee productivity. Advances in Human Resource Management Research, 2(3), 127-139.
34.
Totawar, A. K., Lanke, P., & Nambudiri, R. (2024). The relationship between organizational justice and job outcomes: examining the mediation of quality of work-life and psychological capital. In Evidence-based HRM: A Global Forum for Empirical Scholarship. Emerald Publishing Limited.
35.
Vijayakumar, N., & Vivek, S. (2018). A study on the job satisfaction of employees in the Hospitality Industry. International Journal of Pure and Applied Mathematics, 118(20), 4235-4240.
36.
Viswesvaran, C., Sanchez, J. I., & Fisher, J. (1999). The role of social support in the process of work stress: A meta-analysis. Journal of Vocational Behavior, 54(2), 314-334.
37.
Vroom, V. H. (1964). Work and motivation. New York: John Wiley & Sons.
38.
Zhang, J., Huang, R., Huang, B., Xu, T., & Zhao, G. (2024). Employee motivation and outcomes of developing and maintaining high-quality supervisor–subordinate Guanxi in hotel operations. Cornell Hospitality Quarterly, 65(4), 509-525.
39.
Zhu, L. L., Wang, H. J., Xu, Y. F., Ma, S. T., & Luo, Y. Y. (2023). The effect of work engagement and perceived organizational support on turnover intention among nurses: a meta-analysis based on the Price-Mueller model. Journal of Nursing Management, 2023(1), 3356620.
