Abstract
The key findings and recommendations from this study could be used to create targeted organizational development initiatives designed to improve employee retention. The present research attempts to fill this gap by exploring the lived experiences of a sample of former call center employees to help us understand the events which led them to decrease their commitment to the organization and subsequently decide to leave their job. Substantial amounts of time, money and resources are invested every year by organizations of all types to address turnover issues. Because of its importance, scholars and practitioners alike can benefit from a better understanding of decisions related to turnover. [...]adding job investments to retention models is supported by research (Farrell & Rusbult, 1981).