Title: The effect of job burnout on job outcomes among call centre customer service representatives in India

Authors: Shilpa Jain Surana; Anup K. Singh

Addresses: Department of Business Sustainability, TERI University, 10 Institutional Area, Vasant Kunj, New Delhi – 110070, India ' Jaipuria Institute of Management, A-32A, Sector-62, Noida – 201309, India

Abstract: This paper examines the effect of job burnout on psychological outcomes (job satisfaction, organisational commitment, turnover intention) and a behavioural outcome (job performance) among customer service representatives (CSRs) in call centres in India. A survey was conducted on 303 CSRs in call centres in India. The findings show that there exists a significant relationship between job burnout and the given job outcomes. Particularly, job burnout has a substantial effect on reduced organisational commitment and high turnover intention. Interventions aimed at reducing likelihood of employee burnout can bring positive job outcomes including lower turnover rates in call centres. This paper helps in understanding the role of burnout towards negative job outcomes including high employee turnover among CSRs in call centres and has implications for both academicians and practitioners in the field.

Keywords: job burnout; job performance; job satisfaction; organisational commitment; turnover intention; India; job outcomes; call centres; customer service representatives.

DOI: 10.1504/IJIE.2012.052557

International Journal of Intelligent Enterprise, 2012 Vol.1 No.3/4, pp.270 - 289

Available online: 11 Mar 2013 *

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