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Chinese call centre industry is now encountering a serious problem of high turnover. This study investigates the relative importance of job satisfaction, organisational commitment and career commitment on turnover intention in Chinese call centres. Data were collected from call centres of three dominating telecommunication companies in China. Multiple regression and dominance analysis are used based on the sample of 231 call centre employees. The results indicated that relationship between organisational commitment and turnover intention as well as between career commitment and turnover intention is significantly negative. More importantly, the result demonstrated that career commitment was the most important predictor of call centre employees' turnover intention. Based on the research findings, implications of improving human resource management in Chinese service industry are suggested.
Zhou et al. (Thu,) studied this question.