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  • Walden University ScholarWorks

    Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral StudiesCollection

    2017

    Employees' Organizational Commitment and Turnover Intentions Andrea Annette Bonds Walden University

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  • Walden University

    College of Management and Technology

    This is to certify that the doctoral study by

    Andrea Annette Bonds

    has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made.

    Review Committee Dr. Charlene Dunfee, Committee Chairperson, Doctor of Business Administration

    Faculty

    Dr. Kevin Davies, Committee Member, Doctor of Business Administration Faculty

    Dr. Roger Mayer, University Reviewer, Doctor of Business Administration Faculty

    Chief Academic Officer Eric Riedel, Ph.D.

    Walden University 2017

  • Abstract

    Employees’ Organizational Commitment and Turnover Intentions

    by

    Andrea A. Bonds

    MS, Walden University, 2008

    BS, Radford University, 2006

    Doctoral Study Submitted in Partial Fulfillment

    of the Requirements for the Degree of

    Doctor of Business Administration

    Walden University

    August 2017

  • Abstract

    Employees who want to leave their companies may exhibit low morale and commitment

    to organizations, which may affect the way employees interact with customers. The

    purpose of this correlational study was to examine the relationship between employees’

    affective, continuance, and normative commitment to their organizations and their

    turnover intentions. The target population consisted of individuals with 2 or more years

    of call center experience who resided in the United States. Meyer, Allen, and Smith’s 3-

    component model of commitment provided the study’s theoretical framework. A

    purposive sampling of participants, which included a targeted audience and individuals

    who accessed the survey from Facebook and LinkedIn, returned 81 usable surveys. Data

    were analyzed using multiple linear regression analysis. The overall regression model

    showed a statistically significant relationship between the 3 forms of commitment and

    turnover intentions, although normative commitment had the strongest relationship with

    turnover intentions. Study results provide additional evidence showing that employees’

    affective, continuance, and normative commitment to their organizations relate to their

    turnover intentions. These results may contribute to positive social change by helping

    leaders to better understand the relationship between employees’ organizational affective,

    continuance, and normative commitment and turnover intentions. With this knowledge,

    leaders may be able to decrease turnover and turnover-related costs and increase firm

    performance. The money saved from turnover costs can be used to develop employees,

    invest in the company culture, or contribute to community-related programs.

  • Employees’ Organizational Commitment and Turnover Intentions

    by

    Andrea A. Bonds

    MS, Walden University, 2008

    BS, Radford University, 2006

    Doctoral Study Submitted in Partial Fulfillment

    of the Requirements for the Degree of

    Doctor of Business Administration

    Walden University

    August 2017

  • Dedication

    I dedicate this paper to the people who motivated me the most over the past 4

    years. My mom, the strongest woman I know, taught me about humility and dedication

    to any task. My dad, the strongest man I know, taught me about hard work and

    perseverance. My three beautiful daughters, Jade, Joi, and Tiana, who loved and

    supported me every step of the way. Each day, you were the light to my fire throughout

    this process. For that, I love and thank you for your sacrifices. We did it!

  • Acknowledgments

    I would like to thank my faculty chair, Dr. Charlene Dunfee; second committee

    member, Dr. Kevin Davies; university research reviewer, Dr. Roger, Mayer; and program

    director, Dr. Freda Turner. Each of these wonderful people helped me in so many ways.

    I could not have asked for a better team.

  • i

    Table of Contents

    List of Tables .......................................................................................................................v  

    List of Figures .................................................................................................................... vi  

    Section 1: Foundation of the Study ......................................................................................1  

    Background of the Problem ...........................................................................................1  

    Problem Statement .........................................................................................................2  

    Purpose Statement ..........................................................................................................3  

    Nature of the Study ........................................................................................................4  

    Research Question .........................................................................................................5  

    Hypotheses .....................................................................................................................5  

    Theoretical Framework ..................................................................................................5  

    Operational Definitions ..................................................................................................6  

    Assumptions, Limitations, and Delimitations ................................................................7  

    Assumptions ............................................................................................................ 7  

    Limitations .............................................................................................................. 8  

    Delimitations ........................................................................................................... 8  

    Significance of the Study ...............................................................................................8  

    Contribution to Business Practice ........................................................................... 9  

    Implications for Social Change ............................................................................... 9  

    A Review of the Professional and Academic Literature ..............................................10  

    Application to the Business Problem .....................................................................12  

    Literature on Meyer and Allen’s Three Component Model of Commitment ....... 13  

  • ii

    Literature on the Independent Variable of Affective Commitment and Its

    Measurement ............................................................................................. 18  

    Literature on the Independent Variable of Continuance Commitment and

    Its Measurement ........................................................................................ 25  

    Literature on the Independent Variable of Normative Commitment and Its

    Measurement ............................................................................................. 32  

    Literature on the Dependent Variable of Turnover Intentions and Its

    Measur