Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

Abstract

Purpose

This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.

Design/methodology/approach

In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.

Findings

The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.

Research limitations/implications

Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.

Practical implications

The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.

Originality/value

No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.

Citation

Ashill, N.J., Rod, M., Thirkell, P. and Carruthers, J. (2009), "Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees", Journal of Services Marketing, Vol. 23 No. 5, pp. 338-350. https://doi.org/10.1108/08876040910973440