A study on the employee turnover antecedents in ITES/BPO sector Online publication date: Thu, 15-Apr-2010
by K.R. Sree Rekha, T.J. Kamalanabhan
International Journal of Learning and Change (IJLC), Vol. 4, No. 2, 2010
Abstract: This paper aims at testing a conceptual model connecting variables of the internal and external work environment to ITES/BPO employee turnover. Based on the gaps identified from the literature that no single model explains in a comprehensive way as to why, people choose to leave and the lack of turnover studies on call centers located in India. The model in this paper seeks to conceptualise both external and internal factors that could influence turnover intention in call center employees. The study seeks to examine the influence of intervening variables such as alternative job availability and organisational commitment on turnover intention. The findings suggest that organisations need to focus on how to foster organisational commitment, to enhance job satisfaction, reduce job stress and provide support to facilitate employee retention. The findings of this study would provide information that will be useful to management practitioners and academicians.
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