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...

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Main Authors: Willie A. Visser, Sebastiaan Rothmann
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
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spelling doaj-51c87f895e2a4cd6ac978bc7a7c2ac2e2020-11-24T21:10:38ZengAOSISSA 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
collection DOAJ
language English
format Article
sources DOAJ
author Willie A. Visser
Sebastiaan Rothmann
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
author_facet Willie A. Visser
Sebastiaan Rothmann
author_sort Willie A. Visser
title Exploring antecedents and consequences of burnout in a call centre
title_short 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_sort exploring antecedents and consequences of burnout in a call centre
publisher AOSIS
series SA Journal of Industrial Psychology
issn 0258-5200
2071-0763
publishDate 2008-10-01
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.
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
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