Organizational commitment and intention to quit among Filipino call center agents

• Main Authors: Choi, Ella, Ganipan, Millicent, Loquellano, Jill, Manansala, Julienne
• Format: text
• Language: English
• Published: Animo Repository 2010
• Subjects: Call center agents > Philippines; Employees > Resignation > Social conditions; Organizational effectiveness; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/10843
• Institution: De La Salle University

This study investigates the three-component organizational commitment framework developed by Meyer and Allen (Allen & Meyer, 1990 Meyer & Allen, 1991) and the relationship between these commitments and intent to quit in the Philippine call center industry setting. The study adapted Ko, Price, and Mueller's (1997) hypothesized determinants and relationships to the three components of commitment. Using multiple regression analysis via convenient sampling, this study examined the associations between the aforementioned variables. Seven hundred thirty-three call center agents belonging to member companies of the Call Center Association of the Philippines in Makati Central Business District answered questions derived from various literatures examining the antecedents of factors studied in this paper. Results showed that job autonomy, coworker support, spouse support, friend support, distributive justice, promotional chances, met expectations work involvement, work load and social opportunity had significant relationships with affective commitment general training and coworker support had significant relationships with continuance commitment and lastly, commitment norm and promotional chances had significant relationships with normative commitment. It appears that the strongest component, affective commitment, and the significant antecedents identified, considerably influence how an agent identifies with, involves in and remains with the organization. Though interest with other variables remains important, these should be much attention and focus given to the significant variables recognized in the study to create a more competitive organization. This research adds to the ever-growing discourse on call center management that relentlessly seeks for improvement. Further investigations may extend and strengthen the current knowledge domain.