Dissertation/Thesis Abstract

Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center
by Nicholson, William Mark, D.M., University of Phoenix, 2009, 259; 3350859
Abstract (Summary)

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.

Indexing (document details)
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
Publication Number: 3350859
ISBN: 978-1-109-06461-2
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