A Three-Dimensional Analysis of Turnover Intention Among Employees of ITES/BPO Sector

This paper aims at testing a conceptual model connecting variables of the demographical characteristics of the employees, internal and external work environment to ITES/BPO employee turnover. Based on the gaps identified from the literature, the study seeks to examine the influence of intervening variables such as alternative job availability and organizational commitment on turnover intention. The findings suggest that organizations need to focus on how to foster organizational commitment, to enhance job satisfaction, reduce job stress and provide support to facilitate employee retention. The findings of this study would provide information that will be useful to management practitioners and academicians.