Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment
Orientation: The call centre is recognised as being a stressful work environment that affects the general wellbeing of call centre agents. Research purpose: This study explored whether call centre agents’ sense of coherence significantly influences their career adaptability and whether their burnout...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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AOSIS
2013-11-01
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| Series: | SA Journal of Industrial Psychology |
| Subjects: | |
| Online Access: | https://sajip.co.za/index.php/sajip/article/view/1138 |
| _version_ | 1818111912229994496 |
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| author | Nisha Harry Melinde Coetzee |
| author_facet | Nisha Harry Melinde Coetzee |
| author_sort | Nisha Harry |
| collection | DOAJ |
| description | Orientation: The call centre is recognised as being a stressful work environment that affects the general wellbeing of call centre agents.
Research purpose: This study explored whether call centre agents’ sense of coherence significantly influences their career adaptability and whether their burnout levels significantly moderate the sense of coherence–career adaptability relationship. The research also investigated whether age, gender and years of service (as control variables), along with sense of coherence, predicted career adaptability.
Motivation for the study: The positive psychological construct of career adaptability and its association with call centre agents’ sense of coherence, burnout, age, gender and years of service have not yet been investigated in the call centre environment.
Research design, approach and method: A cross-sectional quantitative survey design was used. The Orientation to Life, Career Adapt-Abilities Scale and Maslach Burnout Inventory General Scale were administered to a non-probability purposive sample of 409 early-career Black staff employed in three of the largest outsourced financial call centres in Africa.
Main findings: Multiple regression analyses revealed that age, gender and meaningfulness significantly predicted call centre agents’ career adaptability, but that their burnout levels do not significantly moderate the sense of coherence–career adaptability relationship.
Practical/managerial implications: Enhancing call centre agents’ sense of meaningfulness will increase their levels of career adaptability and career wellbeing.
Contribution/value-add: This research is the first to investigate the construct of career adaptability in the call centre environment and adds new knowledge and insights to the existing wellness and positive psychology literature. |
| first_indexed | 2024-12-11T03:10:35Z |
| format | Article |
| id | doaj.art-10bfd686451846a3b66a2683844e9669 |
| institution | Directory Open Access Journal |
| issn | 0258-5200 2071-0763 |
| language | English |
| last_indexed | 2024-12-11T03:10:35Z |
| publishDate | 2013-11-01 |
| publisher | AOSIS |
| record_format | Article |
| series | SA Journal of Industrial Psychology |
| spelling | doaj.art-10bfd686451846a3b66a2683844e96692022-12-22T01:22:52ZengAOSISSA Journal of Industrial Psychology0258-52002071-07632013-11-01392e1e1010.4102/sajip.v39i2.1138929Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environmentNisha Harry0Melinde Coetzee1Department of Industrial Psychology, University of South AfricaDepartment of Industrial Psychology, University of South AfricaOrientation: The call centre is recognised as being a stressful work environment that affects the general wellbeing of call centre agents. Research purpose: This study explored whether call centre agents’ sense of coherence significantly influences their career adaptability and whether their burnout levels significantly moderate the sense of coherence–career adaptability relationship. The research also investigated whether age, gender and years of service (as control variables), along with sense of coherence, predicted career adaptability. Motivation for the study: The positive psychological construct of career adaptability and its association with call centre agents’ sense of coherence, burnout, age, gender and years of service have not yet been investigated in the call centre environment. Research design, approach and method: A cross-sectional quantitative survey design was used. The Orientation to Life, Career Adapt-Abilities Scale and Maslach Burnout Inventory General Scale were administered to a non-probability purposive sample of 409 early-career Black staff employed in three of the largest outsourced financial call centres in Africa. Main findings: Multiple regression analyses revealed that age, gender and meaningfulness significantly predicted call centre agents’ career adaptability, but that their burnout levels do not significantly moderate the sense of coherence–career adaptability relationship. Practical/managerial implications: Enhancing call centre agents’ sense of meaningfulness will increase their levels of career adaptability and career wellbeing. Contribution/value-add: This research is the first to investigate the construct of career adaptability in the call centre environment and adds new knowledge and insights to the existing wellness and positive psychology literature.https://sajip.co.za/index.php/sajip/article/view/1138Call centreCareer adaptabilitySense of coherenceBurnout |
| spellingShingle | Nisha Harry Melinde Coetzee Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment SA Journal of Industrial Psychology Call centre Career adaptability Sense of coherence Burnout |
| title | Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment |
| title_full | Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment |
| title_fullStr | Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment |
| title_full_unstemmed | Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment |
| title_short | Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment |
| title_sort | sense of coherence career adaptability and burnout of early career black staff in the call centre environment |
| topic | Call centre Career adaptability Sense of coherence Burnout |
| url | https://sajip.co.za/index.php/sajip/article/view/1138 |
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