The relationship of job embeddedness and occupational commitment on propensity to stay among contact centre outsourcing employees
Contact Center Outsourcing has been identified as the knowledge-based business services in which Malaysia has an endowment to compete along the regional matured markets such as India and Philippines. However, challenges related to human resources particularly the high turnover rate experience...
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| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/3401/ http://eprints.uthm.edu.my/3401/1/MGT060.pdf |
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| Summary: | Contact Center Outsourcing has been identified as the knowledge-based business services in which
Malaysia has an endowment to compete along the regional matured markets such as India and
Philippines. However, challenges related to human resources particularly the high turnover rate
experienced by the industry may impede future growth of the industry. Therefore, the study was
conducted to identify the relationship between job embeddedness and occupational commitment to the
propensity to stay among contact center employees. Questionnaires were used as instrument of data
collection in which 169 respondents responded to the survey. Descriptive and correlation tests were
performed to analyze the data collected. It was concluded that job embeddedness and occupational
commitment were significantly correlated to propensity to stay among employees in contact center
outsourcing industry. |
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