The purpose of the correlational study was to explore the relationship between (a) supervisory leadership practice usage and inbound call center agent organizational commitment, (b) demographic variables and organizational commitment, and (c) organizational commitment and turnover intentions. The research leveraged (a) Kouzes and Posner’s leadership practices, (b) Meyer and Allen’s three-component commitment model, and (c) questions sourced to the Michigan Organizational Assessment Questionnaire. The findings indicated that supervisory leadership practice usage and agents’ affective and normative commitment are positively related and agents’ affective, normative, and continuance commitment are negatively related to turnover intention. Job and organizational tenure are not significantly related to organizational commitment. The study is the first known research to relate these variables among inbound agents in a U.S.-based call center organization.
|Advisor:||Downey, Katherine B.|
|School:||University of Phoenix|
|School Location:||United States -- Arizona|
|Source:||DAI-A 70/03, Dissertation Abstracts International|
|Subjects:||Management, Labor relations|
|Keywords:||Affective commitment, Agent, Call center, Leadership, Manager, Organizational commitment, Supervisor, Three component model, Turnover, United States|
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