Front-Line Employee Attitudes and Their Turnover Intentions: Role of Their Affective Commitment and Job Satisfaction in Call Centers

Abstract

The research was conducted in a non-contrived environment in call center industry and it aims to examine the impact of front-line employee attitudes such as their affective commitment and job satisfaction on their turnover intentions. Survey based quantitative approach was utilized and primary data were gathered by using questionnaire as an instrument from 262 front-line employees in call center industry on all the variables of interest across Islamabad, Rawalpindi, and Peshawar. Validated scales were used for assessing job satisfaction, affective commitment, and turnover intention. Survey data were quantified on a five-point response scale. Statistically data analysis was done through descriptive measures, correlation, and regression. Statistical findings have shown the affective commitment and job satisfaction of employees were inversely associated with turnover intentions of front-line employees. Implications of these results have been discussed in the paper, which infers, increase in positive attitudes of front-line employees result in lowering their intentions to leave organization.