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首页> 外文期刊>International Journal of Services Technology and Management >What is the most important predictor of employees'turnover intention in Chinese call centre: job satisfaction, organisational commitment or career commitment?
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What is the most important predictor of employees'turnover intention in Chinese call centre: job satisfaction, organisational commitment or career commitment?

机译：在中国呼叫中心，员工离职意愿最重要的预测因素是：工作满意度，组织承诺或职业承诺？

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摘要

Chinese call centre industry is now encountering a serious problem of high turnover. This study investigates the relative importance of job satisfaction, organisational commitment and career commitment on turnover intention in Chinese call centres. Data were collected from call centres of three dominating telecommunication companies in China. Multiple regression and dominance analysis are used based on the sample of 231 call centre employees. The results indicated that relationship between organisational commitment and turnover intention as well as between career commitment and turnover intention is significantly negative. More importantly, the result demonstrated that career commitment was the most important predictor of call centre employees' turnover intention. Based on the research findings, implications of improving human resource management in Chinese service industry are suggested.
机译：中国的呼叫中心行业现在遇到了营业额高的严重问题。这项研究调查了中国呼叫中心的工作满意度，组织承诺和职业承诺对离职意向的相对重要性。数据是从中国三个主要电信公司的呼叫中心收集的。基于231个呼叫中心员工的样本，使用了多元回归和优势分析。结果表明，组织承诺与离职意图之间以及职业承诺与离职意图之间的关系均显着为负。更重要的是，结果表明，职业承诺是呼叫中心员工离职意愿的最重要预测指标。根据研究结果，提出了改善中国服务业人力资源管理的启示。

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