Document details

The impact of politics in a call center: A moderated mediation of burnout, job commitment and justice sensitivity

Author(s): Santos, Ana Sofia Ferro dos

Date: 2016

Persistent ID: http://hdl.handle.net/10362/18599

Origin: Repositório Institucional da UNL

Subject(s): Affective commitment; Perceived organizational politics; Burnout; Justice sensitivity; Domínio/Área Científica::Ciências Sociais::Economia e Gestão; Domínio/Área Científica::Ciências Sociais::Economia e Gestão; Domínio/Área Científica::Ciências Sociais::Economia e Gestão


Description

This work aims to study the effect of Perceived Organizational Politics on Affective Commitment and the mediating and moderating processes through which this relationship occurs. Based on a sample of Call Center workers it was tested whether Burnout mediated the relationship between Perceived Organizational Politics (POP) and Affective Commitment. Results showed that Burnout does mediate that relationship. It was also studied whether Justice Sensitivity (JS) moderates the mediated relationship such that this relationship is stronger when JS is higher. This moderator effect was confirmed. However, this moderator effect wasn’t found to strengthen the relationship between POP and Affective Commitment through Burnout.

Document Type Master thesis
Language English
Advisor(s) Story, Joana
Contributor(s) Santos, Ana Sofia Ferro dos
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