Suchergebnisse

PurposeModels of workplace turnover are rarely assessed in contexts other than that in which they were developed. This reduces their generalizability and their usefulness in providing managers with guidance as to what they might do to reduce workers intentions to quit. The purpose of this study is to test a model derived from a study of shop floor retail salespeople in the call centre environment.Design/methodology/approachA questionnaire measuring the variables in the model was completed by 126 call centre representatives recruited from 11 call centres in Melbourne, Australia.FindingsAlthough the model was supported, the interactions among the variables differed. In particular, stressors played a bigger, albeit indirect, role in the intention to quit.Practical implicationsCall centre managers need to consider carefully the aspects of the work environment that may be stressful. If appropriately addressed, turnover may be reduced, and productivity increased.Originality/valueThis paper demonstrates that the model of turnover derived from shop floor salespeople is generally robust in the call centre setting. It provides management of call centres with some guidance as to the factors associated with turnover and areas that can be addressed to reduce it.

Although a relationship between volunteering and well-being has been demonstrated in numerous studies, well-being has generally been poorly operationalized and often defined by the relative absence of pathology. In this study, the authors take a positive approach to defining well-being and investigate the relationship between volunteering and personal and neighborhood well-being. The theoretical approach incorporates elements of the homeostatic model of well-being. A sample of 1,289 adults across Australia completed a questionnaire that assessed personal and neighborhood wellbeing, personality factors, and the psychosocial resources implicated in the homeostatic model of well-being. Analyses reveal that volunteers had higher personal and neighborhood well-being than nonvolunteers and that volunteering contributed additional variance in well-being even after psychosocial and personality factors were accounted for. The findings are discussed in terms of previous research and the homeostatic model of well-being, and it is argued that the relationship between volunteering and well-being is robust.