Reducing employee turnover through customer contact center job quality

Z. van der Aa*, J. Bloemer, Jörg Henseler

*Corresponding author for this work

Research output: Contribution to journalArticleAcademic

7 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)3925-3941
JournalInternational journal of human resource management
Volume23
Issue number18
DOIs
Publication statusPublished - 2012
Externally publishedYes

Keywords

  • Affective commitment
  • Customer contact center
  • Employee turnover
  • Job satisfaction
  • Job quality

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