IDEAS home Printed from
   My bibliography  Save this paper

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


  • Michel Cossette
  • Alain Gosselin


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).

Suggested Citation

  • Michel Cossette & Alain Gosselin, 2009. "Quitter ou rester : analyse des profils d'intention de départ d'agents en centre de contact clients," CIRANO Working Papers 2009s-40, CIRANO.
  • Handle: RePEc:cir:cirwor:2009s-40

    Download full text from publisher

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Michael Marlow, 1988. "Fiscal decentralization and government size," Public Choice, Springer, vol. 56(3), pages 259-269, March.
    2. Alberto Alesina & Guido Tabellini, 2007. "Bureaucrats or Politicians? Part I: A Single Policy Task," American Economic Review, American Economic Association, vol. 97(1), pages 169-179, March.
    3. Ben Lockwood, 2002. "Distributive Politics and the Costs of Centralization," Review of Economic Studies, Oxford University Press, vol. 69(2), pages 313-337.
    4. Besley, Timothy & Smart, Michael, 2007. "Fiscal restraints and voter welfare," Journal of Public Economics, Elsevier, vol. 91(3-4), pages 755-773, April.
    5. Alesina, Alberto & Tabellini, Guido, 2008. "Bureaucrats or politicians? Part II: Multiple policy tasks," Journal of Public Economics, Elsevier, vol. 92(3-4), pages 426-447, April.
    6. Carlsson, Hans & van Damme, Eric, 1993. "Global Games and Equilibrium Selection," Econometrica, Econometric Society, vol. 61(5), pages 989-1018, September.
    7. Jin, Jing & Zou, Heng-fu, 2002. "How does fiscal decentralization affect aggregate, national, and subnational government size?," Journal of Urban Economics, Elsevier, vol. 52(2), pages 270-293, September.
    8. Brulhart, Marius & Jametti, Mario, 2006. "Vertical versus horizontal tax externalities: An empirical test," Journal of Public Economics, Elsevier, vol. 90(10-11), pages 2027-2062, November.
    9. Wilson, John Douglas & Janeba, Eckhard, 2005. "Decentralization and international tax competition," Journal of Public Economics, Elsevier, vol. 89(7), pages 1211-1229, July.
    10. Grossman, Philip J & West, Edwin G, 1994. "Federalism and the Growth of Government Revisited," Public Choice, Springer, vol. 79(1-2), pages 19-32, April.
    11. Oates, Wallace E, 1985. "Searching for Leviathan: An Empirical Study," American Economic Review, American Economic Association, vol. 75(4), pages 748-757, September.
    12. Bardhan, Pranab & Mookherjee, Dilip, 2005. "Decentralizing antipoverty program delivery in developing countries," Journal of Public Economics, Elsevier, vol. 89(4), pages 675-704, April.
    13. Arzaghi, Mohammad & Henderson, J. Vernon, 2005. "Why countries are fiscally decentralizing," Journal of Public Economics, Elsevier, vol. 89(7), pages 1157-1189, July.
    14. Besley, Timothy & Coate, Stephen, 2003. "Centralized versus decentralized provision of local public goods: a political economy approach," Journal of Public Economics, Elsevier, vol. 87(12), pages 2611-2637, December.
    15. Mariano Tommasi & Federico Weinschelbaum, 2007. "Centralization vs. Decentralization: A Principal-Agent Analysis," Journal of Public Economic Theory, Association for Public Economic Theory, vol. 9(2), pages 369-389, April.
    16. Michael Nelson, 1986. "An empirical analysis of state and local tax structure in the context of the Leviathan model of government," Public Choice, Springer, vol. 49(3), pages 283-294, January.
    17. Yukihiro Nishimura, 2006. "Human Fallibility, Complementarity, and Fiscal Decentralization," Journal of Public Economic Theory, Association for Public Economic Theory, vol. 8(3), pages 487-501, August.
    18. Panizza, Ugo, 1999. "On the determinants of fiscal centralization: Theory and evidence," Journal of Public Economics, Elsevier, vol. 74(1), pages 97-139, October.
    19. Galeotti, Gianluigi & Breton, Albert, 1986. "An Economic Theory of Political Parties," Kyklos, Wiley Blackwell, vol. 39(1), pages 47-65.
    20. Michael J. Keen & Christos Kotsogiannis, 2002. "Does Federalism Lead to Excessively High Taxes?," American Economic Review, American Economic Association, vol. 92(1), pages 363-370, March.
    21. John Ferejohn, 1986. "Incumbent performance and electoral control," Public Choice, Springer, vol. 50(1), pages 5-25, January.
    22. Dilip Mookherjee & Pranab K. Bardhan, 2000. "Capture and Governance at Local and National Levels," American Economic Review, American Economic Association, vol. 90(2), pages 135-139, May.
    23. Marlow, Michael L, 1991. "Privatization and Government Size," Public Choice, Springer, vol. 68(1-3), pages 273-276, January.
    24. Seabright, Paul, 1996. "Accountability and decentralisation in government: An incomplete contracts model," European Economic Review, Elsevier, vol. 40(1), pages 61-89, January.
    25. Wilson, John D., 1986. "A theory of interregional tax competition," Journal of Urban Economics, Elsevier, vol. 19(3), pages 296-315, May.
    Full references (including those not matched with items on IDEAS)


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. 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). General contact details of provider: .

    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.

    We have no references for this item. You can help adding them by using 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 RePEc Author Service 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.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.