The Relationship between Authentic Leadership, Job Demands, Job Resources, Psychological Capital, and Burnout in a Call Centre Work Environment
| dc.contributor.advisor | Roux, Shayne | en_ZA |
| dc.contributor.advisor | Van der Bank, Francois | en_ZA |
| dc.contributor.author | Meyer, Elda Helena | en_ZA |
| dc.contributor.other | Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology. | en_ZA |
| dc.date.accessioned | 2025-04-01T07:23:49Z | |
| dc.date.available | 2025-04-01T07:23:49Z | |
| dc.date.issued | 2024-12 | |
| dc.description | Thesis (MCom)--Stellenbosch University, 2024. | en_ZA |
| dc.description.abstract | 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. | en_ZA |
| dc.description.version | Masters | en_ZA |
| dc.format.extent | 140 pages | en_ZA |
| dc.identifier.uri | https://scholar.sun.ac.za/handle/10019.1/131832 | |
| dc.publisher | Stellenbosch : Stellenbosch University | en_ZA |
| dc.rights.holder | Stellenbosch University | en_ZA |
| dc.title | The Relationship between Authentic Leadership, Job Demands, Job Resources, Psychological Capital, and Burnout in a Call Centre Work Environment | en_ZA |
| dc.type | Thesis | en_ZA |