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

Print

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

Embargo Period

2-5-2022

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