Original Research
Psychological capital, work engagement and organisational commitment amongst call centre employees in South Africa
Submitted: 20 September 2012 | Published: 19 November 2013
About the author(s)
Janet C. Simons, Department of Psychology, Howard College, University of KwaZulu-Natal, South AfricaJohanna H. Buitendach, Department of Psychology, Howard College, University of KwaZulu-Natal, South Africa
Abstract
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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Crossref Citations
1. THE ROLE OF QUALITY OF WORK LIFE AS MEDIATOR: PSYCHOLOGICAL CAPITAL AND WORK ENGAGEMENT
Laila Meiliyandrie Indah Wardani, Muhamad Syafiq Anwar
Humanities & Social Sciences Reviews vol: 7 issue: 6 first page: 447 year: 2019
doi: 10.18510/hssr.2019.7670