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The relationship of job embeddedness and occupational commitment on propensity to stay among contact centre outsourcing employees

Ramin, Ahmad Kaseri and Azizan, Anim Zalina and Ahmad, Abd Razak The relationship of job embeddedness and occupational commitment on propensity to stay among contact centre outsourcing employees. In: International Conference on Technology Management, Business and Entrepreneurship 2012 (ICTMBE 2012), 18-19 December 2012, Renaissance Melaka Hotel, Melaka.

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Abstract

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.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: contact center outsourcing; job embeddedness; occupational commitment; turnover
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD2321-4731 Industry
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Ms Aryanti Ahmad
Date Deposited: 08 Jan 2013 00:52
Last Modified: 08 Jan 2013 00:52
URI: http://eprints.uthm.edu.my/id/eprint/3401
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