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The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator
This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electron...
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Organisational Psychology
2021
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| _version_ | 1867613165579141120 |
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| access_status_str | Open Access |
| author | Pillay, Jayde |
| author2 | Bagraim, Jeffrey |
| author_browse | Bagraim, Jeffrey Pillay, Jayde |
| author_facet | Bagraim, Jeffrey Pillay, Jayde |
| author_sort | Pillay, Jayde |
| collection | Thesis |
| description | This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/32975 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:31:48.735Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2021 |
| publishDateRange | 2021 |
| publishDateSort | 2021 |
| publisher | Organisational Psychology |
| publisherStr | Organisational Psychology |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/32975 The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator Pillay, Jayde Bagraim, Jeffrey burnout call centre employees optimism pessimism South Africa work-to-family conflict This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented. 2021-02-24T13:53:01Z 2021-02-24T13:53:01Z 2020 2021-02-24T11:19:23Z Master Thesis Masters MCom http://hdl.handle.net/11427/32975 eng application/pdf Organisational Psychology Faculty of Commerce |
| spellingShingle | burnout call centre employees optimism pessimism South Africa work-to-family conflict Pillay, Jayde The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| thesis_degree_str | Master's |
| title | The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| title_full | The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| title_fullStr | The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| title_full_unstemmed | The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| title_short | The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator |
| title_sort | relationship between work family conflict and burnout amongst call center employees optimism and a moderator |
| topic | burnout call centre employees optimism pessimism South Africa work-to-family conflict |
| url | http://hdl.handle.net/11427/32975 |
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