Role Clarity's Impact On The Relationship Between Human Resources Practices And Intention To Leave, An Empirical Study Among Call Centre Personnel

Main Article Content

Suguna Sinniah
Chandrakantan Subramaniam
Johanim Binti Johari
Zainab Rawshdeh
Mohd Fairuz Bin Md Salleh


This study explores the relationship between HRM practices and employee turnover intention, as well as the moderating role of the job description in this relationship, in the telecommunication industry in Klang Valley, Malaysia. Data were collected from 169 employees working in a call centre using a questionnaire survey. Results from Smart PLS Version indicate that job security is negatively related to the intention to leave, while career development opportunities are positively related.

However, participation in decision-making did not significantly influence the intention to leave. Furthermore, the study found that the relationship between career development opportunities and intention to leave was stronger for individuals with high role clarity, while the relationship between participation in decision-making and intention to leave was stronger for individuals with low role clarity. Additionally, the job description moderated the relationship between participation in decision-making and intention to leave. Overall, these findings highlight the importance of HRM practices in reducing employee turnover intention and the role of the job description in shaping this relationship.

Article Details

How to Cite
Suguna Sinniah, Chandrakantan Subramaniam, Johanim Binti Johari, Zainab Rawshdeh, & Mohd Fairuz Bin Md Salleh. (2023). Role Clarity’s Impact On The Relationship Between Human Resources Practices And Intention To Leave, An Empirical Study Among Call Centre Personnel. Journal for ReAttach Therapy and Developmental Diversities, 6(10s(2), 1592–1604.
Author Biographies

Suguna Sinniah

Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor

Chandrakantan Subramaniam

School of Business Management, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia

Johanim Binti Johari

School of Business Management, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia

Zainab Rawshdeh

Abu Dhabi School of Management, Abu Dhabi, 503000, United Arab Emirates

Mohd Fairuz Bin Md Salleh

Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor


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