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Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes
This study investigated the outcomes of inclusion in the call center of a large financial services organisation. Inclusion is driven by two of the most basic human social needs: the desire to belong (Maslow, 1943; Baumeister & Leary, 1995) and the desire to be unique (Snyder & Fromkin, 1980)...
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| Format: | Thesis |
| Language: | English |
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Organisational Psychology
2024
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| _version_ | 1867614487536730112 |
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| access_status_str | Open Access |
| author | Naicker, Terousha |
| author2 | Bagraim, Jeffrey |
| author_browse | Bagraim, Jeffrey Naicker, Terousha |
| author_facet | Bagraim, Jeffrey Naicker, Terousha |
| author_sort | Naicker, Terousha |
| collection | Thesis |
| description | This study investigated the outcomes of inclusion in the call center of a large financial services organisation. Inclusion is driven by two of the most basic human social needs: the desire to belong (Maslow, 1943; Baumeister & Leary, 1995) and the desire to be unique (Snyder & Fromkin, 1980). Both aspects of inclusion were examined to gain insight into the effect each has on employee engagement, burnout, and organisational citizenship behaviors. Quantitative survey data were obtained from call center agents (N = 113). In addition, ten interviews with call center managers and HR business partners (N = 10) were conducted to provide supplementary information and a rich understanding of the research context. Factor analysis supported the conceptualisation of inclusion as multidimensional, with two distinct dimensions: inclusion-belonging and inclusion-uniqueness. Inclusionbelonging explained more significant variance in employee engagement and burnout than inclusion-uniqueness, which explained more variance in organisational citizenship behavior than inclusion-belonging did |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/39770 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:52:49.712Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2024 |
| publishDateRange | 2024 |
| publishDateSort | 2024 |
| publisher | Organisational Psychology |
| publisherStr | Organisational Psychology |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/39770 Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes Naicker, Terousha Bagraim, Jeffrey Organisational Psychology This study investigated the outcomes of inclusion in the call center of a large financial services organisation. Inclusion is driven by two of the most basic human social needs: the desire to belong (Maslow, 1943; Baumeister & Leary, 1995) and the desire to be unique (Snyder & Fromkin, 1980). Both aspects of inclusion were examined to gain insight into the effect each has on employee engagement, burnout, and organisational citizenship behaviors. Quantitative survey data were obtained from call center agents (N = 113). In addition, ten interviews with call center managers and HR business partners (N = 10) were conducted to provide supplementary information and a rich understanding of the research context. Factor analysis supported the conceptualisation of inclusion as multidimensional, with two distinct dimensions: inclusion-belonging and inclusion-uniqueness. Inclusionbelonging explained more significant variance in employee engagement and burnout than inclusion-uniqueness, which explained more variance in organisational citizenship behavior than inclusion-belonging did 2024-05-30T09:45:38Z 2024-05-30T09:45:38Z 2023 2024-05-28T08:00:58Z Thesis / Dissertation Masters MCOM http://hdl.handle.net/11427/39770 eng application/pdf Organisational Psychology Faculty of Commerce |
| spellingShingle | Organisational Psychology Naicker, Terousha Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| thesis_degree_str | Master's |
| title | Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| title_full | Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| title_fullStr | Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| title_full_unstemmed | Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| title_short | Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes |
| title_sort | perceived inclusion in south africa examining the effect of belonging and value for uniqueness on behavioral outcomes |
| topic | Organisational Psychology |
| url | http://hdl.handle.net/11427/39770 |
| work_keys_str_mv | AT naickerterousha perceivedinclusioninsouthafricaexaminingtheeffectofbelongingandvalueforuniquenessonbehavioraloutcomes |