The job demands-resources model of work engagement in South African call centres

Article English OPEN
Yolandi Janse van Rensburg; Billy Boonzaier; Michèle Boonzaier;
(2013)
  • Publisher: AOSIS
  • Journal: South African Journal of Human Resource Management (issn: 1683-7584, eissn: 2071-078X)
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.4102/sajhrm.v11i1.484
  • Subject: Leadership Effectiveness | HF5549-5549.5 | Team Effectiveness | Call Centres | Work Engagement | Job Demands-Resources (JD-R) Model | Personnel management. Employment management | Sense of Coherence

Orientation: A ‘sacrificial human resource strategy’ is practised in call centres, resulting in poor employee occupational health. Consequently, questions are posed in terms of the consequences of call centre work and which salient antecedent variables impact the engage... View more
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