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Within call center industry, workforce turnover has been one of the most pressing issues for many years. Excessive employee turnover rate is detrimental to organizations. It is related to direct and indirect costs; it affects morale, productivity, reputation, and survival of the organizations. (Hemdi & Nasurdin: 2006)
The prediction and understanding of employee turnover intentions has been studied from many different perspectives. A majority of these studies have focused solely on the direct antecedents and examined their roles in the context of process models of turnover. In addition, previous turnover intentions studies have focused exclusively on job-related variables (e...
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