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Original Research

Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa

Janet C. Simons, Johanna H. Buitendach

SA Journal of Industrial Psychology; Vol 39, No 2 (2013), 12 pages. doi: 10.4102/sajip.v39i2.1071

Submitted: 20 September 2012
Published:  19 November 2013

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.


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Author affiliations

Janet C. Simons, Department of Psychology, Howard College, University of KwaZulu-Natal, South Africa
Johanna H. Buitendach, Department of Psychology, Howard College, University of KwaZulu-Natal, South Africa

Keywords

Psychological capital; Positive psychology; Work engagement; Organisational commitment

Metrics

Total abstract views: 5055
Total article views: 16464  

Cited-By

1. The influence of psychological capital, self-leadership, and mindfulness on work engagement
Martina Kotzé
South African Journal of Psychology  first page: 008124631770581  year: 2017  
doi: 10.1177/0081246317705812

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ISSN: 0258-5200 (print) | ISSN: 2071-0763 (online)


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