How job demands and resources predict burnout, engagement and intention to quit in call centres

How job demands and resources predict burnout, engagement and intention to quit in call centres

Thesis (MCom)--Stellenbosch University, 2015 === ENGLISH ABSTRACT : The industrial psychology literature related to call centres highlights the negative aspects of call centre work environments and the resultant adverse impact on workers’ well-being. Call centres have been labelled the “coal mines o...

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Bibliographic Details
Main Author: Langenhoven, Anja
Other Authors: Boonzaier, Michèle
Format: Others
Language:en_ZA
Published: Stellenbosch : Stellenbosch University 2015
Subjects:
Call centres
Job demands-resources model
Personal resources
Psychological capital
Burnout
Job resources
Emotional intelligence
Employees > Resignation
UCTD
Online Access:http://hdl.handle.net/10019.1/98070

Internet

http://hdl.handle.net/10019.1/98070

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