The Impact of Organizational Climate on the Turnover Intention of Call-center Employees

By Antonio C. Ribeiro-Tupinamba and Patrícia Mendes Castro.

Published by The Organization Collection

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Article: Print $US10.00
Article: Electronic $US5.00

The main objective of this study was to investigate the predictable relationships between the factors of organizational climate and turnover intention. It was developed with 333 call-center’s operators of three companies of the charging sector in Fortaleza (Ceará-Brazil). The raised answers were codified through the SPSS program and submitted to different statistical methods. The results of the analyses of regression for the general sample showed that the model explained the quantity of employees (18%) that intended to move to a company of another segment and the quantity of employees (20%) that intended to move to other call-centers. The following variables were significantly responsible for the employees’ intention of moving for a company of another segment: “identification with the position” and “identification with the tele-charging service” while the variables: “identification with the position”, “technical orientation offered by supervisors”, “socio-affective support” and “satisfaction with the organization” were significantly responsible for the employees’ intention to move to an organization of other segments. The variables that more interfered in the intention to move to companies of another segment and in the intention of moving to another call-center were those belonging to the group of behavioral factors variables.

Keywords: Call-center, Organizational Climate, Turnover

International Journal of Knowledge, Culture and Change Management, Volume 10, Issue 9, pp.81-92. Article: Print (Spiral Bound). Article: Electronic (PDF File; 600.092KB).

Prof. Antonio C. Ribeiro-Tupinamba

Professor, Department of Psychology, Federal University of Ceará-Brazil, Fortaleza, Ceará, Brazil

Doctor on Work and Organizational Psychology (University of Giessen - Germany. Researcher supported by CAPES (Brazilian Education Ministry). Coordinater of the interuniversitary Program between the Federal University of Ceará-Brazil and the Universidad Complutense de Madrid (CAPES-DGU). Post-doctoral studies at the Universidad Complutense de Madrid supported by CAPES (Brazilian Ministry of Education). Professor for WOP at the Federal University of Ceará - Brazil. Research interests: Organizational Behavior; WOP; Political Psychology; Professional Counseling.

Patrícia Mendes Castro

Researcher, Department of Administration, Federal University of Ceará-Brazil, Fortaleza, Ceará, Brazil

Organizational Psychologist in several commercial and industrial Organizations in different cities located at the North and Northeastean Brazilian regions. Organizational consulting on organizational behavior. Master in Administration at the Federal University of Ceará-Brazil.

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