Browsing by Author "Stander, Anwen"

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    Resilience and conscientiousness as predictors of burnout amongst call centre employees
    (Stellenbosch : Stellenbosch University, 2022-04) Stander, Anwen; de Bruin, Gideon Pieter; Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology.
    ENGLISH SUMMARY: Relevant literature relating to call centres consistently refers to the emotional nature of call centre work environments and the negative impact thereof on their employees. The purpose of this study is to determine whether resilience and levels of conscientiousness jointly and interactively predict the occurrence of burnout among call centre employees. Two hundred and fifty inbound call centre agents from two respective call centres voluntarily participated in this study. The results demonstrate the predictive value of resilience and conscientiousness with respect to burnout amongst call centre employees. Whereas curvilinear trends in the relations could be detected, modelling simple linear relations did not lead to loss of explanatory power. The results also indicate an interactive effect, such that conscientiousness diminishes the negative effects of low resilience on burnout.