Employee contentment and innovative work behavior

Abstract: Organisations must comprehend critical staff dynamics to harness employee’s potential and concretise customer satisfaction as a strategic imperative hegemony. As customer satisfaction, channelled through innovation, is pivotal to corporate performance, and employees are key resources underpinning innovation; prevailing correlations between these organisational forces could spawn significant managerial redirection. Research to determine the impact of consultant employee satisfaction (independent variable) on innovative work behaviour (dependent variable) at the iDirect Contact Centre. The quantitative research evaluates the impact of one variable on another, and is causal comparative or ex-post facto by design. The research showed unequivocally that a strong direct relationship between employee satisfaction and innovative work behaviour exists amongst front-line telephony consultants at the iDirect Contact Centre. This is supported by a high magnitude Pearson’s Correlation Coefficient of 0.96, and simplistically interpolates to the apothegm that innovation at the iDirect Contact Centre will increase (rise) if employee satisfaction levels are elevated