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dc.contributor.authorRothmann, Sebastiaan
dc.contributor.authorVisser, Willie A.
dc.date.accessioned2010-01-08T12:25:02Z
dc.date.available2010-01-08T12:25:02Z
dc.date.issued2008
dc.identifier.citationRothmann, S. & Visser, W.A. 2008. Exploring antecedents and consequences of burnout in a call centre. SA journal of industrial psychology, 34(2):79-87. [http://www.sajip.co.za/index.php/sajip/article/viewFile/734/744]en
dc.identifier.citationRothmann, S. & Visser, W.A. 2008. Exploring antecedents and consequences of burnout in a call centre. SA journal of industrial psychology, 34(2):79-87. [http://www.sajip.co.za/index.php/sajip/article/viewFile/734/744]en_US
dc.identifier.issn0258-5200
dc.identifier.issn2071-0763 (Online)
dc.identifier.urihttp://hdl.handle.net/10394/2737
dc.identifier.urihttp://www.sajip.co.za/index.php/sajip/article/viewFile/734/744
dc.description.abstractThe 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.en_US
dc.language.isoenen
dc.publisherUniversity of Johannesburg, Department of Industrial Psychology and People Managementen
dc.titleExploring antecedents and consequences of burnout in a call centreen
dc.typeArticleen
dc.contributor.researchID10064699 - Rothmann, Sebastiaan


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