scholarly journals Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru

2019 ◽  
pp. 1-13
Keyword(s):  
Work Engagement ◽  
Positive Impact ◽  
Job Demands ◽  
Well Being ◽  
Job Burnout ◽  
Situational Factors ◽  
Job Crafting ◽  
Job Resources ◽  
Call Centre ◽  
Call Centres

Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru Sandra Corso de Zúñiga1, Luis Antonino Lazarte Aranguren2 1 Pacífico Business School, Jirón Sánchez Cerro 2121, Jesús María, Lima, Perú 2 Universidad Privada del Norte, Avenida Andrés Belaunde cdra. 10, Comas, Lima, Perú Recibido 15 de noviembre del 2018, Revisado el 22 de marzo de 2019 Aceptado el 25 de abril de 2019 DOI: https://doi.org/10.33017/RevECIPeru2019.0001/ Resumen En este estudio, se analiza el papel explicativo del rediseño del propio trabajo (job crafting) en la relación entre las demandas situacionales (demandas y recursos laborales) que enfrenta el trabajador y su bienestar. Los participantes del estudio fueron 518 operadores de tres centros de contacto de tamaño pequeño y mediano en Perú. Para ello nos basamos en el modelo de Demandas-Recursos laborales. Nuestra hipótesis principal sostiene que a pesar que los centros de llamadas son entornos de trabajo muy estructurados y controlados, los operadores rediseñan sus trabajos y los adaptan a sus necesidades y capacidades, y éstas actividades a su vez tienen un impacto positivo en su bienestar laboral. Pusimos a prueba nuestras hipótesis utilizando modelos de ecuaciones estructuradas (SEM). Los resultados confirmaron las hipótesis y demostraron que, a pesar de tener un diseño de trabajo muy estructurado, las actividades de rediseño tienen un impacto positivo en el bienestar de los operadores, en términos de mayor energía, dedicación y concentración (engagement) y menor agotamiento y distanciamiento del trabajo (burnout). Los resultados de este estudio sugieren que los centros de llamadas de tamaño pequeño y mediano en países emergentes podrían aprovechar mejor sus limitados recursos y ofrecer un entorno que facilite el rediseño de trabajo: proporcionando una adecuada retroalimentación (feedback), ofreciendo cierto nivel de autonomía, mejorando la comodidad en el trabajo y dando oportunidades para que el teleoperador desarrolle habilidades. Asimismo, se demuestró que el rediseño de trabajo disminuye el efecto de las demandas en el agotamiento, aunque en menor grado. Finalmente, discutimos las implicaciones de estos hallazgos. Descriptores: Modelo de demandas y recursos laborales, engagement, burnout, job crafting, recursos laborales, demandas laborales. Abstract In this study, we analyse the mediation effect of job crafting in the relationship between situational demands (job resources and job demands) and well-being among 518 employees in three small to medium-sized outbound call centres in Peru using the Job Demands-Resources model as theoretical framework. Our primary hypothesis is that despite call centres being very structured and controlled work environments, call centre operators craft their jobs through stimulation from situational factors and adapt them to their needs and capabilities, and that these activities have a positive impact in their well-being at work. We test our secondary hypotheses simultaneously using structured equation modelling. The results confirm the hypotheses and demonstrate that despite having a very structured job design, job crafting activities have a positive impact on those call centre operators who engage in them, in terms of increased work engagement and decreased job burnout. The results of this study suggest that small to medium-sized call centres in emerging countries could leverage their limited resources by offering an environment that stimulates job crafting activities: providing feedback, autonomy, opportunities for development and comfort at work.  Job crafting also explains the softer impact of job demands on job burnout, but in this case the effect was lower. We discuss the implications of these findings. Keywords: JD-R model, work engagement, job burnout, job crafting, job resources, job demands.

scholarly journals Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru

2019 ◽  
pp. 1-13
Keyword(s):  
Work Engagement ◽  
Positive Impact ◽  
Job Demands ◽  
Well Being ◽  
Job Burnout ◽  
Situational Factors ◽  
Job Crafting ◽  
Job Resources ◽  
Call Centre ◽  
Call Centres

Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru Sandra Corso de Zúñiga1, Luis Antonino Lazarte Aranguren2 1 Pacífico Business School, Jirón Sánchez Cerro 2121, Jesús María, Lima, Perú 2 Universidad Privada del Norte, Avenida Andrés Belaunde cdra. 10, Comas, Lima, Perú Recibido 15 de noviembre del 2018, Revisado el 22 de marzo de 2019 Aceptado el 25 de abril de 2019 DOI: https://doi.org/10.33017/RevECIPeru2019.0002/ Resumen En este estudio, se analiza el papel explicativo del rediseño del propio trabajo (job crafting) en la relación entre las demandas situacionales (demandas y recursos laborales) que enfrenta el trabajador y su bienestar. Los participantes del estudio fueron 518 operadores de tres centros de contacto de tamaño pequeño y mediano en Perú. Para ello nos basamos en el modelo de Demandas-Recursos laborales. Nuestra hipótesis principal sostiene que a pesar que los centros de llamadas son entornos de trabajo muy estructurados y controlados, los operadores rediseñan sus trabajos y los adaptan a sus necesidades y capacidades, y éstas actividades a su vez tienen un impacto positivo en su bienestar laboral. Pusimos a prueba nuestras hipótesis utilizando modelos de ecuaciones estructuradas (SEM). Los resultados confirmaron las hipótesis y demostraron que, a pesar de tener un diseño de trabajo muy estructurado, las actividades de rediseño tienen un impacto positivo en el bienestar de los operadores, en términos de mayor energía, dedicación y concentración (engagement) y menor agotamiento y distanciamiento del trabajo (burnout). Los resultados de este estudio sugieren que los centros de llamadas de tamaño pequeño y mediano en países emergentes podrían aprovechar mejor sus limitados recursos y ofrecer un entorno que facilite el rediseño de trabajo: proporcionando una adecuada retroalimentación (feedback), ofreciendo cierto nivel de autonomía, mejorando la comodidad en el trabajo y dando oportunidades para que el teleoperador desarrolle habilidades. Asimismo, se demuestró que el rediseño de trabajo disminuye el efecto de las demandas en el agotamiento, aunque en menor grado. Finalmente, discutimos las implicaciones de estos hallazgos. Descriptores: Modelo de demandas y recursos laborales, engagement, burnout, job crafting, recursos laborales, demandas laborales. Abstract In this study, we analyse the mediation effect of job crafting in the relationship between situational demands (job resources and job demands) and well-being among 518 employees in three small to medium-sized outbound call centres in Peru using the Job Demands-Resources model as theoretical framework. Our primary hypothesis is that despite call centres being very structured and controlled work environments, call centre operators craft their jobs through stimulation from situational factors and adapt them to their needs and capabilities, and that these activities have a positive impact in their well-being at work. We test our secondary hypotheses simultaneously using structured equation modelling. The results confirm the hypotheses and demonstrate that despite having a very structured job design, job crafting activities have a positive impact on those call centre operators who engage in them, in terms of increased work engagement and decreased job burnout. The results of this study suggest that small to medium-sized call centres in emerging countries could leverage their limited resources by offering an environment that stimulates job crafting activities: providing feedback, autonomy, opportunities for development and comfort at work.  Job crafting also explains the softer impact of job demands on job burnout, but in this case the effect was lower. We discuss the implications of these findings. Keywords: JD-R model, work engagement, job burnout, job crafting, job resources, job demands.

scholarly journals The job demands-resources model of work engagement in South African call centres

2013 ◽  
Vol 11 (1) ◽  
Author(s):  
Yolandi Janse van Rensburg ◽  
Billy Boonzaier ◽  
Michèle Boonzaier
Keyword(s):  
Occupational Health ◽  
Employee Engagement ◽  
Work Engagement ◽  
Sense Of Coherence ◽  
Team Effectiveness ◽  
Leadership Effectiveness ◽  
Job Demands ◽  
Job Resources ◽  
Call Centre ◽  
Call Centres

Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engagement and wellbeing of call centre representatives.Research purpose: Firstly, to gauge the level of employee engagement amongst a sample of call centre representatives 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, leadership effectiveness, team effectiveness and engagement were investigated, thus testing the Job Demands-Resources model of work engagement.Motivation for the study: To present an application of the Job Demands-Resources model of work engagement in a call centre environment in order to diagnose current ills and consequently propose remedies.Research design: A cross-sectional survey design was used and a non-probability convenient sample of 217 call centre representatives was selected. The measuring instruments comprise the Utrecht Work Engagement Scale to measure engagement, the Team Diagnostic Survey to measure team effectiveness, the leadership practices inventory to gauge leadership effectiveness, and the Orientation to Life Questionnaire to measure sense of coherence. A series of structural equation modelling analyses were performed.Main findings: Contrary to the ‘electronic sweatshop’ image attached to call centre jobs depicted in the literature, results show a high level of employee engagement for call centre representatives in the sample. Also, personal resources such as sense of coherence and job resources such as team effectiveness related significantly to engagement. A non-significant relationship exists between leadership effectiveness and engagement.Practical/managerial implications: Both the content and context of jobs need to be addressed to increase the personal and job resources of call centre representatives.Contribution/value-add: The Job Demands-Resources model of work engagement can be used to improve the occupational health and performance of employees in call centres.

scholarly journals New insights into self-initiated work design: the role of job crafting, self-undermining and five types of job satisfaction for employee’s health and work ability

2021 ◽  
pp. 239700222110290
Author(s):  
Antonia-Sophie Döbler ◽  
André Emmermacher ◽  
Stefanie Richter-Killenberg ◽  
Joshua Nowak ◽  
Jürgen Wegge
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Work Engagement ◽  
Work Ability ◽  
Job Demands ◽  
Well Being ◽  
Job Crafting ◽  
Equation Modeling ◽  
Personal Resources

The present study provides evidence for the important role of job crafting and self-undermining behaviors at work, two new concepts that were recently integrated into the well-known job demands-resources (JD-R) theory (Bakker and Demerouti, 2017). We investigate how these behaviors are associated with work engagement, emotional exhaustion, and work ability as a long-term indicator of employee’s well-being. Furthermore, we examine the moderating role of personal resources in the stress-strain process by comparing groups of employees representing the five types of job satisfaction defined by Bruggemann (1974). Data was collected in a cross-sectional study within a German DAX company’s manufacturing plant from 1145 blue- and white-collar workers. Results of structural equation modeling provided, as expected, support for an indirect effect of job demands and job resources on emotional exhaustion and work engagement through job crafting and self-undermining. Work ability, on the other hand, was mainly affected by emotional exhaustion, but not by work engagement. Most important, we found significant differences between path coefficients across the five types of job satisfaction indicating that these types represent important constellations of personal resources and job demands that should be considered both for analyzing stress at work and for offering tailored stress interventions in organizations.

scholarly journals Keep the fire burning: a survey study on the role of personal resources for work engagement and burnout in medical residents and specialists in the Netherlands

BMJ Open ◽  
2019 ◽  
Vol 9 (11) ◽  
pp. e031053 ◽  
Author(s):  
Lara Solms ◽  
Annelies E M van Vianen ◽  
Tim Theeboom ◽  
Jessie Koen ◽  
Anne P J de Pagter ◽  
...  
Keyword(s):  
The Netherlands ◽  
Work Engagement ◽  
Psychological Capital ◽  
Job Demands ◽  
Psychological Flexibility ◽  
Well Being ◽  
Medical Residents ◽  
Job Resources ◽  
Survey Study ◽  
Personal Resources

ObjectivesThe high prevalence of burnout among medical residents and specialists raises concerns about the stressful demands in healthcare. This study investigated which job demands and job resources and personal resources are associated with work engagement and burnout and whether the effects of these demands and resources differ for medical residents and specialists.DesignIn a survey study among residents and specialists, we assessed job demands, job resources, personal resources, work engagement and burnout symptoms using validated questionnaires (January to December 2017). Results were analysed using multivariate generalised linear model, ordinary least squares regression analyses and path analyses.SettingFive academic and general hospitals in the Netherlands.ParticipantsA total number of 124 residents and 69 specialists participated in this study. Participants worked in the fields of pediatrics, internal medicine and neurology.ResultsThe associations of job and personal resources with burnout and work engagement differed for residents and specialists. Psychological capital was associated with burnout only for specialists (b=−0.58, p<0.001), whereas psychological flexibility was associated with burnout only for residents (b=−0.31, p<0.001). Colleague support (b=0.49, p<0.001) and self-compassion (b=−0.33, p=0.004) were associated with work engagement only for specialists.ConclusionThis study suggests that particularly personal resources safeguard the work engagement and lessen the risk of burnout of residents and specialists. Both residents and specialists benefit from psychological capital to maintain optimal functioning. In addition, residents benefit from psychological flexibility, while specialists benefit from colleague support. Personal resources seem important protective factors for physicians’ work engagement and well-being. When promoting physician well-being, a one-size-fits-all approach might not be effective but, instead, interventions should be tailored to the specific needs of specialists and residents.

An investigation of the relationship between lean and well-being based on the job demands-resources model

2019 ◽  
Vol 39 (12) ◽  
pp. 1295-1322 ◽  
Author(s):  
Andrea Roberto Beraldin ◽  
Pamela Danese ◽  
Pietro Romano
Keyword(s):  
Problem Solving ◽  
Work Engagement ◽  
Structural Equation ◽  
Job Demands ◽  
Well Being ◽  
Conclusive Evidence ◽  
Job Resources ◽  
Content Type ◽  
Positive Effects

Purpose The purpose of this paper is to investigate how just-in-time (JIT)-related job demands, problem-solving job demands and soft lean practices (SLPs) jointly influence employee well-being in terms of work engagement and exhaustion. Design/methodology/approach Based on the job demands-resources model, lean-related job characteristics were classified as resources or demands, and a set of hypotheses was developed to test their effect on work engagement and exhaustion, including the potential interaction between job resources and demands. The hypotheses were tested using moderated hierarchical regression and structural equation modelling, based on data from 138 workers. Findings SLPs act as job resources in a lean company, increasing work engagement and reducing exhaustion. Conversely, JIT-related job demands act as a hindrance, reducing work engagement and increasing exhaustion. However, SLPs can reduce the effect of JIT-related job demands on exhaustion, and JIT-related job demands may enhance the positive effects of SLPs on work engagement. Research limitations/implications The study provides no conclusive evidence on the hypothesized role of problem-solving as a challenge job demand. Practical implications The results can guide practitioners’ understanding of how to implement lean without harm to employee well-being. Originality/value By employing a well-grounded psychological model to test the link between lean and well-being, the study finds quantitative support for: the buffering effect of SLPs on exhaustion caused by JIT-related job demands, and for the role of JIT as a hindrance. These novel findings have no precedent in previous survey-based research. In addition, it reveals the importance of studying SLPs at an individual level, as what matters is the extent to which workers perceive SLPs as useful and supportive.

The impact of job crafting on job demands, job resources, and well-being.

2013 ◽  
Vol 18 (2) ◽  
pp. 230-240 ◽  
Author(s):  
Maria Tims ◽  
Arnold B. Bakker ◽  
Daantje Derks
Keyword(s):  
Job Demands ◽  
Well Being ◽  
Job Crafting ◽  
Job Resources ◽  
The Impact

scholarly journals Job crafting and its impact on work engagement and job satisfaction in mining and manufacturing

2016 ◽  
Vol 19 (3) ◽  
pp. 400-412 ◽  
Author(s):  
Leon T De Beer ◽  
Maria Tims ◽  
Arnold B Bakker
Keyword(s):  
Job Satisfaction ◽  
Factor Structure ◽  
Work Engagement ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Job Demands ◽  
Job Crafting ◽  
Job Resources ◽  
Primary Data ◽  
Cross Sectional Survey

The purpose of this study was to investigate job crafting and its relationship with work engagement and job satisfaction within the South African context. This research is important as job crafting has been shown to have a positive influence on employee motivation. A cross-sectional survey design was used to collect primary data from organisations in the mining and manufacturing industries of South Africa (N = 470). The results of multi-group structural equation modelling showed that the original four-factor structure of the job crafting scale was supported by the data, but that a three-factor structure was necessary due to a discriminant validity concern regarding two job crafting dimensions. Regression results revealed that increasing structural job resources with challenging job demands, and increasing social job resources were significant predictors of work engagement in both groups. Contrary to expectations decreasing hindering job demands was a negative predictor of job satisfaction in the mining group. Furthermore, increasing social job resources was also a significant predictor of job satisfaction in both groups. This study indicates the importance of job crafting for work engagement and job satisfaction in organisations.

scholarly journals A Dual Path Model of Work-Related Well-Being in Healthcare and Social Work Settings: The Interweaving Between Trait Emotional Intelligence, End-User Job Demands, Coworkers Related Job Resources, Burnout, and Work Engagement

2021 ◽  
Vol 12 ◽  
Author(s):  
Alessio Tesi
Keyword(s):  
Emotional Intelligence ◽  
Work Engagement ◽  
Healthcare Professionals ◽  
Job Demands ◽  
Well Being ◽  
Job Resources ◽  
Equation Modeling ◽  
Trait Emotional Intelligence ◽  
End User ◽  
Work Related

Framing the job demands-resources (JD-R) model, the present study deepened how trait emotional intelligence (TEI, i.e., perception about one's own emotional realm) contributes to the work-related well-being of healthcare professionals. A total of 302 healthcare professionals were involved in the study and completed an anonymous self-report questionnaire. The results of the structural equation modeling revealed that TEI was directly and indirectly—mediated by end-user job demands—negatively associated with burnout, and directly and indirectly—mediated by coworkers related job resources— associated with work engagement. According to the health impairment and motivational processes of JD-R, the present study highlights that TEI could targets burnout and work engagement through different paths. The first path revealed that TEI would reduce burnout protecting by the insurgence harmful relationships with service end-users and the second showed that TEI would support work engagement sustaining the development of positive relationship with coworkers.

Job demands-resources model, transformational leadership and organizational performance: a multilevel study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anastasia A. Katou ◽  
Michael Koupkas ◽  
Eleni Triantafillidou
Keyword(s):  
Transformational Leadership ◽  
Organizational Performance ◽  
Leadership Style ◽  
Work Engagement ◽  
Job Demands ◽  
Well Being ◽  
Job Resources ◽  
Content Type ◽  
The Relationship ◽  
Work Burnout

PurposeThe purpose of this paper is to integrate an extended by personal resource job demands-resources (JD-R) model in the relationship between transformational leadership and organizational performance. It is argued that the responsive, supportive and developmental leader's style will reduce employees' levels of burnout and increase their levels of work engagement and ultimately will increase organizational performance expressed by productivity, growth and creativity.Design/methodology/approachThe hypotheses were tested among a national sample of 1,011 employees in 107 Greek public and private organizations operating within an environment of economic and financial crises. The operational model was tested using a multilevel structural equation modelling.FindingsIt appeared that job demands and work burnout and job resources and work engagement, serially and fully mediated the relationship between transformational leadership and organizational performance. Further, it is found that personal resources negatively and fully mediate the relationship between job resources and work burnout and positively and partially mediate the relationship between job resources and work engagement.Research limitations/implicationsData were collected using a cross-sectional design, not allowing dynamic causal inferences.Practical implicationsConsidering that the transformational leadership style reduces employees' levels of burnout and increases their levels of work engagement and accordingly improves organizational performance, organizations are well advised to encourage this leadership style.Social implicationsTransformational leadership by balancing job demands and job resources could have a positive impact on employee well-being.Originality/valueThe study, using multilevel testing, demonstrates that the extended JD-R model can be integrated into the transformational leadership– organizational performance relationship.

scholarly journals An exploration of the prevalence and predictors of work-related well-being among psychosocial oncology professionals: An application of the job demands–resources model

2015 ◽  
Vol 14 (1) ◽  
pp. 33-41 ◽  
Author(s):  
Adrienne Turnell ◽  
Victoria Rasmussen ◽  
Phyllis Butow ◽  
Ilona Juraskova ◽  
Laura Kirsten ◽  
...  
Keyword(s):  
Work Engagement ◽  
Job Demands ◽  
Well Being ◽  
Psychosocial Oncology ◽  
Job Resources ◽  
Online Questionnaire ◽  
Work Related ◽  
Utrecht Work Engagement Scale ◽  
High Work ◽  
Job Demands And Resources

ABSTRACTObjective:Burnout is reportedly high among oncology healthcare workers. Psychosocial oncologists may be particularly vulnerable to burnout. However, their work engagement may also be high, counteracting stress in the workplace. This study aimed to document the prevalence of both burnout and work engagement, and the predictors of both, utilizing the job demands–resources (JD–R) model, within a sample of psychosocial oncologists.Method:Psychosocial-oncologist (N = 417) clinicians, recruited through 10 international and national psychosocial-oncology societies, completed an online questionnaire. Measures included demographic and work characteristics, burnout (the MBI–HSS Emotional Exhaustion (EE) and Depersonalization (DP) subscales), the Utrecht Work Engagement Scale, and measures of job demands and resources.Results:High EE and DP was reported by 20.2 and 6.6% of participants, respectively, while 95.3% reported average to high work engagement. Lower levels of job resources and higher levels of job demands predicted greater burnout, as predicted by the JD–R model, but the predicted interaction between these characteristics and burnout was not significant. Higher levels of job resources predicted higher levels of work engagement.Significance of results:Burnout was surprisingly low and work engagement high in this sample. Nonetheless, one in five psychosocial oncologists have high EE. Our results suggest that both the positive (resources) and negative (demands) aspects of this work environment have an on impact burnout and engagement, offering opportunities for intervention. Theories such as the JD–R model can be useful in guiding research in this area.

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