The impact of physical environment on employee commitment in call centres

Abstract

Purpose The purpose of the paper is to examine the effect of the physical environment on employee commitment. It explores how favourable working conditions can affect an employee's sense of well‐being which in turn can generate higher levels of employee commitment. Design/methodology/approach A questionnaire instrument based upon previously validated measures was completed by 65 front line call centre employees. The Baron and Kenny four‐step procedure for testing mediation effects was adopted. Findings The statistical analysis confirms that employee well‐being mediates the relationship between physical environment and employee commitment. Originality/value The call centre industry needs to make employees more autonomous by reducing the level of scripting, encouraging greater involvement and participation in work systems and setting targets and the organization of regular team events.

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