Year: 2018
Type: dissertation
Abstract: The service industry, specifically call centres are known to be one of the fastest growing industries globally.Organisations are constantly trying to gain from, or utilise these call centres, as it allows them to be cost effective and improve customer service.While call centres are offering products at an essentially low cost, little emphasis is being placed on the negative physical and mental effects experienced by employees of call centres.Call centre jobs are usually characterised by routine work (low complexity), low control and burdening demands.The incessant and prolonged nature of these demands and subsequent consequences typically creates cumulative job stress leading to burnout (emotional exhaustion).The dysfunctional consequences relating to burnout have therefore been well documented in that call centre work has a harmful impact on employees.In light of the aforementioned it is of great importance to gain insight into factors relating to burnout.The impact could be mitigated by deepening the understanding of the variables that determine burnout in employees within the service industry.Furthermore, the manner in which burnout develops is influenced by certain organisational and individual variables.These variables were regarded as resources, not only influencing burnout but also playing a role in the process in which burnout may occur.For the purpose of this study, the Job Demands-Resource (JD-R) model (focusing on job resources) and the Conservation of Resources (COR) theory (in terms of developing a resource canvas and explaining the significance of these resources) was utilised.It was presented as a theoretical framework to explain and make predictions about employee burnout in terms of the job resources that can aid to buffer the effects of job demands (i.e.emotional labour) on the strain experienced (i.e.burnout).Consequently, the resources (both individual and organisational) included in this study were: Supervisor Support, Psychological Safety and Emotional Intelligence as a coping regulator.This study focused on the modification and elaboration of the Spies (2006) burnout structural model, by expanding the model with the inclusion of additional variables to better understand the development of burnout.The model was expanded to gain a Stellenbosch University https://scholar.sun.ac.zaThe study provided some insights into the relevant factors that effect burnout.The results also provided further explanation of the complex nomological net of variables and their interrelationships, which influence the variance of burnout among CCRs.
Author: Chloe Kotze
Language: English
Topic: Stress and Burnout Research
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2807768818