Document details

The impact of politics in a call center

Author(s): Santos, Ana

Date: 2016

Persistent ID:

Origin: Repositório Institucional da UNL

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


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
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