The impact of physical environment on employee commitment in call centres

Author:

McGuire David,McLaren Lauren

Abstract

PurposeThe purpose of the paper is to examine the effect of the physical environment on employee commitment. It explores how favourable working conditions can affect an employee's sense of well‐being which in turn can generate higher levels of employee commitment.Design/methodology/approachA questionnaire instrument based upon previously validated measures was completed by 65 front line call centre employees. The Baron and Kenny four‐step procedure for testing mediation effects was adopted.FindingsThe statistical analysis confirms that employee well‐being mediates the relationship between physical environment and employee commitment.Originality/valueThe call centre industry needs to make employees more autonomous by reducing the level of scripting, encouraging greater involvement and participation in work systems and setting targets and the organization of regular team events.

Publisher

Emerald

Subject

Management of Technology and Innovation,Management Information Systems,Organizational Behavior and Human Resource Management

Reference60 articles.

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2. Anderrson, E. and Jansson, A. (2006), “A call for learning – a model for developmental learning in call centres”, paper presented at the 6th UFHRD/AHRD Conference on Human Resource Development Research and Practice across Europe, Tilburg, May 23‐25.

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