The Impact Of Workforce Outsourcing On Employee Work Life Quality: An Applied Study On Customer Service Of Online Shopping Organizations

Abstract

This research aims to examine the impact of workforce outsourcing on employee work-life quality in the context of customer service in online shopping in Jordan. The study utilizes the Job Demand and Resources (JDR) theory as the theoretical framework to explore how outsourcing practices influence the work-life quality of employees. 264 questionnaires were employed to gather data from the four big retail online shopping organizations employing outsourcing practices in Jordan. The collected data were analysed using the (SPSS v.28 and AMOS v.23) software. A descriptive analytical approach was used, and inferential analysis, utilizing a regression model, was conducted as well. The findings revealed that outsourcing with its two dimensions (Job demands and resources) has reached medium importance in the online shopping retail sector, and there is a statistically significant impact of outsourcing workforce on employee work-life quality. The study provides recommendations for organizations to provide training and support, create a supportive work environment, promote open communication, and develop career growth opportunities to retain permanent employees.