Predicting intention to quit in the call centre industry: Does the retail model fit?

Journal of Managerial Psychology

Volumn 21, Issue 3, 2006, Pages 231-243

  Siong, Zhong Ming Benjamin ^a   Mellor, David ^a   Moore, Kathleen A ^a   Firth, Lucy ^b  

^a DEAKIN UNIVERSITY   (Australia)

^b UNIVERSITY OF MELBOURNE   (Australia)

Author keywords

Australia; Call centres; Employee turnover; Stress

Indexed keywords

EID: 33745808841     PISSN: 02683946     EISSN: None     Source Type: Journal    
DOI: 10.1108/02683940610659579     Document Type: Article

References (28)

1. Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior, Prentice Hall, Englewood Cliffs, NJ.
2. Alexander, J.A., Lichtenstein, R., Oh, H.J. and Ullman, E. (1998), "A causal model of voluntary turnover among nursing personnel in long-term psychiatric settings", Research in Nursing and Health, Vol. 21, pp. 415-27.
3. Allen, D.G., Weeks, K.P. and Moffit, K.R. (2005), "Turnover intentions and voluntary turnover: The moderating roles of self-monitoring, locus of control, proactive personality, and risk aversion", Journal of Applied Psychology, Vol. 90, pp. 580-90.
4. Armitage, C.J. and Connor, M. (2001), "Efficacy of the theory of planned behaviour: A meta-analytic review", British Journal of Social Psychology, Vol. 40, pp. 471-99.
5. Armstrong-Stassen, M., al-Ma'Aitah, R., Cameron, S. and Horsburgh, M. (1994), "Determinants and consequences of burnout: A cross-cultural comparison of Canadian and Jordanian nurses", Health Care for Women International, Vol. 15, pp. 413-21.
6. Australian Communications Association Research (ACA), (1998), Call Centre Hang-ups - the Call Centre Agent Report, ACA Research Pty, Sydney.
7. Australian Communications Association Research (ACA), (1999), Call Centre Research: The 1999 Australian Call Centre Industry Study, ACA Research Pty, Sydney.
8. Australian Communications Association Research (ACA), (2001), The 2001 Australia and New Zealand Call Centre Industry Benchmark Study, ACA Research Pty, Sydney.
9. Australian Council of Trade Unions Call Centre Unions Group (2001), On the Line: The Future of Australia's Call Centre Industry, Australian Council of Trade Unions, Sydney.
10. Australian Services Union Research (1999), "Can call centres be better places to work?", Fact sheet article No. 289, available at: http://worksite.actu.asn.au/ showall.php3?secid=3&page=article&artid=289.
11. Bakker, A.B., Demerouti, E. and Schaufeli, W.B. (2003), "Dual processes at work in a call centre: An application of the job demands-resources model", European Journal of Work and Organizational Psychology, Vol. 12, pp. 393-417.
12. Côté, S. and Morgan, L.M. (2002), "A longitudinal analysis of the association between emotion regulation, job satisfaction, an intentions to quit", Journal of Organizational Behavior, Vol. 23, pp. 947-62.
13. Day, D.V., Bedeian, A.G. and Conte, J.M. (1998), "Personality as predictor of work-related outcomes: Test of a mediated latent structural model", Journal of Applied Social Psychology, Vol. 28, pp. 2068-88.
14. Deery, S., Iverson, R. and Walsh, J. (2002), "Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal", Journal of Management Studies, Vol. 39, pp. 471-96.
15. Firth, L., Mellor, D.J., Moore, K.A. and Loquet, C. (2004), "How can managers reduce employee intentions to quit?", Journal of Managerial Psychology, Vol. 19, pp. 170-87.
16. Griffeth, R.W., Hom, P.W. and Gaertner, S. (2000), "A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implications for the next millennium", Journal of Management, Vol. 26, pp. 463-88.
17. Hallis (2000), "Hallis 1999/2000 call centre staff turnover and benchmarking survey", available at: www.hallis.com.au/survey/ turnover.html.
18. Holman, D.J. (2002), "Employee well being in call centres", Human Resource Management Journal, Vol. 12, pp. 35-50.
19. Holman, D.J. (2003), "Call centres", in Holman, D.J., Wall, T.D., Clegg, C.W., Sparrow, P. and Howard, A. (Eds), The New Workplace: A Guide to the Human Impact of Modern Working Practices, Wiley, Chichester.
20. Hon, P.W. and Griffeth, R.W. (1995), Employee Turnover, South-Western, Cincinnati, OH.
21. Igbaria, M. and Greenhaus, J.H. (1992), "Determinants of MIS employees' turnover intentions: A structural equation model", Communications of the ACM, Vol. 35 No. 2, pp. 35-49.
22. Kim, M. and Hunter, J.E. (1983), "Relationships among attitudes, behavioral intentions, and behavior", Communication Research, Vol. 20, pp. 331-64.
23. Knights, D. and McCabe, D. (1998), "What happens when the phone goes wild? Staff, stress and spaces for escape in a BPR telephone banking call regime", Journal of Managerial Studies, Vol. 35, pp. 202-8.
24. Koeske, G.F. and Koeske, R.D. (1993), "A preliminary test of a stress-strain-outcome model for reconceptualizing the burnout phenomenon", Journal of Social Science Research, Vol. 17 Nos 3/4, pp. 107-35.
25. Lewig, K.A. and Dollard, M.F. (2003), "Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers", European Journal of Work and Organizational Psychology, Vol. 12, pp. 366-92.
26. Sager, J.K. (1991), "The longitudinal assessment of change in sales force turnover", Journal of the Academy of Marketing Science, Vol. 19, pp. 25-36.
27. Tate, U., Whatley, A. and Clugston, M. (1997), "Sources and outcomes of job tension: A three-nation study", International Journal of Management, Vol. 3, pp. 350-8.
28. Tinker, S. and Moore, K.A. (2001), "The impact of long work hours on the family-work relationship and health", paper presented at the Inaugural Conference of Australian Psychological Society Relationships Interest Group, Melbourne, 17-18 November.