Browsing by Author "Mikkilä, Veera"

Aims. The aim of this study is to discover the factors influencing which employees’ experience of organizational commitment during changes in contact center work environment. Meyer and Allen’s three component model of organizational commitment is used as the theoretical frame. It interprets organizational commitment through three components: affective, normative, and continuous commitment. The research focuses on areas impacting affective commitment. Methods. The study was conducted as thematic interviews during the fall of 2019. Seven per-manent employees of the target organization attended the interviews. The material was spelled out, after which it was coded according to the themes. The method of the analysis is thematic design, in which the formation of themes proceeds to a more detailed examination. Results and Conclusions. The most prominent finding in the study was the employees’ experiences of the role and the support of the supervisor for commitment. Reflecting the theoretical frame, the results of this study comply with Meyer & Allen’s three-component theory. Based on the study, the affective commitment of the employees of the target organization can be seen as low, and the level of commitment can be explained by normative or continuance aspects of commitment.