Detalhes do Documento

The impact of politics in a call center

Autor(es): Santos, Ana

Data: 2016

Identificador Persistente: http://hdl.handle.net/10362/19357

Origem: Repositório Institucional da UNL

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


Descrição

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.

Tipo de Documento Dissertação de mestrado
Idioma Inglês
Orientador(es) Story, Joana
Contribuidor(es) Santos, Ana
facebook logo  linkedin logo  twitter logo 
mendeley logo