Exploring antecedents and consequences of burnout in a call centre
The aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career oppor...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2008-10-01
|
| Series: | SA Journal of Industrial Psychology |
| Subjects: | |
| Online Access: | https://sajip.co.za/index.php/sajip/article/view/734 |
| _version_ | 1828453636722655232 |
|---|---|
| author | Willie A. Visser Sebastiaan Rothmann |
| author_facet | Willie A. Visser Sebastiaan Rothmann |
| author_sort | Willie A. Visser |
| collection | DOAJ |
| description | The aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career opportunities, lack of skill variety and emotional labour. A convenient sample of employees (N = 146) was obtained from a call centre. Multiple regression analysis showed that work overload, lack of career opportunities, skill variety and emotional labour were the most important predictors of burnout. Burnout had a direct effect on turnover intentions. Affective commitment partially mediated the relationship between burnout and turnover intention. |
| first_indexed | 2024-12-11T00:10:17Z |
| format | Article |
| id | doaj.art-51c87f895e2a4cd6ac978bc7a7c2ac2e |
| institution | Directory Open Access Journal |
| issn | 0258-5200 2071-0763 |
| language | English |
| last_indexed | 2024-12-11T00:10:17Z |
| publishDate | 2008-10-01 |
| publisher | AOSIS |
| record_format | Article |
| series | SA Journal of Industrial Psychology |
| spelling | doaj.art-51c87f895e2a4cd6ac978bc7a7c2ac2e2022-12-22T01:28:10ZengAOSISSA Journal of Industrial Psychology0258-52002071-07632008-10-01342798710.4102/sajip.v34i2.734694Exploring antecedents and consequences of burnout in a call centreWillie A. Visser0Sebastiaan Rothmann1North-West UniversityNorth-West University - Potchefstroom CampusThe aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career opportunities, lack of skill variety and emotional labour. A convenient sample of employees (N = 146) was obtained from a call centre. Multiple regression analysis showed that work overload, lack of career opportunities, skill variety and emotional labour were the most important predictors of burnout. Burnout had a direct effect on turnover intentions. Affective commitment partially mediated the relationship between burnout and turnover intention.https://sajip.co.za/index.php/sajip/article/view/734burnoutantecedentscall centresaffective commitmentturnover intention |
| spellingShingle | Willie A. Visser Sebastiaan Rothmann Exploring antecedents and consequences of burnout in a call centre SA Journal of Industrial Psychology burnout antecedents call centres affective commitment turnover intention |
| title | Exploring antecedents and consequences of burnout in a call centre |
| title_full | Exploring antecedents and consequences of burnout in a call centre |
| title_fullStr | Exploring antecedents and consequences of burnout in a call centre |
| title_full_unstemmed | Exploring antecedents and consequences of burnout in a call centre |
| title_short | Exploring antecedents and consequences of burnout in a call centre |
| title_sort | exploring antecedents and consequences of burnout in a call centre |
| topic | burnout antecedents call centres affective commitment turnover intention |
| url | https://sajip.co.za/index.php/sajip/article/view/734 |
| work_keys_str_mv | AT willieavisser exploringantecedentsandconsequencesofburnoutinacallcentre AT sebastiaanrothmann exploringantecedentsandconsequencesofburnoutinacallcentre |