Efecto del conflicto familia-trabajo y trabajo-familia en el agotamiento emocional de los trabajadores en centros de llamadas considerando la compatibilidad persona-trabajo como antecedente

Palabras clave: trabajador en centros de llamadas, agotamiento emocional, conflicto familia-trabajo, conflicto trabajo-familia, compatibilidad persona-trabajo

Resumen

De acuerdo con las normas establecidas por el gobierno de Indonesia, todas las instituciones financieras están obligadas a contar con un mecanismo de gestión de quejas y reclamos, lo que ha generado un rápido crecimiento de la industria de los centros de llamadas. Como punto de referencia para gestionar la calidad del servicio, los trabajadores en dichos centros deben mantener siempre estables sus emociones a pesar de las continuas presiones y las respuestas desagradables por parte de los clientes. Esto ha llevado a que trabajar en centro de llamadas se considere como un trabajo con una alta carga emocional. Hasta ahora, pocos estudios han examinado específicamente el nivel de agotamiento emocional entre los trabajadores en centros de llamadas en Indonesia. Por consiguiente, este estudio pretende investigar el efecto del conflicto familia-trabajo y trabajo-familia en el agotamiento emocional de dichos trabajadores, considerando la compatibilidad persona-trabajo como antecedente. Para este propósito, recolectamos datos de trabajadores en centros de llamadas en instituciones financieras en Indonesia. Usamos modelos de ecuaciones estructurales para analizar la relación entre las variables estudiadas. Los resultados muestran que el nivel de afinidad entre dichos trabajadores y su trabajo reduce los conflictos familia-trabajo y trabajo-familia. En términos de conflicto trabajo-familia, los trabajadores en centros de llamadas se sentirán emocionalmente agotados solo cuando se enfrenten a un dilema entre su trabajo y sus responsabilidades familiares. Por lo tanto, el área de gerencia de dichos centros debería crear un ambiente de trabajo familiar para garantizar que el servicio al trabajador sea excelente.

Biografía del autor/a

Elissa Dwi Lestari, Universitas Multimedia Nusantara

Master in Science Management, Universitas Multimedia Nusantara,
Tangerang, Indonesia, elissa.lestari@umn.ac.id

Miranti Kusuma Yuwono, Universitas Multimedia Nusantara

Bachelor in Economy, Universitas Multimedia Nusantara,
Tangerang, Indonesia, mirantiky@gmail.com

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Cómo citar
Dwi Lestari, E., & Yuwono, M. K. (2020). Efecto del conflicto familia-trabajo y trabajo-familia en el agotamiento emocional de los trabajadores en centros de llamadas considerando la compatibilidad persona-trabajo como antecedente. Revista CEA, 6(12), 69-85. https://doi.org/10.22430/24223182.1616

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Publicado
2020-07-02
Sección
Artículos de investigación