Organizational commitment and intention to quit among Filipino call center agents
Date of Publication
2010
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Science in Applied Corporate Management
Subject Categories
Business Administration, Management, and Operations
College
Ramon V. Del Rosario College of Business
Department/Unit
Business Management
Thesis Adviser
Benito Teehankee
Defense Panel Chair
Brian Gozun
Defense Panel Member
Maria Victoria Tibon
Abstract/Summary
This study investigates the three-component organizational commitment framework developed by Meyer and Allen (Allen & Meyer, 1990 Meyer & Allen, 1991) and the relationship between these commitments and intent to quit in the Philippine call center industry setting. The study adapted Ko, Price, and Mueller's (1997) hypothesized determinants and relationships to the three components of commitment. Using multiple regression analysis via convenient sampling, this study examined the associations between the aforementioned variables. Seven hundred thirty-three call center agents belonging to member companies of the Call Center Association of the Philippines in Makati Central Business District answered questions derived from various literatures examining the antecedents of factors studied in this paper. Results showed that job autonomy, coworker support, spouse support, friend support, distributive justice, promotional chances, met expectations work involvement, work load and social opportunity had significant relationships with affective commitment general training and coworker support had significant relationships with continuance commitment and lastly, commitment norm and promotional chances had significant relationships with normative commitment. It appears that the strongest component, affective commitment, and the significant antecedents identified, considerably influence how an agent identifies with, involves in and remains with the organization. Though interest with other variables remains important, these should be much attention and focus given to the significant variables recognized in the study to create a more competitive organization. This research adds to the ever-growing discourse on call center management that relentlessly seeks for improvement. Further investigations may extend and strengthen the current knowledge domain.
Abstract Format
html
Language
English
Format
Accession Number
TU14749
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
231 leaves ; 28 cm.
Keywords
Call center agents--Philippines; Employees--Resignation--Social conditions; Organizational effectiveness
Recommended Citation
Choi, E., Ganipan, M., Loquellano, J., & Manansala, J. (2010). Organizational commitment and intention to quit among Filipino call center agents. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/10843
Embargo Period
2-5-2022