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The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment
Thesis (MCom)--Stellenbosch University, 2024.
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Stellenbosch : Stellenbosch University
2025
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| _version_ | 1867614035079331840 |
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| access_status_str | Open Access |
| author | Meyer, Elda Helena |
| author2 | Roux, Shayne |
| author_browse | Meyer, Elda Helena Roux, Shayne |
| author_facet | Roux, Shayne Meyer, Elda Helena |
| author_sort | Meyer, Elda Helena |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description |
Thesis (MCom)--Stellenbosch University, 2024. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/131832 |
| institution | Stellenbosch University (South Africa) |
| last_indexed | 2026-06-10T12:45:37.487Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/131832 The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment Meyer, Elda Helena Roux, Shayne Van der Bank, Francois Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology. Burn out (Psychology) Industrial organization -- Psychological aspects Human capital -- Psychological aspects Call center agents -- Job stress Call centers -- Personnel management UCTD Thesis (MCom)--Stellenbosch University, 2024. ENGLISH SUMMARY: Developed countries often rely on call centres to offshore their business to South Africa, enabling organisations to reduce costs while reaping the benefits of continuous service delivery. This however comes at the expense of employee well-being since burnout is a widespread issue in call centres and is linked to high turnover rates among call centre agents. The burnout syndrome is a decades-old issue and the continuously growing interest in the phenomenon stresses that it is a continuous and significant global crisis. Failure to acknowledge the prevalence of burnout can negatively impact the bottom line and impede the ability of call centre agents to function productively in the work environment. For call centres to remain sustainable in the digital age, their human capital must be prioritised. The main objective of this study was to develop and test a structural model that explicates organisational and individual factors that influence burnout among call centre agents. These factors include Authentic Leadership, Job Demands, Job Resources, and Psychological Capital. An ex post facto correlational research design was used in this study to examine the relationships between the variables. Call centre agents employed in a particular organisation in Johannesburg, Gauteng were the target population, and a non-probability convenience sampling method was employed. The questionnaire was completed by a sample of n = 237. Item analysis was conducted to examine the reliability of the measuring instruments, and the fit of the comprehensive measurement and structural model were evaluated using Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM), respectively. Support for the close fit null hypothesis was found and the evidence considered in totality indicated an acceptable solution. The results provided support for six of the eight hypothesised relationships in the structural model. Statistically significant relationships were found between the following variables: Authentic Leadership and Job Demands (-); Authentic Leadership and Job Resources (+), Job Demands and Burnout (+); Job Resources and Burnout (-); Job Resources and Psychological Capital (+); and Psychological Capital and Burnout (-). Support was however not found for the hypothesised relationships between Authentic Leadership and Psychological Capital (+), and Job Demands and Psychological Capital (-). This research contributes to the body of knowledge regarding the antecedents of burnout and provides recommendations for organisational interventions aimed at managing and preventing the phenomenon. The findings can potentially contribute to the development of a more extensive understanding of the nature of burnout in the South African call centre industry and may narrow the misalignment between the interests of employees and organisations. AFRIKAANSE OPSOMMING: Ontwikkelde lande maak dikwels staat op oproepsentrums om hul besigheid na Suid-Afrika uit te brei, wat organisasies in staat stel om kostes te verminder terwyl hulle terselfdertyd die voordeel trek van deurlopende dienslewering. Dit kom egter ten koste van werknemers se welstand aangesien uitbranding 'n wydverspreide kwessie in oproepsentrums is en gekoppel is aan hoe omsetkoerse onder oproepsentrumagente. Die uitbrandingsindroom is 'n dekade oue kwessie en die voortdurend groeiende belangstelling in die verskynsel beklemtoon dat dit 'n beduidende wereldwye krisis is. Versuim om die voorkoms van uitbranding te erken, kan ‘n besigheid se winste negatief beinvloed en belemmer die vermoe van oproepsentrumagente om produktief in die werksomgewing te funksioneer. Vir oproepsentrums om volhoubaar te bly in die digitale era, moet hul mensekapitaal geprioritiseer word. Die hoofdoel van hierdie studie was om 'n strukturele model te ontwikkel en te toets watter organisatoriese en individuele faktore uitbranding onder oproepsentrumagente beinvloed. Hierdie faktore sluit Opregte Leierskap, Werksvereistes, Werkshulpbronne en Sielkundige Kapitaal in. 'n Ex post facto korrelatiewe-navorsingsontwerp is in hierdie studie gebruik om die verwantskappe tussen die veranderlikes te ondersoek. ‘n Nie-waarskynlikheid geriefsteekproefmetode is gebruik vir ‘n teikenpopulasie van oproepsentrumagente wat in 'n spesifieke organisasie in Johannesburg, Gauteng werk. Die vraelys is voltooi deur 'n steekproef van n = 237. Itemontleding is uitgevoer om die betroubaarheid van die meetinstrumente en die passing van die omvattende meet- en strukturele modelle te evalueer met behulp van onderskeidelik Bevestigende Faktore Analise (BFA) en Strukturele Vergelykingmodellering (SVM). Ondersteuning vir die hipotese van benaderde passing is verkry en die spektrum van bewyse wat oorweeg is, het ‘n aanneemlike oplossing aangedui. Die resultate het ondersteuning gebied vir ses van die agt gepostuleerde verwantskappe in die strukturele model. Statisties beduidende verwantskappe is gevind tussen die volgende veranderlikes: Opregte Leierskap en Werksvereistes (-); Opregte Leierskap en Werkshulpbronne (+), Werksvereistes en Uitbranding (+); Werkshulpbronne en Uitbranding (-); Werkshulpbronne en Sielkundige Kapitaal (+); en Sielkundige Kapitaal en Uitbranding (-). Ondersteuning is egter nie gevind vir die veronderstelde verhoudings tussen Opregte Leierskap en Sielkundige Kapitaal (+), en Werksvereistes en Sielkundige Kapitaal nie (-). Hierdie navorsing dra by tot die liggaam van kennis rakende determinante van uitbranding en verskaf aanbevelings vir organisatoriese intervensies wat daarop gemik is om die verskynsel te bestuur en te voorkom. Die bevindinge kan moontlik bydra tot die ontwikkeling van 'n meer uitgebreide begrip van die aard van uitbranding in die Suid-Afrikaanse oproepsentrumbedryf en kan die wanbelyning tussen die belange van werknemers en organisasies beperk. Masters 2025-04-01T07:23:49Z 2025-04-01T07:23:49Z 2024-12 Thesis https://scholar.sun.ac.za/handle/10019.1/131832 Stellenbosch University x, 129 pages : illustrations, includes annexures application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Burn out (Psychology) Industrial organization -- Psychological aspects Human capital -- Psychological aspects Call center agents -- Job stress Call centers -- Personnel management UCTD Meyer, Elda Helena The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title | The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title_full | The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title_fullStr | The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title_full_unstemmed | The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title_short | The relationship between authentic leadership, job demands, job resources, psychological capital, and burnout in a call centre work environment |
| title_sort | relationship between authentic leadership job demands job resources psychological capital and burnout in a call centre work environment |
| topic | Burn out (Psychology) Industrial organization -- Psychological aspects Human capital -- Psychological aspects Call center agents -- Job stress Call centers -- Personnel management UCTD |
| url | https://scholar.sun.ac.za/handle/10019.1/131832 |
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