psychological capital, work engagement and organisational commitment amongst call centre employees in south africa

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ID: 174265
2013
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Abstract
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.
Reference Key
simons2013sapsychological Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;Janet C. Simons;Johanna H. Buitendach
Journal open access macedonian journal of medical sciences
Year 2013
DOI
10.4102/sajip.v39i2.1071
URL
https://sajip.co.za/index.php/sajip/article/view/1071
Keywords
work engagement positive psychology psychological capital

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