scholarly journals Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa

2013 ◽  
Vol 39 (2) ◽  
Author(s):  
Janet C. Simons ◽  
Johanna H. Buitendach
Keyword(s):  
Work Engagement ◽  
Psychological Capital ◽  
Survey Design ◽  
Measuring Instruments ◽  
Call Centre ◽  
Organisational Commitment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Work Related ◽  
Managerial Implications

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.

scholarly journals Job insecurity, organisational commitment and work engagement among staff in an open distance learning institution

2019 ◽  
Vol 19 (1) ◽  
pp. 22-43 ◽  
Author(s):  
A N Moshoeu ◽  
D J Geldenhuys
Keyword(s):  
Distance Learning ◽  
Work Engagement ◽  
Significant Relationship ◽  
Survey Design ◽  
Job Insecurity ◽  
Measuring Instruments ◽  
Organisational Commitment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Alternative Employment

The objective of this study was to explore the relationship between job insecurity, organisational commitment and work engagement among staff in an open distance learning institution. The research was conducted through computer-aided telephone interviews and self-completion techniques. A cross-sectional survey design was conducted among 260 employees in an open distance learning institution. The measuring instruments included the job insecurity scale, organisational commitment questionnaire and Utrecht Work Engagement Scale. The results demonstrated statistically significant relationships between job insecurity and organisational commitment, and between job insecurity and work engagement. A practically significant relationship between variables was also determined; however, the effect was too small to yield a practically significant relationship between the variables. The results revealed that a component of job insecurity (likelihood of loss of job features), together with a component of work engagement (vigour), explains 25% of the total variation of organisational commitment and that the remaining 75% was attributed to factors beyond the scope of this study. This study demonstrated that employees would not always reduce their commitment and work effort when confronted with uncertainty as suggested by several studies. Nevertheless, it could be assumed that the survey participants fear being unemployed and feel trapped because of a lack of alternative employment opportunities.

scholarly journals Retention factors in relation to organisational commitment in medical and information technology services

2012 ◽  
Vol 13 (1) ◽  
Author(s):  
Jeannette Van Dyk ◽  
Melinde Coetzee
Keyword(s):  
Information Technology ◽  
Management Practices ◽  
Survey Design ◽  
Organisational Commitment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Retention Factors ◽  
Information Technology Services ◽  
Technology Services ◽  
Managerial Implications

Orientation: Retaining staff with scarce and critical skills in the medical and information technology (IT) industry has become a top priority because of skills shortages.Research purpose: The objectives of the study were to investigate empirically: (1) the relationship between employees’ satisfaction with organisational retention factors (measured by the Retention Factors Scale) and their organisational commitment (measured by the Organisational Commitment Questionnaire) and (2) whether gender, age, race and tenure groups differ significantly in terms of these variables.Motivation for the study: Medical and information technology professionals have specialised and hard to replace skills. They also have strong tendencies to leave their organisations and countries. Understanding the retention factors that will increase their organisational commitment may benefit the organisations who want to retain their valuable talent.Research design, approach and method: The researchers used a cross-sectional survey design to collect data from a purposive sample of 206 staff members who had scarce skills in a South African medical and information technology services company. Correlational and inferential statistics were computed to achieve the objectives.Main findings: The results showed that the participants’ satisfaction with retention factors has a significant relationship with their organisational commitment and that the biographical groups differ significantly in terms of the variables.Practical/managerial implications: The measured retention factors were all associated with human resource management practices that influence employees’ intentions to leave.Contribution/value-add: The results are important to managers who are interested in retaining staff who have scarce skills and provide valuable pointers for designing effective retention strategies.

scholarly journals Dimensionality of the UWES-17: An item response modelling analysis

2013 ◽  
Vol 39 (2) ◽  
Author(s):  
Deon P. De Bruin ◽  
Carin Hill ◽  
Carolina M. Henn ◽  
Klaus-Peter Muller
Keyword(s):  
Item Response ◽  
Work Engagement ◽  
Survey Design ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Conflicting Evidence ◽  
Managerial Implications ◽  
Information And Communication ◽  
Value Add ◽  
Individual Scores

Orientation: Questionnaires, particularly the Utrecht Work Engagement Scale (UWES-17), are an almost standard method by which to measure work engagement. Conflicting evidence regarding the dimensionality of the UWES-17 has led to confusion regarding the interpretation of scores.Research purpose: The main focus of this study was to use the Rasch model to provide insight into the dimensionality of the UWES-17, and to assess whether work engagement should be interpreted as one single overall score, three separate scores, or a combination.Motivation for the study: It is unclear whether a summative score is more representative of work engagement or whether scores are more meaningful when interpreted for each dimension separately. Previous work relied on confirmatory factor analysis; the potential of item response models has not been tapped.Research design: A quantitative cross-sectional survey design approach was used. Participants, 2429 employees of a South African Information and Communication Technology (ICT) company, completed the UWES-17.Main findings: Findings indicate that work engagement should be treated as a unidimensional construct: individual scores should be interpreted in a summative manner, giving a single global score.Practical/managerial implications: Users of the UWES-17 may interpret a single, summative score for work engagement. Findings of this study should also contribute towards standardising UWES-17 scores, allowing meaningful comparisons to be made.Contribution/value-add: The findings will benefit researchers, organisational consultants and managers. Clarity on dimensionality and interpretation of work engagement will assist researchers in future studies. Managers and consultants will be able to make better-informed decisions when using work engagement data.

scholarly journals Job insecurity, burnout and work engagement: The impact of positive and negative affectivity

2005 ◽  
Vol 31 (4) ◽  
Author(s):  
J Bosman ◽  
S Rothmann ◽  
J H Buitendach
Keyword(s):  
Work Engagement ◽  
Survey Design ◽  
Job Insecurity ◽  
Negative Affectivity ◽  
Measuring Instruments ◽  
Cross Sectional Survey ◽  
Positive Affectivity ◽  
Cross Sectional ◽  
Government Organisation ◽  
The Impact

The objective of this study was to investigate the relationship between job insecurity, affectivity, burnout and work engagement of employees (N = 297) in a government organisation. A cross-sectional survey design was used. The Job Insecurity Questionnaire, Affectometer 2, Oldenburg Burnout Inventory, and Utrecht Work Engagement Scale were used as measuring instruments. Job insecurity as well as negative and positive affectivity had main effects on burnout and work engagement. Negative affectivity also interacted with job insecurity to influence the burnout and work engagement of employees. No interaction effects were found between positive affectivity and job insecurity. Opsomming Die doelstelling van hierdie studie was om die verband tussen werksonsekerheid, affektiwiteit, uitbranding en werksbegeestering van werknemers (N = 297) in ’n staatsorganisasie te ondersoek. Daar is gebruik gemaak van ’n dwarsdeursnee-opname-ontwerp. Die Werksonsekerheidsvraelys, Affectometer 2, die Oldenburg-Uitbrandingsvraelys en die Utrecht-Werksbegeesteringskaal is as meetinstrumente gebruik. Die resultate het daarop gedui dat werksonsekerheid, sowel as negatiewe en positiewe affektiwiteit hoofeffekte op uitbranding en werksbegeestering gehad het. Uitbranding en begeestering is ook deur die interaksie tussen negatiewe affektiwiteit en werksonsekerheid beïnvloed. Geen interaksie-effekte is tussen positiewe affektiwiteit en werksonsekerheid gevind nie.

scholarly journals Self-perceived employability among undergraduate students at a South African university

2021 ◽  
Vol 19 ◽  
Author(s):  
Doret Botha
Keyword(s):  
South Africa ◽  
South African ◽  
Undergraduate Students ◽  
Survey Design ◽  
The Self ◽  
The South ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Employability ◽  
Managerial Implications

Orientation: South Africa has been suffering from persistently high levels of unemployment since 2008. The youth is regarded as the most at-risk group in the South African labour market and unemployment amongst the youth is considered one of the most critical socio-economic problems in South Africa. Increasing one’s employability is essential to securing employment and enhancing one’s well-being.Research purpose: This study aimed to explore the self-perceived employability of undergraduate students at a South African university.Motivation for the study: Currently, there is a scarcity of published research on the self-perceived employability amongst undergraduate students at higher education institutions in South Africa.Research approach/design and method: The study was conducted within a positivistic research paradigm. A quantitative-based cross-sectional survey design was used. Convenience sampling was used to select the students who were included in the survey. Data were collected through a web-based survey, using a standardised coded questionnaire that consisted of a five-point Likert-type scale.Main findings: The results indicated that the respondents were relatively confident about their internal employability, but they were less confident about their opportunities in the external labour market.Practical/managerial implications: Understanding one’s employability and the accompanied issues creates awareness of one’s potential, skills and knowledge to become a successful citizen and employee.Contribution/value-add: The study shed light on the self-perceived employability of undergraduate students at a South African university and consequently contributes to the existing literature on employability in the South African context.

scholarly journals How Organizational Culture Affects Employee(s) Work Engagement in the Insurance Industries in Ghana: An Ambidextrous Approach [AAA]

2018 ◽  
Vol 9 (4) ◽  
pp. 22
Author(s):  
Aphu Elvis Selase ◽  
Xinhai Lu ◽  
Ekor Sophia Enyonam Abla
Keyword(s):  
Organizational Culture ◽  
Work Engagement ◽  
Survey Design ◽  
Insurance Companies ◽  
Cross Sectional Survey ◽  
Statistical Tools ◽  
Cross Sectional ◽  
Pearson Product Moment Correlation ◽  
And Gender ◽  
Employee Work Engagement

The study assessed how organizational culture affects employee work engagement in the insurance industries in Ghana. A cross sectional survey design was used to purposively sample one hundred and sixty-one (161) employees from two leading insurance companies ambidextrously. The Pearson Product Moment Correlation and Independent t-test were the statistical tools used to test the three hypotheses of the study. The results of the study revealed that, there is a positive significant relationship between organizational culture and employee work engagement. Again it was established that managers are more likely to be engaged on their job than non-managers and gender has no significant influence on engagement levels. The study therefore concluded that, to increase employee work engagement, organizations must adopt a favorable culture. Therefore we recommend that organizations should maintain and sustain favorable culture in order to increase the level of employees work engagement.

scholarly journals Occupational stress of employees in an insurance company

2006 ◽  
Vol 37 (3) ◽  
pp. 29-39 ◽  
Author(s):  
W. J. Coetzer ◽  
S. Rothmann
Keyword(s):  
Occupational Stress ◽  
Survey Design ◽  
Job Insecurity ◽  
Insurance Industry ◽  
Job Characteristics ◽  
Insurance Company ◽  
Organisational Commitment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
And Control

The objectives of this study were to assess the internal consistency of the ASSET, to identify occupational stressors for employees in an insurance company and to assess the relationships between occupational stress, ill health and organisational commitment. A cross-sectional survey design was used. An availability sample (N = 613) of employees in an insurance company was used. An Organisational Stress Screening Tool (ASSET) was used as measuring instrument. The results showed that job insecurity as well as pay and benefits were the highest stressors in the insurance industry. Two stressors, namely job characteristics and control were statistically significant predictors of low organisational commitment. Physical ill health was best predicted by overload and job characteristics. Three stressors, namely work-life balance, overload and job characteristics best predicted psychological ill health.

scholarly journals Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment

2013 ◽  
Vol 39 (2) ◽  
Author(s):  
Nisha Harry ◽  
Melinde Coetzee
Keyword(s):  
Sense Of Coherence ◽  
Survey Design ◽  
Maslach Burnout Inventory ◽  
Early Career ◽  
Call Centre ◽  
Career Adaptability ◽  
Cross Sectional ◽  
Managerial Implications ◽  
Years Of Service ◽  
Value Add

Orientation: The call centre is recognised as being a stressful work environment that affects the general wellbeing of call centre agents.Research purpose: This study explored whether call centre agents’ sense of coherence significantly influences their career adaptability and whether their burnout levels significantly moderate the sense of coherence–career adaptability relationship. The research also investigated whether age, gender and years of service (as control variables), along with sense of coherence, predicted career adaptability.Motivation for the study: The positive psychological construct of career adaptability and its association with call centre agents’ sense of coherence, burnout, age, gender and years of service have not yet been investigated in the call centre environment.Research design, approach and method: A cross-sectional quantitative survey design was used. The Orientation to Life, Career Adapt-Abilities Scale and Maslach Burnout Inventory General Scale were administered to a non-probability purposive sample of 409 early-career Black staff employed in three of the largest outsourced financial call centres in Africa.Main findings: Multiple regression analyses revealed that age, gender and meaningfulness significantly predicted call centre agents’ career adaptability, but that their burnout levels do not significantly moderate the sense of coherence–career adaptability relationship.Practical/managerial implications: Enhancing call centre agents’ sense of meaningfulness will increase their levels of career adaptability and career wellbeing.Contribution/value-add: This research is the first to investigate the construct of career adaptability in the call centre environment and adds new knowledge and insights to the existing wellness and positive psychology literature.

scholarly journals Psychological capital, job demands and organisational commitment of employees in a call centre in Durban, South Africa

2014 ◽  
Vol 14 (1) ◽  
Author(s):  
Kreshona Pillay ◽  
Johanna H. Buitendach ◽  
Herbert Kanengoni
Keyword(s):  
South Africa ◽  
Significant Relationship ◽  
Predictive Value ◽  
Psychological Capital ◽  
Job Demands ◽  
Cross Sectional Study ◽  
Medium Effect ◽  
Call Centre ◽  
Organisational Commitment ◽  
Cross Sectional

Orientation: The South African call centre industry is growing as call centres are increasingly used as a means of service delivery to customers. Positive psychologists posit that psychological capital could lead to positive outcomes such as organisational commitment of call centre staff.Research purpose: This study investigated the relationship between psychological capital, job demands and organisational commitment and intended to determine whether psychological capital and job demands predict call centre employees’ organisational commitment.Motivation for the study: The study aimed to explore potential links between psychological capital, job demands and organisational commitment of call centre employees. It is premised on previous research that call centre job demands may be related to commitment to the organisation.Research approach, design and method: This cross-sectional study sampled 117 call centre employees from Durban, South Africa, and used a biographical questionnaire, psychological capital questionnaire, the job-demands-resources scale and the organisational commitment questionnaire to collect data.Main findings: Findings indicated a statistically significant relationship between psychological capital and work overload, as well as a practically and statistically significant relationship (medium effect) between psychological capital and continuance organisational commitment. The results showed that psychological capital has predictive value for continuance organisational commitment.Practical/managerial implications: Psychological capital has predictive value for continuance organisational commitment. Organisations can develop initiatives to enhance positive psychological states and address this relationship.Contribution: The findings could be beneficial to management and employees in considering ways to boost psychological capital in order to improve organisational commitment.

scholarly journals Job demands and resources of workers in a South African agricultural organisation

2015 ◽  
Vol 13 (1) ◽  
Author(s):  
Doris N. Asiwe ◽  
Carin Hill ◽  
Lené I. Jorgensen
Keyword(s):  
Agricultural Sector ◽  
Survey Design ◽  
Job Demands ◽  
Negative Consequences ◽  
Validity And Reliability ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Managerial Implications ◽  
Value Add ◽  
Job Demands And Resources

Orientation: Understanding the job demands and resources experienced by workers in an agricultural organisation.Research purpose: The objective of this study was to examine the validity and reliability of the Adapted Job Demands and Resources Scale (AJDRS) as well as to establish prevalent job demands and resources of employees in an agricultural organisation. Demographic differences were also investigated.Motivation of the study: The agricultural sector of any national economy plays a very important role in the overall welfare of the country. Identifying the prevalent job demands and resources in an agricultural organisation is therefore of paramount importance since the negative consequences of employees experiencing very demanding jobs with few resources have been well documented in stress literature.Research approach, design and method: A cross-sectional survey design was used. The sample consisted of 443 employees in an agricultural organisation. The AJDRS was used to measure the research variables.Main findings: The findings of this research show evidence for the factorial validity and reliability of the AJDRS. Statistical differences were found with regard to the job demands and resources experienced by employees in different positions.Practical/managerial implications: Interventions to improve the perceived job demands and resources in the organisation should focus on physical resources (equipment).Contribution/value-add: This study contributes to knowledge concerning the job demands and resources that are prevalent in an agricultural organisation in South Africa.

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