Organizational Virtuousness and Burnout among Call Center Employees: Moderating Role of Affective Commitment

Abstract

Objective. The present research was conducted to examine the role of organizational virtuousness in affective commitment and burnout among call center employees. It was also intended to determine the moderating function of affective commitment in predicting burnout from organizational virtuousness. In addition, group differences were also investigated across personal (gender) and organizational (job experience) demographics in relation to study variables.

Method. Sample (N = 450) comprised of night shift call center employees (men = 203; women = 247) with age range 22 to 38 years located in Islamabad and Rawalpindi. Measures of Organizational Virtuousness Scale (Cameron et al., 2004), Affective Commitment Scale (Meyer & Allen, 1997), and Burnout Scale (Erickson & Ritter, 2001) were employed to assess organizational virtuousness, affective commitment, and job related burnout; respectively.

Results. Results showed that organizational virtuousness positively predicted affective commitment and negatively predicted burnout; while, affective commitement was negatively linked with burnout. Findings further indicated that affective commitment buffered the relationship between organizational virtousness and burnout.

Implications. Group differences revealed that men and employees with lesser work experience exhibited better perceptions of organizational virtuousness with higher level of affective commitment and lesser burnout as compared to their counterparts. Managerial implications of the study were also discussed.