Antecedents of Employee Engagement in Call Centres
The objective of the study was, firstly, to gauge the level of employee engagement amongst a sample of call centre representatives (CCRs) in South Africa and, secondly, to track the paths through which salient personal and job resources affect this engagement. More specifically, the relationships between sense of coherence(SOC), leadership effectiveness (LE), team effectiveness (TE) and employee engagement (E) were investigated. A cross-sectional survey design was used and a nonprobability convenient sample of 215 CCRs was selected. The measuring instruments comprise the Utrecht Work Engagement Scale of Schaufeli and Bakker to measure E, the Team Diagnostic Survey of Wageman, Hackman and Lehman to measure TE, the Leadership Practices Inventory of Kouzes and Posner to gauge LE, and the Orientation to Life Questionnaire of Antonovsky to measure SOC. A series of Structural Equation Modelling analyses were performed. Contrary to the electronic sweatshop image and attendant symptoms of depression, emotional exhaustion, anxiety, demotivation and dissatisfaction attached to call centre emotional labour jobs depicted in the literature, results show a high level of employee engagement for CCRs in the sample. Also, personal resources such as SOC, and job resources such as TE related significantly to E. A nonsignificant relationship exists between LE and E. The implications of the results for the practice of human resource management in call centres are elaborated upon.
Billy Boonzaier Yolandi Janse van Rensburg Michèle Boonzaier
国际会议
10th China International Academic Seminar for Universities(第十届中国高校管理暨学术国际研讨会)
北京
英文
103-128
2010-07-17（万方平台首次上网日期，不代表论文的发表时间）