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Factors influencing absenteeism and intention to leave in a call centre
Author(s) -
Schalk René,
Van Rijckevorsel Adriënne
Publication year - 2007
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.2007.00198.x
Subject(s) - absenteeism , call centre , psychology , social psychology , applied psychology , demographic economics , business , engineering , economics , telecommunications
Personal, job, as well as contract characteristics and workplace attitudes were related to frequency of absenteeism and intention to leave of call centre employees. Frequency of absenteeism and intention to leave were found to be mainly influenced by contract characteristics and workplace attitudes, while job characteristics and personal characteristics were less important.