Advanced Search
MyIDEAS: Login to save this paper or follow this series

Quitter ou rester : analyse des profils d’intention de départ d’agents en centre de contact – clients

Contents:

Author Info

  • Michel Cossette

    ()

  • Alain Gosselin
Registered author(s):

    Abstract

    Studies presented in this paper adopted a perspective not yet investigated in employee turnover models. We proposed the use of distinct measures of intention to quit for another job inside the organization and outside the organization, and the use of a measure of intention to stay in the job. Based on these measures, a first study was conducted on a sample of 454 employees working in call centers. Results suggested the existence of 4 distinct profiles. The second study aimed to further investigate the usefulness of these profiles in our comprehension of the employee turnover or retention process. The four profiles obtained differential results on several variables such as attitudes toward the job and organization, job search efforts and behaviour, and different types of turnover (voluntary, involuntary and internal). Les études présentées dans le présent cahier adoptent une perspective inexploitée dans les modèles du roulement du personnel en proposant l’utilisation des mesures de l’intention de quitter au sein du même employeur ou pour un autre employeur, ainsi qu’une mesure de l’intention de rester. La première étude, menée auprès de 454 employés de centre de contact-clients, a permis de cerner quatre profils distincts à partir de ces mesures d’intention. La deuxième étude visait à mieux cerner l’utilité de ces profils pour la compréhension du processus de roulement ou de rétention du personnel. Ainsi, les quatre profils ont obtenu des résultats différents quant aux attitudes envers le travail et l’organisation, aux démarches de recherche d’emploi, ainsi qu’aux types de roulement du personnel (volontaire, involontaire et interne).

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.cirano.qc.ca/pdf/publication/2009s-40.pdf
    Download Restriction: no

    Bibliographic Info

    Paper provided by CIRANO in its series CIRANO Working Papers with number 2009s-40.

    as in new window
    Length:
    Date of creation: 01 Sep 2009
    Date of revision:
    Handle: RePEc:cir:cirwor:2009s-40

    Contact details of provider:
    Postal: 2020 rue University, 25e étage, Montréal, Quéc, H3A 2A5
    Phone: (514) 985-4000
    Fax: (514) 985-4039
    Email:
    Web page: http://www.cirano.qc.ca/
    More information through EDIRC

    Related research

    Keywords: employee retention; employee turnover; job attitudes; job search; turnover culture; call center. ; rétention du personnel; roulement du personnel; attitudes au travail; recherche d’emploi; culture de roulement; centre d’appels;

    This paper has been announced in the following NEP Reports:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:cir:cirwor:2009s-40. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Webmaster).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.