Transnational Business Services, Cultural Transformation/Identity, and Employee Performance: With Special Focus on Migration Experience and Emigration Plan

Abstract The aim of this article is to analyze the impact of cultural identity centrality on stress, burnout, probability to leave the job, and job performance in the context of cultural transformation requirements, which is common in transnational business services. The key contribution of this analysis consists of controlling for the effects of migration experience and migration plan neglected so far in the relevant literature. This study also includes the first-time use of a random sample of 200 Kosovan call center employees. Findings indicate that individual identity centrality and organizational identity centrality are positively associated with stress and burnout. National identity centrality, however, reduces stress and burnout, but it is statistically significant only in the burnout model. As expected, empirical results suggest that migration experience reduces stress and burnout, while migration plan increases employee performance. Further results indicate that the probability to leave the job is enhanced by perceived job stress and reduced by perceived job satisfaction.