Organizational commitment of call center workers

Abstract

ABSTRACTThis article analyzes the extent of organizational commitment of a call center mployees, located in Belo Horizonte (Minas Gerais, Brazil). After the conceptual design of the central theme, we expose the results of a descriptive case study with quantitative and qualitative approaches. Data from 399 questionnaires and 22 interviews are, respectively, statistically treated and subjected to content analysis. The predominant basis of commitment among these infoproletarians was "performance obligation" and, to a lesser extent, "affective obligation". We observed that the higher the experience period in this type of organization, the lower the levels of commitment in general, facts that were clarified, in part, through the interviews.