Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction.

ABSTRACT:

Background

Turnover intentions refer to employees' intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors' support, in the perception of job satisfaction and turnover intentions among an Italian call center.

Method

The study involved 318 cal

SUBMITTER: Zito M 

PROVIDER: S-EPMC5798826 | biostudies-literature | 2018

REPOSITORIES: biostudies-literature