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Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction

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  • Margherita Zito
  • Federica Emanuel
  • Monica Molino
  • Claudio Giovanni Cortese
  • Chiara Ghislieri
  • Lara Colombo

Abstract

Background: Turnover intentions refer to employees’ intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors’ support, in the perception of job satisfaction and turnover intentions among an Italian call center. Method: The study involved 318 call center agents of an Italian Telecommunication Company. Data analysis first performed descriptive statistics through SPSS 22. A path analysis was then performed through LISREL 8.72 and tested both direct and indirect effects. Results: Results suggest the role of resources in fostering job satisfaction and in decreasing turnover intentions. Emotional dissonance reveals a negative relation with job satisfaction and a positive relation with turnover. Moreover, job satisfaction is negatively related with turnover and mediates the relationship between job resources and turnover. Conclusion: This study contributes to extend the knowledge about the variables influencing turnover intentions, a crucial problem among call centers. Moreover, the study identifies theoretical considerations and practical implications to promote well-being among call center employees. To foster job satisfaction and reduce turnover intentions, in fact, it is important to make resources available, but also to offer specific training programs to make employees and supervisors aware about the consequences of emotional dissonance.

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  • Margherita Zito & Federica Emanuel & Monica Molino & Claudio Giovanni Cortese & Chiara Ghislieri & Lara Colombo, 2018. "Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction," PLOS ONE, Public Library of Science, vol. 13(2), pages 1-16, February.
    • Handle: RePEc:plo:pone00:0192126
    DOI: 10.1371/journal.pone.0192126
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    Cited by:

    1. Seng-Su Tsang & Thi Vinh Tran Nguyen, 2023. "Sociocultural adaptation and job satisfaction as mediators between cultural competence and intention to stay among Vietnamese workers in Taiwan," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    2. Margherita Zito & Emanuela Ingusci & Claudio G. Cortese & Maria Luisa Giancaspro & Amelia Manuti & Monica Molino & Fulvio Signore & Vincenzo Russo, 2021. "Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(8), pages 1-20, April.
    3. Renate Willems & Constance Drossaert & Peter ten Klooster & Harald Miedema & Ernst Bohlmeijer, 2021. "The Role of Self-Compassion in the Job Demands-Resources Model, an Explorative Study among Crisis Line Volunteers," IJERPH, MDPI, vol. 18(18), pages 1-17, September.
    4. Margherita Zito & Lara Colombo & Laura Borgogni & Antonino Callea & Roberto Cenciotti & Emanuela Ingusci & Claudio Giovanni Cortese, 2019. "The Nature of Job Crafting: Positive and Negative Relations with Job Satisfaction and Work-Family Conflict," IJERPH, MDPI, vol. 16(7), pages 1-12, April.
    5. Pedro Ferreira & Sofia Gomes, 2021. "The Role of Resilience in Reducing Burnout: A Study with Healthcare Workers during the COVID-19 Pandemic," Social Sciences, MDPI, vol. 10(9), pages 1-13, August.
    6. Amrita Gupta & T. V. Sekher, 2023. "Call Centers and Associated Health Hazard for Women Employees: A Review of Health Implications for Women Employees of Transnational Call Centers in India," SAGE Open, , vol. 13(3), pages 21582440231, August.
    7. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.

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