Job satisfaction and organizational commitment among customer service representatives at call centre industry in Malaysia / Noor Azlina Mohamed Yunus, Narazatul Akmal Mohamed Yunus and Marhani Mohamed Anuar

• Main Authors: Mohamed Yunus, Noor Azlina, Mohamed Yunus, Narazatul Akmal, Mohamed Anuar, Marhani
• Format: Article
• Language: English
• Published: Faculty of Business and Management, UiTM Shah Alam 2020
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/47312/1/47312.pdf; https://ir.uitm.edu.my/id/eprint/47312/; https://myjms.mohe.gov.my/index.php/ABRIJ/issue/archive

The call centre is a service-intensive organization with a significant proportion of its employees working in direct contact with its customers. Given the nature of front line employees, job satisfaction is a serious issue in call centre as well as the service industry. The front line employees, lik...