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http://dx.doi.org/10.9708/jksci.2011.16.11.209

A Study on the Relationship of Job Satisfaction Factors, Job Satisfaction, Organizational Commitment and Turnover Intention of Call Center Agent  

Park, Deuk (Dept. of Call Marketing, Gwang Ju Women's University)
Publication Information
Journal of the Korea Society of Computer and Information / v.16, no.11, 2011 , pp. 209-217 More about this Journal
Abstract
Recently, As it takes charge of the customer service in many enterprises, the importance of call center has been emphasized more and more. The growth of call center industry is leading lots of call center agents. But, Call center agent's frequent turnover deteriorates the labor productivity and quality. Also, This turnover increases training cost and recruit cost. For these reasons, management turnover in call center is emerging as an important issue. The purpose of this study is to analyze the relationship of job satisfaction factors, job satisfaction, organizational commitment and turnover intention of call center agent. To achieve these objective, as a conceptual model of the study, job satisfaction factors, job satisfaction, organizational commitment and turnover intention were reviewed and the model could be estimated through path analysis. According th the finding of this study, job satisfaction factors have positively impact on the job satisfaction, organizational commitment but have not directly impact on the turnover intention. Also job satisfaction and organizational commitment have negatively impact on the turnover intention. As a result, the meaningful implication of this study suggests that the increase of both job satisfaction and organizational commitment through the improvement of job satisfaction factors should be regard as important dimensions to decrease of turnover intention of call center agents.
Keywords
Call Center; Job Satisfaction Factors; Job Satisfaction; Organizational Commitment; Turnover Intention;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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