THE EFFECT OF INTELLECTUAL CAPITAL COMPONENTS ON ORGANIZATIONAL COMMITMENT: A RESEARCH IN CALL CENTER SECTOR

Abstract

Intellectual capital and organizational commitment issues have been rarely studied in call center sector. The purpose of this study is to determine the effect of intellectual capital components on employees' organizational commitment. Research data was obtained by 671 employees working in the call center in Turkey. In the analysis phase of the data, SPSS statistical software program was firstly used and performed frequency distribution, descriptive statistics, reliability analysis, correlation analysis and exploratory factor analysis tests. The data set finalized as a result of exploratory factor analysis in SPSS was processed into AMOS, a structural equation model program, and research hypotheses were tested using confirmatory factor analysis and path analysis methods. As a result of the research; a significant relation was found between intellectual capital components and organizational commitment. These findings show that any improvement in the intellectual capital components will also increase the organizational commitment.