The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
Dual processes at work in a call centre: An application of the job demands – resources model
Abstract
This study among 477 employees working in the call centre of a Dutch telecom company (response 88%) examined the predictive validity of the job demands – resources (JD – R) model for self-reported absenteeism and turnover intentions. The central hypothesis was that job demands would be the most important predictors of absenteeism, through their relationship with health problems (i.e., exhaustion and Repetitive Strain Injury—RSI), whereas job resources would be the most important predictors of turnover intentions, through their relationship with involvement (i.e., organizational commitment and dedication). Results of a series of SEM analyses largely supported these dual processes. In the first energy-driven process, job demands (i.e., work pressure, computer problems, emotional demands, and changes in tasks) were the most important predictors of health problems, which, in turn, were related to sickness absence (duration and long-term absence). In the second motivation-driven process, job resources (i.e., social support, supervisory coaching, performance feedback and time control) were the only predictors of involvement, which, in turn, was related to turnover intentions. Additionally, job resources had a weak negative relationship with health problems, and health problems positively influenced turnover intentions. The application of the JD – R model as a human resource management tool in call centres as well as in other organizations is discussed.
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Cites
Alternative Ways of Assessing Model Fit
Browne, M. W., & Cudeck, R. (1992) · Sociological Methods & Research · doi:10.1177/0049124192021002005 · Cited by 27,200
The job demands-resources model of burnout.
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Self-citationJob Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign
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Self-citationJob demands, job resources, and their relationship with burnout and engagement: a multi‐sample study
Schaufeli, W. B., & Bakker, A. B. (2004) · Journal of Organizational Behavior · doi:10.1002/job.248 · Cited by 9,297
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“The relationship between specific job demands (e.g., workload and emotional demands) and exhaustion has been reported by various studies on burnout, of which exhaustion is the core symptom (see Lee & Ashforth, 1996, for a meta-analysis).”
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The Job Demands‐Resources model: state of the art
Bakker, A. B., & Demerouti, E. (2007) · Journal of Managerial Psychology · doi:10.1108/02683940710733115 · Cited by 12,996
Self-citationJob Resources Buffer the Impact of Job Demands on Burnout.
Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.10.2.170 · Cited by 2,483
Self-citationBurnout and work engagement: the JD–R approach.
Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. I. (2014) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-031413-091235 · Cited by 2,486
Self-citationA Critical Review of the Job Demands-Resources Model: Implications for Improving Work and Health
Schaufeli, W. B., & Taris, T. W. (2014) · Bridging Occupational, Organizational and Public Health · doi:10.1007/978-94-007-5640-3_4 · Cited by 2,261
Self-citationJob resources boost work engagement, particularly when job demands are high.
Bakker, A. B., Hakanen, J. J., Demerouti, E., & Xanthopoulou, D. (2007) · Journal of Educational Psychology · doi:10.1037/0022-0663.99.2.274 · Cited by 2,111
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Metadata
- Authors
- Bakker, A., Demerouti, E., & Schaufeli, W.
- Venue
- European Journal of Work and Organizational Psychology
- Publisher
- Informa UK Limited
- Published
- 2003-12
- Volume
- 12
- Issue
- 4
- Pages
- 393-417
- ISSN
- 1359-432X (ISSN-L)
- 1464-0643
- OpenAlex
- W2095870081
- Cited by
- 956
- References
- 14
- FWCI
- 16.13
- Type
- journal article
- Language
- en
- Open access
- closed
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