Date of Award

5-2014

Degree Type

Dissertation

Degree Name

Doctor of Education (EdD)

Department

Education

First Advisor

H Stanton Tuttle

Second Advisor

Lynda I. Allen

Third Advisor

Jeffrey S. Williamson

Scholarship Domain(s)

Scholarship of Discovery

Abstract

Call centers have become a vital part of global businesses. Companies in various industries have call centers that employ millions of agents to serve as the primary customer-facing channel. The purpose of this study is to identify the factors leading to employee job burnout in a telecommunications company in order to determine ways to retain valuable employees and to assist them in developing a better work‒life balance. Several survey instruments were utilized to evaluate employees in an e-commerce backoffice call center in the United States. Data analysis provided some expected results in terms of measuring burnout. It also provided some unexpected results regarding the main factors contributing to burnout and an employee’s subsequent intention to leave the business. Among the expected results were that a high number of employees (45.1%, n =41) were deemed to have medium to high levels of emotional exhaustion. In addition, exhaustion and cynicism were found to be positively correlated with turnover intentions. The unexpected results were the discovery of connections between role stressors (role conflict and role ambiguity) and job burnout. In addition, control, fairness and values (AWS subscales) were found to be the best predictors of burnout when evaluated against

emotional exhaustion.

Comments

Ed.D. dissertation completed in 2014 for Olivet Nazarene University.