Does relational paradigm lead to staff commitment: evidence from Indian call centres

Sanjaya Gaur, Manish Goswami, Ali QUAZI

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

This paper empirically investigates the effect of relational elements and employee demographics on commitment of employees to their organisations. The data consisted of responses from a sample of 169 customer service representatives employed in call centres in India's most cosmopolitan city, Mumbai. The results reveal a positive impact of relational drivers on employees' commitment to call centres. However, age and level of education of employees have negative effects on employee commitment to their organisations. These results confirm relational elements to be the strongest predictors of employee commitment to call centres. The implications of these findings are that Indian call centres should strive to build relationships with employees as a strategy to secure their commitment to call centres. These findings and their implications for employee retention strategies of Indian call centres are highlighted in the paper. The paper also identifies its limitations as well as areas for further research.
Original languageEnglish
Pages (from-to)287-302
Number of pages16
JournalJournal for Global Business Advancement
Volume7
Issue number4
DOIs
Publication statusPublished - 2014

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Paradigm
Call centres
Staff
Employees
Employee commitment
Predictors
Employee retention
Demographics
Customer service
India
Education

Cite this

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Does relational paradigm lead to staff commitment: evidence from Indian call centres. / Gaur, Sanjaya; Goswami, Manish; QUAZI, Ali.

In: Journal for Global Business Advancement, Vol. 7, No. 4, 2014, p. 287-302.

Research output: Contribution to journalArticle

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