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SA Journal of Industrial Psychology

versão On-line ISSN 2071-0763
versão impressa ISSN 0258-5200

SA j. ind. Psychol. vol.34 no.2 Johannesburg  2008




Exploring antecedents and consequences of burnout in a call centre



Willie A Visser; Sebastiaan Rothmann

WorkWell: Research Unit for People, Policy and Performance, North-West University, South Africa





The 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.

Keywords: burnout, antecedents, call centres, affective commitment, turnover intention



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Sebastiaan Rothmann

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