Title: A study on the employee turnover antecedents in ITES/BPO sector

Authors: K.R. Sree Rekha, T.J. Kamalanabhan

Addresses: Department of Management Studies, Indian Institute of Technology, Madras, Chennai-600036, India. ' Department of Management Studies, Indian Institute of Technology, Madras, Chennai-600036, India

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.

Keywords: business process outsourcing; BPO; ICT; information technology; communications technology; enabling services; ITES; employee turnover; worker perceptions; organisational support; stress; job satisfaction; workforce commitment; organisational justice; India; work environment; call centres; intervening variables; alternative job availability; employee retention; learning; change.

DOI: 10.1504/IJLC.2010.032710

International Journal of Learning and Change, 2010 Vol.4 No.2, pp.164 - 180

Published online: 15 Apr 2010 *

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