2,548
Views
10
CrossRef citations to date
0
Altmetric
Original Articles

Reducing employee turnover through customer contact center job quality

, &
Pages 3925-3941 | Published online: 29 Mar 2012

References

  • Agho , A.O. , Mueller , C.W. and Price , J.L. 1993 . Determinants of Employee Satisfaction: An Empirical Test of a Causal Model . Human Relations , 46 : 1007 – 1027 .
  • Allen , N.J. and Meyer , J.P. 1990 . The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization . Journal of Occupational Psychology , 63 : 1 – 18 .
  • Anton , J. 2000 . The Past, Present and Future of Customer Access Centers . International Journal of Service Industry Management , 11 : 120 – 130 .
  • Bagozzi , R.P. and Yi , Y. 1988 . On the Evaluation of Structural Equation Models . Journal of the Academy of Marketing Science , 16 : 74 – 97 .
  • Bansal , H.S. , Irving , P.G. and Taylor , S.F. 2004 . A Three-Component Model of Customer Commitment to Service Providers . Journal of the Academy of Marketing Science , 32 : 235 – 250 .
  • Budhwar , P.S. , Varma , A. , Malhotra , N. and Mukherjee , A. 2009 . Insights Into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover? . Journal of Services Marketing , 32 : 351 – 362 .
  • Burgess , J. and Connell , J. 2008 . Introduction to Special Issue HRM and Job Quality: An Overview . International Journal of Human Resource Management , 19 : 407 – 418 .
  • Christen , M. , Iyer , G. and Soberman , D. 2006 . Job Satisfaction, Job Performance and Effort: A Reexamination Using Agency Theory . Journal of Marketing , 70 : 137 – 150 .
  • Cordes , C.L. and Dougherty , T.W. 1993 . A Review and an Integration of Research on Job Burnout . Academy of Management Review , 18 : 621 – 656 .
  • Datamonitor (2007), http://www.contactcenterworld.com/view/contact-center-article/call-centers-in-emea-extracts-from-datamonitor-report.aspx
  • de Ruyter , K. , Wetzels , M. and Feinberg , R. 2001 . Role Stress in Call Centers: Its Effect on Employee Performance and Satisfaction . Journal of Interactive Marketing , 15 : 23 – 35 .
  • Donovan , D.T. , Brown , T.J. and Mowen , J.C. 2004 . Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors . Journal of Marketing , 68 : 128 – 146 .
  • Dubinsky , A.J. , Howell , R.D. , Ingram , T.N. and Bellenger , D.N. 1986 . Salesforce Socialization . Journal of Marketing , 50 : 192 – 207 .
  • Dunham , R.B. , Grube , J.A. and Castaneda , M.B. 1994 . Organizational Commitment: The Utility of an Integrative Definition . Journal of Applied Psychology , 79 : 370 – 380 .
  • European Commission . 2001 . Employment in Europe 2001: Recent Trends and Prospects , Luxembourg : Employment and Social Affairs .
  • Fornell , C. and Larcker , D.F. 1981 . Evaluating Structural Equation Models With Unobservable Variables and Measurement Error . Journal of Marketing Research , 18 : 39 – 51 .
  • Ganesan , S. and Weitz , B.A. 1996 . The Impact of Staffing Policies on Retail Buyer Job Attitudes and Behaviors . Journal of Retailing , 72 : 31 – 56 .
  • Garbarino , E. and Johnson , M.S. 1999 . The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships . Journal of Marketing , 63 : 70 – 87 .
  • Glebbeek , A.C. and Bax , E.H. 2004 . Is High Employee Turnover Really Harmful? An Empirical Test Using Company Records . Academy of Management Journal , 47 : 277 – 286 .
  • Griffeth , R.W. , Hom , P.W. and Gaertner , S. 2000 . A Meta-Analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests and Research Implications for the Next Millennium . Journal of Management , 26 : 463 – 488 .
  • Hackman , J.R. and Oldham , G.R. 1974 . Job Diagnostic Survey: An Instrument for the Diagnosis of Job Redesign Projects , New Haven, CT : Yale University .
  • Hackman , J.R. and Oldham , G.R. 1975 . Development of the Job Diagnostic Survey . Journal of Applied Psychology , 60 : 159 – 170 .
  • Herzberg , F. 1966 . Work and the Nature of Man , New York : Staples Press .
  • Herzberg , F. 1968 . One More Time: How Do You Motivate Employees? . Harvard Business Review , 46 : 53 – 62 .
  • Heskett , J.L. , Sasser , W.E. and Schlesinger , L.A. 1997 . Service Profit Chain , New York : The Free Press .
  • Hillmer , S. , Hillmer , B. and McRoberts , G. 2004 . The Real Costs of Turnover: Lessons Learned From a Call Centre . Human Resource Planning , 27 : 34 – 41 .
  • Holdsworth , L. and Cartwright , S. 2003 . Empowerment, Stress and Satisfaction: An Exploratory Study of a Call Center . Leadership and Organization Development Journal , 24 : 131 – 140 .
  • Holman, D., Batt, R., and Holtgrewe, U. (2007), ‘The Global Call Centre Report: International Perspectives on Management and Employees,’ http://www.ilr.cornell.edu/globalcallcenter/upload/GCC-Intl-Rept-US-Version.pdf/
  • Holman , D. , Chissick , C. and Totterdell , P. 2002 . The Effects of Performance Monitoring on Emotional Well-Being in Call Centers . Motivation and Emotion , 26 : 57 – 81 .
  • Hom , P.W. , Caranikas-Walker , F. , Prussia , G.E. and Griffeth , R.W. 1992 . A Meta-Analytical Structural Equations Analysis of a Model of Employee Turnover . Journal of Applied Psychology , 77 : 890 – 908 .
  • Hom , P. and Griffeth , W. 1995 . Employee Turnover , Cincinnati, OH : South-Western .
  • Lawler , E.E. and Hackman , J.R. 1971 . Corporate Profits and Employee Satisfaction: Must They be in Conflict? . California Management Review , 14 : 46 – 55 .
  • Locke , E.A. 1969 . What Is Job Satisfaction? . Organizational Behavior and Human Performance , 4 : 309 – 336 .
  • Luna-Arocas , R. and Camps , J. 2008 . A Model of High Performance Work Practices and Turnover Intentions . Personnel Review , 37 : 26 – 46 .
  • Malhotra , N. and Mukherjee , A. 2004 . The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees in Banking Call Centres . Journal of Services Marketing , 18 : 162 – 174 .
  • Martin , S. 2008 . Relational and Economic Antecedents of Organizational Commitment . Personnel Review , 37 : 589 – 608 .
  • Mathieu , J.E. and Zajac , D.M. 1990 . A Review and Meta-Analysis of the Antecedents, Correlates, and Consequences of Organizational Commitment . Psychological Bulletin , 108 : 171 – 195 .
  • Matzler , K. , Fuchs , M. and Schubert , A.K. 2004 . Employee Satisfaction: Does Kano's Model Apply? . Total Quality Management , 15 : 1179 – 1198 .
  • Metter , R. 2008 . A Typology of Offshoring and Outsourcing in Electronically Transmitted Services . Journal of Operations Management , 26 : 198 – 211 .
  • Meyer , J.P. , Stanley , D.J. , Herscovitch , L. and Topolnytsky , L. 2002 . Affective, Continuance, and Normative Commitment to the Organization: A Meta-Analysis of Antecedents, Correlates and Consequences . Journal of Vocational Behavior , 61 : 20 – 52 .
  • Miciak , A. and Desmarais , M. 2001 . Benchmarking Service Quality Performance at Business-to-Business and Business-to-Consumer Call Centers . Journal of Business and Industrial Marketing , 16 : 340 – 353 .
  • Mobley , W.H. , Horner , S.O. and Hollingsworth , A.T. 1978 . An Evaluation of Precursors Hospital Employee Turnover . Journal of Applied Psychology , 63 : 408 – 414 .
  • Mukherjee , A. and Malhotra , N. 2006 . Does Role Clarity Explain Employee-Perceived Service Quality? . International Journal of Service Industry Management , 17 : 444 – 473 .
  • Parasuraman , A. , Zeithaml , V.A. and Berry , L.L. 1985 . A Conceptual Model of Service Quality and Its Implications for Future Research . Journal of Marketing , 49 : 41 – 50 .
  • Robinson , G. and Morley , C. 2006 . Call Centre Management: Responsibilities and Performance . International Journal of Service Industry Management , 17 : 284 – 300 .
  • Rust , R.T. , Zahorik , A.J. and Keiningham , T.L. 1995 . Return on Quality (ROQ): Making Service Quality Financially Accountable . Journal of Marketing , 59 : 58 – 70 .
  • Sims , H.P. Jr , Szilagyi , S.S. and Keller , R.T. 1976 . The Measurement of Job Characteristics . Academy of Management Journal , 19 : 195 – 212 .
  • Singh , J. , Goolsby , J.R. and Rhoads , G.K. 1994 . Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives . Journal of Marketing Research , 16 : 558 – 569 .
  • Spreitzer , G.M. , Kizilos , M.A. and Nason , S.W. 1997 . A Dimensional Analysis of the Relationship Between Psychological Empowerment and Effectiveness, Satisfaction and Strain . Journal of Management , 23 : 679 – 704 .
  • Spreng , R.A. and Mackoy , R.D. 1996 . An Empirical Examination of a Model of Perceived Service Quality and Satisfaction . Journal of Retailing , 72 : 201 – 214 .
  • Suliman , A. and Al-Junaibi , Y. 2010 . Commitment and Turnover Intention in the UAE Oil Industry . International Journal of Human Resource Management , 21 : 1472 – 1489 .
  • Taylor , P. and Bain , P. 1999 . An Assembly Line in the Head: The Call Centre Labour Process . Industrial Relations Journal , 30 : 101 – 117 .
  • Tett , R.P. and Meyer , J.P. 1993 . Job Satisfaction, Organizational Commitment, Turnover Intention, and Turnover: Path Analysis Based on Meta-Analytic Findings . Personnel Psychology , 46 : 259 – 294 .
  • Thomas , K.W. and Velthouse , B.A. 1990 . Cognitive Elements of Empowerment: An Interpretive Model of Intrinsic Task Motivation . Academy of Management Review , 15 : 666 – 681 .
  • van Dun , Z. , Bloemer , J. and Henseler , J. 2012 . Job Quality in the Customer Contact Centre: Conceptual Foundation and Scale Development . Service Industries Journal , 32 ( 3 ) : 171 – 196 .
  • Whitner , E.M. 2001 . Do High Commitment Human Resource Practices Affect Employee Commitment? A Cross Level Analysis Using Hierarchical Linear Modeling . Journal of Management , 27 : 515 – 535 .
  • Whitt , L.A. , Andrews , M.C. and Carlson , D.S. 2004 . When Conscientiousness Is Not Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives . Journal of Management , 30 : 149 – 160 .
  • Wong , Y.T. , Ngo , H.Y. and Wong , C.S. 2001 . Affective Organizational Commitment of Workers in Chinese Joint Ventures . Journal of Managerial Psychology , 17 : 580 – 598 .
  • Yousef , D.A. 2002 . Job Satisfaction as a Mediator of the Relationship Between Role Stressors and Organizational Commitment: A Study From an Arabic Cultural Perspective . Journal of Managerial Psychology , 17 : 250 – 266 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.