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Leadership practices, organizational...

University of Phoenix.

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Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center./
作者:	Nicholson, William Mark.
面頁冊數:	259 p.
附註:	Adviser: Katherine B. Downey.
Contained By:	Dissertation Abstracts International70-03A.
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3350859
ISBN:	9781109064612

Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center.
Nicholson, William Mark.

Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center. - 259 p.

Adviser: Katherine B. Downey.

Thesis (D.M.)--University of Phoenix, 2009.

The purpose of the correlational study was to explore the relationship between (a) supervisory leadership practice usage and inbound call center agent organizational commitment, (b) demographic variables and organizational commitment, and (c) organizational commitment and turnover intentions. The research leveraged (a) Kouzes and Posner's leadership practices, (b) Meyer and Allen's three-component commitment model, and (c) questions sourced to the Michigan Organizational Assessment Questionnaire. The findings indicated that supervisory leadership practice usage and agents' affective and normative commitment are positively related and agents' affective, normative, and continuance commitment are negatively related to turnover intention. Job and organizational tenure are not significantly related to organizational commitment. The study is the first known research to relate these variables among inbound agents in a U.S.-based call center organization.

ISBN: 9781109064612Subjects--Topical Terms:

626628
Business Administration, Management.

Leadership practices, organizational commitment, and turnover intentions: A correlational study in a call center.
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520 $a The purpose of the correlational study was to explore the relationship between (a) supervisory leadership practice usage and inbound call center agent organizational commitment, (b) demographic variables and organizational commitment, and (c) organizational commitment and turnover intentions. The research leveraged (a) Kouzes and Posner's leadership practices, (b) Meyer and Allen's three-component commitment model, and (c) questions sourced to the Michigan Organizational Assessment Questionnaire. The findings indicated that supervisory leadership practice usage and agents' affective and normative commitment are positively related and agents' affective, normative, and continuance commitment are negatively related to turnover intention. Job and organizational tenure are not significantly related to organizational commitment. The study is the first known research to relate these variables among inbound agents in a U.S.-based call center organization.
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