Date of Publication

2022

Document Type

Master's Thesis

Degree Name

Master of Arts in Behavioral Sciences with a track in Organizational and Social Systems Development

Subject Categories

Organization Development

College

College of Liberal Arts

Department/Unit

Behavioral Sciences

Thesis Advisor

Jerome V. Cleofas

Defense Panel Chair

Mary Janet M. Arnado

Defense Panel Member

Diana Therese M. Veloso
Marlon D. Era

Abstract/Summary

This study looks at the relationship of transformational leadership and job satisfaction to turnover intention, including the mediating factor of organizational commitment among 87 call center agents in Metro Manila, Philippines. This study used a quantitative-cross-sectional and explanatory design and involved online survey of call center employees as a research method. Respondents were selected through a non-probability sampling technique specifically through snowball sampling or referral method. The results of this research showed a high level of transformational leadership exhibited in call center companies, high level of job satisfaction among call center agents, high organizational commitment, but only average turnover intention. Out of all the employee background characteristics that were looked at, only age was found to be significantly related to turnover intention. Most importantly, this research highlights the important role that organizational commitment as a mediator as the results of this study showed that organizational commitment fully mediates the relationship of transformational leadership and job satisfaction to turnover intention.

Abstract Format

html

Language

English

Format

Electronic

Physical Description

[85 leaves]

Keywords

Transformational leadership; Job satisfaction; Call center agents--Philippines--Metro Manila

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Embargo Period

7-1-2022

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