Negative Antecedents of Affective Commitment of Filipino Call Center Employees: The Mediating Role of Leader-Member Exchange

  • Felicito Jabutay, Jr, Kasem Bundit University, Bangkok, Thailand
  • Xyle Fe Verbal Bukidnon State University, Malaybalay City, Bukidnon, Philippines
  • Jerwin Jabutay Horwang School, Thailand
  • Nantawan Swangchaeng Kasem Bundit University, Bangkok, Thailand
  • Panidhan Panyanidhikul Kasem Bundit University, Bangkok, Thailand
Keywords: Call center, affective commitment, perceived customer unfriendliness, emotional dissonance, perceived stress


The study aims to provide empirical evidence on the effects of perceived customerunfriendliness, emotional dissonance, and perceived stress on Filipino call center employees’affective commitment. Also, the study intends to show how leader-member exchange(LMX) mediates the relationships between the three posited antecedents and affectivecommitment. The study further proposes a hypothesized model based on insights fromthe literature. Structural equation modeling (SEM) was used in testing the hypotheses usinga dataset from a sample of 689 Filipino call center employees. The results revealedthat emotional dissonance and perceived stress are consequences of perceived customerunfriendliness. They, in turn, posited adverse effects on affective commitment. The resultsalso indicated that LMX exercised a fully mediating role on perceived customer unfriendlinessand affective commitment while partially mediating the stress-commitment relationship.The findings highlight the importance of stakeholders’ intervention programs indecreasing employees’ emotional dissonance and perceived stress. It further implies thatquality LMX initiated by leaders may also facilitate in reducing the adverse effects of customer-related stressors and psychological strains on the affective commitment of Filipinocall center employees.


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