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An Empirical Study on Factors Influencing Employee's Turnover Intention -Focused on Call Center Caller-

종업원의 이직의도 영향요인에 관한 실증연구 -콜센터 상담원을 대상으로-

  • Published : 2008.02.28

Abstract

In recent years, growth of the call center industry is leading lots of employment. But caller's frequent turnover deteriorates the labor productivity and increases the employment and training cost. The purpose of this study is to draw some factors by which turnover intention is influenced through literature review and identify a causality between the determinants and turnover intention. Call center callers were surveyed and the data were statistically analyzed. Empirical results indicate that job satisfaction and organizational commitment have negatively impacted on the turnover intention. Job characteristics have positively impacted on job satisfaction and organizational commitment but have not directly impacted on the turnover intention. Based upon the statistical results, some useful suggestions for call center managers are provided.

Keywords

Call Center;Turnover Intention;Job Characteristics;Job Satisfaction;Organizational Commitment

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