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|
Professor, Department of Psychology, Federal University of Ceará-Brazil, Fortaleza, Ceará, Brazil
Researcher, Department of Administration, Federal University of Ceará-Brazil, Fortaleza, Ceará, Brazil
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