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Impacto do clima organizacional na intenÃÃo de rotatividade em call centers. / Organizational climate impact on the intention of turnover in call centers .PatrÃcia Mendes Castro 23 March 2009 (has links)
O objetivo principal deste estudo foi investigar as relaÃÃes previsÃveis entre os fatores de
clima organizacional e intenÃÃo de rotatividade. Foi desenvolvido com 333 operadores de call
center de trÃs empresas em Fortaleza (CearÃ). As respostas obtidas foram classificadas em
uma planilha eletrÃnica do programa de SPSS e submetidas a mÃtodos diferentes de
estatÃsticas descritivas. Os resultados das anÃlises de regressÃo para a amostra geral revelou
que o modelo explicou 18% da intenÃÃo de mudar para uma empresa de outro segmento e
20% da intenÃÃo de mudar para outro call center. A âidentificaÃÃo com o cargoâ e
âidentificaÃÃo com o serviÃoâ de telecobranÃa foi significativamente responsÃvel pela
intenÃÃo de mudar para uma empresa de outro segmento. Por outro lado, as variÃveis
âidentificaÃÃo com o cargoâ, âorientaÃÃo tÃcnica fornecida por supervisoresâ, âapoio
socioemocionalâ e âsatisfaÃÃo com a organizaÃÃoâ foram significativamente responsÃvel pela
intenÃÃo de mudar para outro call center. Ã importante mostrar que as variÃveis que mais
interferiram na intenÃÃo para mudar para uma companhia de outro segmento e para a intenÃÃo
de mudar para outro call center eram pertencentes ao grupo de variÃveis do fator de
comportamento. As conclusÃes encontradas nesse estudo podem servir como ponto de partida
para a necessidade de estudos adicionais com mÃtodos semelhantes que podem aumentar o
conhecimento sobre a relaÃÃo entre as variÃveis consideradas em outras realidades
organizacionais. / The main objective of this study was to investigate the predictable relationships between the
factors of organizational climate and turn over intention. It was developed with 333 call
centerâs operators of three companies of charging section in Fortaleza (CearÃ). The obtained
answers were codified in a spreadsheet of the SPSS program and submitted to different
methods of descriptive statistics. The results of the analyses of regression for the general
sample revealed that the model explained the amount of employees (18%) that intended to
change for another company of other segment and the amount (20%) of the intention of
changing for other call centers. The variables âidentification with the positionâ and
âidentification with the tele-charging serviceâ were significantly responsible for the intention
of changing for a company of another segment. On the other hand, the variables
âidentification with the positionâ, technical orientation offered by supervisorsâ, socio-afective
supportâ and âsatisfaction with the organizationâ were significantly responsible for the
intention to change to an organization of other segment. It is important to point out that the
variables that more interfered in the intention to change for a company of another segment
and for the intention of changing for another call center were those belonging to the group of
variables of behavioral factor. The conclusions of the study point to the necessity of further
studies with similar methods that can increase the knowledge about the relationship between
the considered variables in other organizational realities.
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