Full Text Available
Note: Clicking the button above will open the full text document at the original institutional repository in a new window.
Fear of covid-19 and call centre operator engagement and burnout
Thesis (MCom)--Stellenbosch University, 2022.
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Thesis |
| Language: | en_ZA |
| Published: |
Stellenbosch : Stellenbosch University
2022
|
| Subjects: | |
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1867613890125234176 |
|---|---|
| access_status_str | Open Access |
| author | Coetzee, Lisa |
| author2 | Boonzaier, Billy |
| author_browse | Boonzaier, Billy Coetzee, Lisa |
| author_facet | Boonzaier, Billy Coetzee, Lisa |
| author_sort | Coetzee, Lisa |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Thesis (MCom)--Stellenbosch University, 2022. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/126039 |
| institution | Stellenbosch University (South Africa) |
| language | en_ZA |
| last_indexed | 2026-06-10T12:43:19.203Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2022 |
| publishDateRange | 2022 |
| publishDateSort | 2022 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/126039 Fear of covid-19 and call centre operator engagement and burnout Coetzee, Lisa Boonzaier, Billy Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology. Call centers -- Employees -- Job stress -- South Africa COVID-19 Pandemic -- Job stress -- South Africa Burn out (Psychology) -- South Africa UCTD Thesis (MCom)--Stellenbosch University, 2022. ENGLISH SUMMARY: Call centres are viewed as being unpleasant work environments and are referred to as “electronic sweatshops”, “dark satanic mills” and “assembly lines in the head” (Visser & Rothmann, 2008, p. 80), and many research findings have concluded that multiple variables of the work environment lead to burnout. Furthermore, in 2022 it was found that 87% of call centre employees reported high-stress levels in their job (Donevski, 2022). The recent COVID-19 pandemic has raised various implications for organisations, teams, and individuals. Many issues have come to the fore in the call centre industry from the start of the COVID-19 pandemic and there are still many more challenges that need to be investigated and addressed. The aim of this research study was to develop a conceptual model that is representative of the interaction between the most salient variables that may clarify the variance in job burnout and work engagement among call centre employees in South Africa. The type of research design that was utilised is ex post facto design. Non-probability sampling was used as the preferred sampling technique. More specifically, a purposive sampling method was employed, and 148 participants were included. The data collected was analysed through Partial Least Squared Structural Equation Modelling (PLS-SEM) and support was found for the seven main hypotheses that were formulated at the start of the research study. These findings are in support of the Job Demands-Resources (JD-R) theory (Bakker & Demerouti, 2014), which stipulates that the presence of job demands will predict job burnout, and the presence of job and personal resources will predict work engagement. The job resource social support, and career competencies as a personal resource, were found to directly predict engagement. Work overload and the fear of COVID-19 as job demands, were found to lead to burnout for call centre employees. The hypothesised moderating relationships were both found to be non-significant which is not in accordance with JD-R theory. The research findings provided insight in various aspects that influence the work engagement and job burnout among call centre employees in South Africa. Through these findings, potential interventions were suggested for HR managers, Industrial Psychologists, and managers in the call centre industry to reduce the levels of job burnout and increase the level of work engagement of employees within the call centre industry in South Africa. AFRIKAANSE OPSOMMING: Inbelsentrums word as onaangename werksomgewings beskou en daar word na verwys as ‘elektroniese sweetwinkels’, ‘donker sataniese meulens’ en ‘monteerlyne in die kop’ (Visser & Rothmann, 2008, p. 80), en baie navorsingsbevindinge het tot die gevolgtrekking gekom dat veelvuldige veranderlikes van die werksomgewing tot uitbranding lei. Verder is daar in 2022 gevind dat 87% van inbelsentrumwerknemers hoe stresvlakke in hul werk gerapporteer het (Donevski, 2022). Die onlangse COVID-19-pandemie het verskeie implikasies vir organisasies, spanne en individue geopper. Baie kwessies het na vore gekom in die oproepsentrumbedryf vanaf die begin van die COVID-19-pandemie en daar is nog baie meer uitdagings wat ondersoek en aangespreek moet word. Die doel van hierdie navorsingstudie was om 'n konseptuele model te ontwikkel wat verteenwoordigend is van die interaksie tussen die mees opvallende veranderlikes wat die variansie in werkuitbranding en werksbetrokkenheid onder oproepsentrumwerknemers in Suid-Afrika kan verduidelik. Die tipe navorsingsontwerp wat gebruik is, is ex post facto ontwerp. Nie-waarskynlikheidsteekproefneming is as die voorkeursteekproeftegniek gebruik. Meer spesifiek is 'n doelgerigte steekproefmetode gebruik, en 148 deelnemers is ingesluit. Die data wat ingesamel is, is ontleed deur middel van ‘Partial Least Squared Structural Equation Modeling’ (PLS-SEM) en ondersteuning is gevind vir die sewe hoofhipoteses wat tydens die aanvang van die navorsingstudie geformuleer is. Hierdie bevindinge is ter ondersteuning van die ‘Job Demands-Resources’ (JD-R) teorie (Bakker & Demerouti, 2014), wat bepaal dat die teenwoordigheid van werkseise werkuitbranding sal voorspel, en die teenwoordigheid van werk en persoonlike hulpbronne werkbetrokkenheid sal voorspel. Daar is gevind dat die werkshulpbron sosiale ondersteuning en loopbaanbevoegdhede as 'n persoonlike hulpbron, betrokkenheid direk voorspel. Daar is gevind dat werkoorlading en die vrees vir COVID-19 as werkeise lei tot uitbranding vir inbelsentrumwerknemers. Die hipoteses insake modererende verwantskappe is albei nie-beduidend gevind, wat in kontras is met die JD-R teorie. Die navorsingsbevindinge het insig verskaf in verskeie aspekte wat die werksbetrokkenheid en werkuitbranding onder oproepsentrumwerknemers in Suid-Afrika beinvloed. Deur hierdie bevindinge is potensiele intervensies vir MH-bestuurders, Bedryfsielkundiges en bestuurders in die oproepsentrumbedryf voorgestel om die vlakke van werkuitbranding te verminder en die vlak van werksbetrokkenheid van werknemers binne die oproepsentrumbedryf in Suid-Afrika te verhoog. Masters 2022-11-22T21:31:36Z 2023-01-16T12:46:59Z 2022-11-22T21:31:36Z 2023-01-16T12:46:59Z 2022-12 Thesis http://hdl.handle.net/10019.1/126039 en_ZA Stellenbosch University x, 117 pages : illustrations, includes annexures application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Call centers -- Employees -- Job stress -- South Africa COVID-19 Pandemic -- Job stress -- South Africa Burn out (Psychology) -- South Africa UCTD Coetzee, Lisa Fear of covid-19 and call centre operator engagement and burnout |
| title | Fear of covid-19 and call centre operator engagement and burnout |
| title_full | Fear of covid-19 and call centre operator engagement and burnout |
| title_fullStr | Fear of covid-19 and call centre operator engagement and burnout |
| title_full_unstemmed | Fear of covid-19 and call centre operator engagement and burnout |
| title_short | Fear of covid-19 and call centre operator engagement and burnout |
| title_sort | fear of covid 19 and call centre operator engagement and burnout |
| topic | Call centers -- Employees -- Job stress -- South Africa COVID-19 Pandemic -- Job stress -- South Africa Burn out (Psychology) -- South Africa UCTD |
| url | http://hdl.handle.net/10019.1/126039 |
| work_keys_str_mv | AT coetzeelisa fearofcovid19andcallcentreoperatorengagementandburnout |