International Business Management

Year: 2016
Volume: 10
Issue: 14
Page No. 2649 - 2659

Relationship Between Negative Customer Behavior and Turnover Intentions: Exploring Interventions of Emotional Exhaustion and Job Satisfaction in Call Centers Agents

Authors : Muhammad Irfan Afzal, Muhammad Salman Shabbir and Muhammad Faisal

References

Armstrong, J.S. and T.S. Overton, 1977. Estimating nonresponse bias in mail surveys. J. Market. Res., 14: 396-402.
Direct Link  |  

Barkham, R. and G. Gudgin, 1996. The Determinants of Small Organization Growth. Jessica Kingsley, London, UK., pp: 21-54.

Bartlett, J.E., J.W. Kotrlik and C.C. Higgins, 2001. Organizational research: Determining appropriate sample size in survey research. Inform. Technol. Learn. Perform. J., 19: 43-50.
Direct Link  |  

Baruch, Y., 1999. Response rate in academic studies-a comparative analysis. Hum. Relat., 52: 421-438.
CrossRef  |  

Brashear, T.G., W.E. Lepkowsk and C. Chelariu, 2003. An empirical test of antecedents and consequences of salesperson job satisfaction among Polish retail salespeople. J. Bus. Res., 56: 971-978.
Direct Link  |  

Brotheridge, C.M. and R.T. Lee, 2003. Development and validation of the emotional labour scale. J. Occupat. Org. Psycho., 76: 365-379.
CrossRef  |  

Calvert, N., 2001. Today's changing call centre: An overview. J. Database Marketing Customer Strategy Manage., 8: 168-175.
CrossRef  |  Direct Link  |  

Choi, S., K. Cheong and R.A. Feinberg, 2012. Moderating effects of supervisor support, monetary rewards and career paths on the relationship between job burnout and turnover intentions in the context of call centers. Managing Serv. Qual. Int. J., 22: 492-516.
Direct Link  |  

Churchill, Jr. G.A., N.M. Ford and O.C. Walker Jr., 1974. Measuring the job satisfaction of industrial salesmen. J. Market. Res., 11: 254-260.
Direct Link  |  

Cordes, C.L. and T.W. Dougherty, 1993. A review and an integration of research on job burnout. Acad. Manage. Rev., 18: 621-656.
Direct Link  |  

Dallimore, K.S., B.A. Sparks and K. Butcher, 2007. The influence of angry customer outbursts on service providers facial displays and affective states. J. Serv. Res., 10: 78-92.
CrossRef  |  

Dormann, C. and D. Zapf, 2004. Customer-related social stressors and burnout. J. Occup. Health Psychol., 9: 61-82.
Direct Link  |  

Fisk, R., S. Grove, L.C. Harris, D.A. Keeffe and K.L. Daunt et al., 2010. Customers behaving badly: A state of the art review, research agenda and implications for practitioners. J. Serv. Marketing, 24: 417-429.
Direct Link  |  

Gilson, K.A. and D.K. Khandelwal, 2005. Getting more from call centers. McKinsey Q., 1: 1-8.

Grandey, A.A., D.N. Dickter and H.P. Sin, 2004. The customer is not always right: Customer aggression and emotion regulation of service employees. J. Organiz. Behav., 25: 397-418.
CrossRef  |  Direct Link  |  

Hair, J.F., C.M. Ringle and M. Sarstedt, 2011. PLS-SEM: Indeed a silver bullet. J. Market. Theory Pract., 19: 139-152.
CrossRef  |  Direct Link  |  

Hellman, C.M., 1997. Job satisfaction and intent to leave. J. Soc. Psychol., 137: 677-689.
Direct Link  |  

Henseler, J., C.M. Ringle and R.R. Sinkovics, 2009. The use of partial least squares path modeling in international marketing. Adv. Int. Market., 20: 277-319.
CrossRef  |  Direct Link  |  

Holman, D.J., 2003. Call Centres. In: In: The New Workplace: A Guide to the Human Impact of Modern Working Practices, Holman, D.J., T.D. Wall, C.W. Clegg, P. Sparrow and A. Howard (Eds.). Wiley, Chichester, England, pp: 115-134.

ICMI Research, 2012. Contact center agent salary, retention and productivity report. ICMI, USA. http://www.icmi.com/Resources/Research/2012-Contact-Center-Agent-Salary-Retention-Productivity-Report.

Ito, J.K. and C.M. Brotheridge, 2005. Does supporting employees' career adaptability lead to commitment, turnover or both. Hum. Resour. Manage., 44: 5-19.

Jaramillo, F., J.P. Mulki and G.W. Marshal, 2005. A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research. J. Bus. Res., 586: 705-714.
CrossRef  |  Direct Link  |  

Karatepe, O.M., 2006. The effects of selected antecedents on the service recovery performance of frontline employees. Serv. Ind. J., 26: 39-57.
Direct Link  |  

Kim, H., D.K. Knight and C. Crutsinger, 2009. Generation Y employees' retail work experience: The mediating effect of job characteristics. J. Bus. Res., 62: 548-556.
Direct Link  |  

Koeske, G.F. and R.D. Koeske, 1993. A preliminary test of a stress-strain-outcome model for reconceptualizing the burnout phenomenon. J. Soc. Serv. Res., 17: 107-135.
Direct Link  |  

Lee, R.T. and B.E. Ashforth, 1996. A meta-analytic examination of the correlates of the three dimensions of job burnout. J. Applied Psychol., 81: 123-133.
CrossRef  |  Direct Link  |  

Lee, T.W. and R.T. Mowday, 1987. Voluntarily leaving an organization: An empirical investigation of steers and Mowday's model of turnover. Acad. Manage. J., 30: 721-743.
Direct Link  |  

Leedy, P.D. and J.E. Ormrod, 2005. Practical Research: Planning and Design. 8th Edn., Pearson Merrill Prentice Hall, Upper Saddle River, NJ., USA., ISBN-13: 9780131247208, Pages: 319.

Leiter, M.P. and C. Maslach, 1988. The impact of interpersonal environment on burnout and organizational commitment. J. Organizational Behav., 9: 297-308.
CrossRef  |  

Lewin, J.E. and J.K. Sager, 2007. A process model of burnout among salespeople: Some new thoughts. J. Bus. Res., 60: 1216-1224.
Direct Link  |  

Little, L.M., D.L. Nelson, M.J. Quade and A. Ward, 2011. Stressful demands or helpful guidance? The role of display rules in Indian call centers. J. Vocational Behav., 79: 724-733.
Direct Link  |  

Locke, E.A., 1976. The Nature and Causes of Job Satisfaction. In: Handbook of Industrial and Organizational Psychology, Dunnette, M.D. (Ed.). Rand McNally, Chicago, pp: 1293-1349.

Mahesh, V.S. and A. Kasturi, 2006. Improving call center agent performance. Int. J. Serv. Ind. Manage., 17: 136-157.

Maslach, C., 1982. Burnout: The Cost of Caring. Prentice-Hall, Englewood Cliffs, New Jersey, ISBN:9780130912312, Pages: 192.

Maslach, C., W.B. Schaufeli and M.P. Leiter, 2001. Job burnout. Annl. Rev. Psychol., 52: 397-422.
CrossRef  |  Direct Link  |  

Mattila, A.S. and D.J. Mount, 2003. The role of call centers in mollifying disgruntled guests. Cornell Hotel Restaurant Administration Q., 44: 75-80.

Mukherjee, A. and N. Malhotra, 2006. Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres. Int. J. Serv. Ind. Manage., 17: 444-473.
Direct Link  |  

Nederlof, A., J. Anton and N.L. Petouhoff, 2002. Customer Obsession: Your Roadmap to Profitable CRM. Anton Press, New Jersey, USA., ISBN:9780971965201, Pages: 245.

Nunnally, J.C. and I.H. Bernstein, 1994. The assessment of reliability. Psychometric Theory, 3: 248-292.

Pallant, J., 2013. SPSS Survival Manual: A Step by Step Guide to Data Analysis Using IBM SPSS. 5th Edn., McGraw-Hill, UK., Pages: 368.

Peccei, R. and P. Rosenthal, 1997. The antecedents of employee commitment to customer service: Evidence from a UK. Int. J. Hum. Resour. Manage., 8: 66-86.
Direct Link  |  

Poddar, A. and R. Madupalli, 2012. Problematic customers and turnover intentions of customer service employees. J. Serv. Marketing, 26: 551-559.
Direct Link  |  

Rehman, O., F. Karim, M. Rafiq and A. Mansoor, 2012. The mediating role of organizational commitment between emotional exhaustion and turnover intention among customer service representatives in Pakistan. Afr. J. Bus. Manage., 6: 9607-9616.
Direct Link  |  

Reynolds, K.L. and L.C. Harris, 2006. Deviant customer behavior: An exploration of frontline employee tactics. J. Marketing Theory Pract., 14: 95-111.
Direct Link  |  

Riggle, R.J., D.R. Edmondson and J.D. Hansen, 2009. A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research. J. Bus. Res., 62: 1027-1030.
CrossRef  |  Direct Link  |  

Sager, J.K., C.M. Futrell and R. Varadarajan, 1989. Exploring salesperson turnover: A causal model. J. Bus. Res., 18: 303-326.
CrossRef  |  Direct Link  |  

Salkind, N.J., 1997. Exploring Research. 3rd Edn., Prentice Hall, Upper Saddle River, New Jerrsey,.

Sawyerr, O.O., S. Srinivas and S. Wang, 2009. Call center employee personality factors and service performance. J. Serv. Marketing, 23: 301-317.
Direct Link  |  

Schaufeli, W.B. and A.B. Bakker, 2004. Job demands, job resources and their relationship with burnout and engagement: A multi-sample study. J. Organiz. Behav., 25: 293-315.
CrossRef  |  Direct Link  |  

Singh, J., J.R. Goolsby and G.K. Rhoads, 1994. Behavioral and psychological consequences of boundary spanning burnout for customer service representatives. J. Marketing Res., 31: 558-569.
CrossRef  |  Direct Link  |  

Siong, Z.B.M., D. Mellor, K.A. Moore and L. Firth, 2006. Predicting intention to quit in the call centre industry: Does the retail model fit?. J. Managerial Psychol., 21: 231-243.
Direct Link  |  

Tabachnick, B.G. and L.S. Fidell, 2012. Using Multivariate Statistics. 6th Edn., Pearson Education, Boston, MA., ISBN-13: 9780205849574, Pages: 983.

Taylor, P. and P. Bain, 2001. Trade unions, workers' rights and the frontier of control in UK call centres. Econ. Ind. Democracy, 22: 39-66.

Tetrick, L.E., K.J. Slack, D.N. Silva and R.R. Sinclair, 2000. A comparison of the stress-strain process for business owners and nonowners: Differences in job demands, emotional exhaustion, satisfaction and social support. J. Occup. Health Psychol., 5: 464-476.
Direct Link  |  

Valle, M.A., G.A. Ruz and S. Varas, 2015. A survival model based on met expectations: Application to employee turnover in a call center. Acad. Latin Am. J. Administration, 28: 177-194.
Direct Link  |  

Wallace, C. and G. Eagleson, 2004. Computer technology, leadership and subordinate intention to turnover in call centres. Int. Employee Relat. Rev., 1: 1-29.

Wegge, J., J. Vogt and C. Wecking, 2007. Customer‐induced stress in call centre work: A comparison of audio‐and videoconference. J. Occup. Organizational Psychol., 80: 693-712.

Wright, T.A. and D.G. Bonett, 1997. The contribution of burnout to work performance. J. Organizational Behav., 18: 491-499.
Direct Link  |  

Yang, H.C., Y.H. Ju and Y.C. Lee, 2016. Effects of job stress on self-esteem, job satisfaction and turnover intention. J. Transnational Manage., 21: 29-39.
Direct Link  |  

Zellars, K.L., W.A. Hochwarter, P.L. Perrewe, A.K. Miles and C. Kiewitz, 2001. Beyond self-efficacy: Interactive effects of role conflict and perceived collective efficacy. J. Managerial Issues, 13: 483-499.
Direct Link  |  

Zikmund, W.G., 2003. Business Research Methods. 7th Edn., Thomson/South-Western, Oklahoma, ISBN-13:9780030350849, Pages: 748.

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved