Work-personal life conflict and burnout in contact centers: The moderating role of affective commitment
ISSN: 0048-3486
Article publication date: 22 November 2018
Issue publication date: 7 March 2019
Abstract
Purpose
The purpose of this paper is to analyze the moderating role of affective commitment in the relationship between work-personal life conflict (WPLC) and burnout in the contact center environment.
Design/methodology/approach
Data were obtained through the participation of a sample of Portuguese employees (n=2,055) of a large company in the contact center sector. Data were analyzed using the Process tool.
Findings
The results support the existence of a positive relationship between both dimensions of WPLC (i.e. time and strain) and burnout (i.e. exhaustion and cynicism). Moreover, the study confirms that the affective commitment moderates the relationship between both dimensions of WPLC and cynicism, buffering these relationships.
Research limitations/implications
The cross-sectional design and the reliance on self-report measures are the main limitations of this study, although no causality was claimed and method biases were controlled.
Practical implications
Contact center managers should develop human resources practices that aid employees to conciliate work and life. Furthermore, these work-life balance practices should be used together with high involvement human resources practices that promote employees’ affective commitment.
Originality/value
This study provides evidence for the need to reconceptualize the traditional work-family conflict, stressing the importance of considering the interference between domains of life, especially in sectors that tend to have young employees.
Keywords
Citation
Geraldes, D., Madeira, E., Carvalho, V.S. and Chambel, M.J. (2019), "Work-personal life conflict and burnout in contact centers: The moderating role of affective commitment", Personnel Review, Vol. 48 No. 2, pp. 400-416. https://doi.org/10.1108/PR-11-2017-0352
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited