A structural equation modelling evaluation of antecedents and interconnections of call centre agents’ intention to quit
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Date
2021
Journal Title
Journal ISSN
Volume Title
Publisher
MPDI
Abstract
Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender
customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures
associated with the role of the call center agent have made staff attrition a norm in the industry.
While this does not augur well for the call center or the organizations that they serve, the role of
possible antecedents in the equation of staff attrition in South African call centers remains largely
unexplored. Using a structural equation modeling approach, this study examined the interconnections between customer orientation, knowledge management, job satisfaction, and employees’
intention to quit. Additionally, the mediating influence of job satisfaction on the association between
customer orientation and knowledge management of the intention to quit is examined. This study
found significant relationships between knowledge management, customer orientation, and job
satisfaction and the dependent variable (intention to quit). In addition, this study establishes that
the extent to which job satisfaction may mediate the influence on the intention to quit hinges on
the organizational element considered.
Description
Keywords
Customer orientation, Knowledge management, Job satisfaction, Employee turnover, Call center, Risk management
Citation
Iwu, C. G. et al. (2021). A structural equation modelling evaluation of antecedents and interconnections of call centre agents’ intention to quit. . Journal of Risk and Financial Management, 14(4), 179. https://doi.org/10.3390/ jrfm14040179