The effects of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among turkish call center employees

Abstract

Service industry gained importance in recent periods. Call Centers have been situated within that sector in which emotions are most intensively used. For competitiveness, understanding the emotional processes is important. Therefore, the aim of this study is to understand the effect emotional dissonance has on turnover intentions and absenteeism, and the moderating effect of quality of work life perceptions for call center employees. The study was conducted with 318 Turkish call center employees. A significant positive effect was found regarding emotional dissonance on turnover intentions and on unexcused absenteeism. Instead of functioning as a moderator, quality of work life perceptions affected turnover intentions and absenteeism directly. © 2011 Published by Elsevier Ltd.