Organizational commitment of call center workers

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.摘要 本文分析了位于巴西米纳斯吉拉斯州贝洛奥里藏特市的呼叫中心员工的组织承诺程度。在确立核心主题的概念框架后，本文展示了一项结合定量与定性研究方法的描述性案例研究结果。本次研究共收集399份问卷与22份访谈数据，前者经统计处理，后者则开展内容分析。此类信息无产者的组织承诺主导基础为"绩效性义务"，其次为"情感性义务"。研究发现，员工在该类组织中的供职时长越长，其整体组织承诺水平越低，该结论可通过访谈数据得到部分佐证。