Purpose

This paper aims to investigate the impact of task interdependence and leader–member exchange, as social exchange variables, on affective commitment and turnover intent of new workers in an industry with high attrition rates. In addition, the paper examines the mediating effects of affective commitment.

Design/methodology/approach

The present study drew insights from the literature to formulate hypotheses that link the two social exchange variables on affective commitment and turnover intent. Through the utilization of the data collected from 441 call center agents working for eight call centers in the Philippines, the hypotheses were tested and analyzed using structural equation modeling.

Findings

The results reveal that task interdependence and leader–member exchange are positive antecedents of affective commitment and negative predictors of turnover intent. Further analysis reveals that affective commitment fully mediates the effects of the two social exchange variables on turnover intent.

Practical implications

The results imply that call centers can help improve new workers' affective commitment and reduce their turnover intent through job designs that can facilitate high task interdependence. Furthermore, training team leaders or supervisors to develop leadership styles that are more focused on people and relationships may also increase the agents' commitment and reduce their quit intention.

Originality/value

This paper is the first to demonstrate that social exchange variables can also impact the affective commitment and turnover intent of new workers in an industry known to have heavy supervisorial monitoring, high demands in terms of work quotas and high turnover rates.

中文翻译：

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新员工的离职意图：社会交流的观点

目的

本文旨在研究任务相互依赖和领导者-成员交换（作为社会交换变量）对高流失率行业中新员工的情感承诺和离职意图的影响。此外，本文还考察了情感承诺的中介作用。

设计/方法/方法

本研究从文献中获得了见识，以提出将情感承诺和离职意图这两个社会交流变量联系起来的假设。通过利用从在菲律宾的八个呼叫中心工作的441个呼叫中心座席收集的数据，使用结构方程模型对假设进行了测试和分析。

发现

结果表明，任务相互依赖和领导者与成员之间的交换是情感承诺的积极前提，而离职意图则是消极的预测因素。进一步的分析表明，情感承诺完全调解了两个社会交往变量对离职意图的影响。

实际影响

结果表明，呼叫中心可通过可促进高度任务相互依赖的工作设计来帮助提高新员工的情感投入并降低其离职意图。此外，培训团队的领导者或主管以建立更侧重于人和人际关系的领导风格，也可能会增加代理商的承诺并降低其退出意愿。

创意/价值

本文是第一个证明社会交流变量也会影响新员工的情感承诺和离职意图的行业，该行业已知具有严格的监督监控，对工作配额的高要求和较高的离职率。