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

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).
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