The International Journal of Human Resource Management · 2012 · 22 citations · 57 references
ManagementHuman Resource ManagementOrganizational BehaviorCustomer Relationship ManagementEmployee RelationsJob DesignCustomer SatisfactionCustomer Service ManagementEmployee RetentionEmployee Turnover AnalysisJob SatisfactionWorkforce ManagementAffective Organizational CommitmentCustomer Contact Center ManagementCustomer Contact ManagementEmployee Satisfaction AnalysisEmployee Turnover RateJob Satisfaction AnalysisJob Satisfaction MeasurementJob Turnover
Despite the rapid growth of customer contact centers (CCCs), high-quality jobs for employees of such centers remain a challenge, as evidenced by the high employee turnover rates in this industry. This study, therefore, conceptualizes and operationalizes a CCC job quality construct to determine its impact on job satisfaction, affective commitment and employee turnover, using a sample of 577 CCC employees of B2C service industry organizations in the Netherlands. An extensive quantitative study using structural equation modeling reveals that CCC job quality has a direct, positive impact on job satisfaction and affective commitment and a strong indirect negative effect on employee turnover. Thus, job quality is crucial for reducing employee turnover rates; this study offers managers clear guidelines on how to improve that quality.
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