Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa
SA Journal of Industrial Psychology
| Field | Value | |
| Title | Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa | |
| Creator | Simons, Janet C. Buitendach, Johanna H. | |
| Description | Orientation: The development of psychological capital amongst call centre employees could have an impact on positive work-related attitudes and behaviour; such as work engagement and organisational commitment.Research purpose: The purpose of the research was to determine the relationship between psychological capital, work engagement and organisational commitment amongst call centre employees; and further, to determine whether psychological capital and work engagement hold predictive value for the organisational commitment of call centre employees.Motivation for the study: There is a gap in research in understanding and enabling positive resource capacities in highly stressful work contexts such as call centres.Research design, approach and method: A cross-sectional survey design was used. A sample of 106 call centre employees from a South African organisation participated in the research. The measuring instruments included a demographic questionnaire, the Psychological Capital Questionnaire (PCQ), the Utrecht Work Engagement Scale (UWES) and the Organisational Commitment Questionnaire (OCQ).Main findings: Significant positive relationships were found between psychological capital, work engagement and organisational commitment. The results showed work engagement as being the only significant predictor of organisational commitment.Practical/managerial implications: Call centre employers need to develop and implement workplace interventions that would increase the psychological capital of call centre employees.Contribution/value-add: The research findings will benefit both call centre employees and management. The study highlighted the importance of the role of optimism as a subdimension of psychological capital in developing work engagement and organisational commitment amongst call centre employees. | |
| Publisher | AOSIS | |
| Date | 2013-11-19 | |
| Identifier | 10.4102/sajip.v39i2.1071 | |
| Source | SA Journal of Industrial Psychology; Vol 39, No 2 (2013); 12 pages 2071-0763 0258-5200 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajip.co.za/index.php/sajip/article/view/1071/1469
https://sajip.co.za/index.php/sajip/article/view/1071/1470
https://sajip.co.za/index.php/sajip/article/view/1071/1471
https://sajip.co.za/index.php/sajip/article/view/1071/1468
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