search query: @indexterm call centres / total: 21
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| Author: | Malhotra, N. Budhwar, P. Prowse, P. |
| Title: | Linking rewards to commitment: an empirical investigation of four UK call centres |
| Journal: | International journal of human resource management
2007 : DEC, VOL. 18:12, p. 2095-2127 |
| Index terms: | human resource management commitment incentives employee motivation job enrichment job design call centres United Kingdom theories |
| Freeterms: | rewards |
| Language: | eng |
| Abstract: | This paper examines relationships among frontline employees' perceptions of extrinsic and intrinsic (hereafter as: ext-and-int.) rewards and the three components of organizational commitment, that is, affective, normative and continuance (here as: a-n-c.) commitment. Based on a large survey in four call centres of a major retail bank in the U.K., the results support the contentions of exchange theory, highlighting the significance of both ext-and-int. rewards to develop a-n-c. commitment in call centre employees. This study also helps to identify the antecedents developing each component of commitment etc. |
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