Linking rewards to commitment: an empirical investigation of four UK call centres

Neeru Malhotra, Pawan S. Budhwar, Peter Prowse

Research output: Contribution to journalArticlepeer-review


Rewards being an important component of exchange theory, this research examines relationships among frontline employees' perceptions of rewards (extrinsic and intrinsic) and the three components of organizational commitment (i.e. affective, normative and continuance). The investigation is conducted by the help of a large survey in four call centres of a major retail bank in the UK. The results of the study support the contentions of exchange theory, and highlight the significance of both extrinsic and intrinsic rewards to develop affective, normative and continuance commitment in call centre employees. This research also helps to identify the antecedents that develop each component of commitment. The findings of this research have key messages for practitioners, and contribute to the fields of HRM, rewards, commitment and exchange theory.
Original languageEnglish
Pages (from-to)2095-2127
Number of pages33
JournalInternational Journal of Human Resource Management
Issue number12
Publication statusPublished - 2007


  • call centres
  • rewards
  • commitment
  • job design
  • exchange theory and HRM practices


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