Call Center Employees’ Intent To Quit: Examination Of Job Engagement And Role Clarity

Keywords

Call center; intent to quit; job engagement; role clarity

Abstract

Call centers have become a valuable resource for hotels in managing customer experiences and relationships, yet they have also developed a reputation for being a stressful job which has made it a significant challenge to retain employees. Given high turnover rates among call center employees, it is important for hospitality firms to understand the factors influencing their intentions to quit. This study focuses on job engagement and role clarity to examine hotel call center employees’ intent to quit. The survey results of call center employees at a large resort hotel suggest that job engagement significantly influences the hotel call center employees’ intent to quit after accounting for job satisfaction and organizational support. Role clarity, however, is not related to intent to quit. Managerial implications and recommendations for increasing employee job engagement are discussed.

Publication Date

10-2-2017

Publication Title

Journal of Quality Assurance in Hospitality and Tourism

Volume

18

Issue

4

Number of Pages

531-543

Document Type

Note

Personal Identifier

scopus

DOI Link

https://doi.org/10.1080/1528008X.2017.1292163

Socpus ID

85014775894 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85014775894

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