A structural equation modelling evaluation of antecedents and interconnections of call centre agents’ intention to quit

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dc.contributor.authorIwu, Chux Gervase
dc.contributor.authorOpute, Abdullah Promise
dc.contributor.authorJaiyeola, Afeez Olalekan
dc.date.accessioned2021-10-28T13:03:18Z
dc.date.available2021-10-28T13:03:18Z
dc.date.issued2021
dc.description.abstractCall 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.en_US
dc.identifier.citationIwu, 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/ jrfm14040179en_US
dc.identifier.issn1911-8074
dc.identifier.urihttps://doi.org/10.3390/jrfm14040179
dc.identifier.urihttp://hdl.handle.net/10566/6983
dc.language.isoenen_US
dc.publisherMPDIen_US
dc.subjectCustomer orientationen_US
dc.subjectKnowledge managementen_US
dc.subjectJob satisfactionen_US
dc.subjectEmployee turnoveren_US
dc.subjectCall centeren_US
dc.subjectRisk managementen_US
dc.titleA structural equation modelling evaluation of antecedents and interconnections of call centre agents’ intention to quiten_US
dc.typeArticleen_US

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