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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
psychology
Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa
SA Journal of Industrial Psychology, Volume 39, No. 2 SPL, Article 1071, Year 2013
Notification
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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. © 2013. The Authors.
Authors & Co-Authors
Simons, Janet C.
South Africa, Durban
University of Kwazulu-natal
Buitendach, Johanna Hendrina
South Africa, Durban
University of Kwazulu-natal
Statistics
Citations: 184
Authors: 2
Affiliations: 1
Identifiers
Doi:
10.4102/sajip.v39i2.1071
e-ISSN:
20710763
Study Design
Cross Sectional Study
Study Approach
Quantitative
Study Locations
South Africa