The mediating effect of job satisfaction on the relationship between perceived overqualification, turnover intention and job performance among call center employees

Abstract

The purpose of this paper is to examine two hypothetical models: one in which job satisfaction acts as a mediator of the effects of overqualification on turnover intention and performance, and another in which job satisfaction acts as a mediator of the effects of overqualification on performance. Data were collected from 318 call center employees in Portugal. The relationships were tested using a multiple regression hierarchy with PROCESS. As hypothesized, job satisfaction mediates the relationship between overqualification and turnover intentions. It appears that overqualification alone does not influence intention to quit, but rather does so via satisfaction. Job satisfaction also mediates the relationship between overqualification and job performance. However, perceptions of non-growth appear to be associated with a decline in contextual performance. The effects of overqualification on turnover intentions and job performance of call center employees have not been previously studied. Therefore, this study aims to fill this gap. Our study joins the small number of studies that analyze the mechanisms explaining the relationship between this mismatch between job demands and employees' perceived education, skills, experience, and work outcomes.