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
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.
Referencias bibliográficas
Afsar, B.; Rehman, Z. U. (2017). Relationship between Work-Family Conflict, Job Embeddedness, Workplace Flexibility, and Turnover Intentions. Makara Human Behavior Studies in Asia, v. 21, n. 2, 92-104. https://doi.org/10.7454/mssh.v21i2.3504
Anderson, J. C.; Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, v. 103, n. 3, 411-423. https://doi.org/10.1037/0033-2909.103.3.411
Babakus, E.; Yavas, U.; Ashill, N. J. (2010). Service Worker Burnout and Turnover Intentions: Roles of Person-Job Fit, Servant Leadership, and Customer Orientation. Services Marketing Quarterly, v. 32, n. 1, 17–31. https://doi.org/10.1080/15332969.2011.533091
Bagozzi, R. P.; Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, v. 16, n. 1, 74-94. https://doi.org/10.1007/BF02723327
Bakker, A. B. (2013). La teoría de las demandas y los recursos laborales. Journal of Work and Organizational Psychology, v. 29, n. 3, 107-115. https://doi.org/10.5093/tr2013a16
Cable, D. M.; DeRue, D. S. (2002). The convergent and discriminant validity of subjective fit perceptions. Journal of Applied Psychology, v. 87, n. 5, 875-884. https://doi.org/10.1037/0021-9010.87.5.875
Carlson, D. S.; Grzywacz, J. G.; Zivnuska, S. (2009). Is work’family balance more than conflict and enrichment? Human Relations, v. 62, n. 10, 1459-1486. https://doi.org/10.1177/0018726709336500
Cavazotte, F.; Moreno, V.; Chehab Lasmar, L. C. (2020). Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain. The Service Industries Journal, v. 40, n. 5-6, 380-393. https://doi.org/10.1080/02642069.2018.1481955
Chambel, M. J.; Carvalho, V. S.; Cesário, F.; Lopes, S. (2017). The work-to-life conflict mediation between job characteristics and well-being at work. The Career Development International, v. 22, n. 2, 142-164. https://doi.org/10.1108/CDI-06-2016-0096
Cho, S. S.; Kim, H.; Lee, J.; Lim, S.; Jeong, W. C. (2019). Combined Exposure of Emotional Labor and Job Insecurity on Depressive Symptoms Among Female Call-Center Workers: A Cross-Sectional Study. Medicine, v. 98, n. 12, e14894. https://doi.org/10.1097/MD.0000000000014894
CNN Indonesia. (2019). Ibu Kota Pindah, Jakarta Tetap Jadi Pusat Ekonomi. https://www.cnnindonesia.com/ekonomi/20190901135435-532-426552/ibu-kota-pindah-jakarta-tetap-jadi-pusat-ekonomi
Cyntara, R. (2019). Perlindungan Konsumen Wajib Dilakukan. https://ekbis.harianjogja.com/read/2019/02/22/502/973524/perlindungan-konsumen-wajib-dilakukan
D’Cruz, P.; Noronha, E. (2008). Doing Emotional Labour: The Experiences of Indian Call Centre Agents. Global Business Review, v. 9, n. 1, 131-147. https://doi.org/10.1177/097215090700900109
De Cuyper, N.; Castanheira, F.; De Witte, H.; Chambel, M. J. (2014). A multiple‐group analysis of associations between emotional exhaustion and supervisor‐rated individual performance: Temporary versus permanent call‐center workers. Human Resource Management, v. 53, n. 4, 623-633. https://doi.org/10.1002/hrm.21608
Donovan, D. T.; Brown, T. J.; Mowen, J. C. (2004). Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors. Journal of Marketing, v. 68, n. 1, 128-146. https://doi.org/10.1509/jmkg.68.1.128.24034
Dos Anjos Grilo Pinto De Sá, A. C.; Moura E Sá, P. H. F. L. (2014). Job Characteristics and Their Implications on the Satisfaction Levels of call Center Employees: a study on a large telecommunications company. Review of Business Management, v. 16, n. 53, 658-676. https://doi.org/10.7819/rbgn.v16i53.1553
Ducharme, L. J.; Knudsen, H. K.; Roman, P. M. (2007). Emotional exhaustion and turnover intention in human service occupations: The protective role of coworker support. Sociological Spectrum, v. 28, n. 1, 81-104. https://doi.org/10.1080/02732170701675268
Edwards, J. R. (1991). Person-job fit: A conceptual integration, literature review, and methodological critique. In C. L. Cooper & I. T. Robertson (Eds.). International Review of Industrial and Organizational Psychology, v. 6, 283-357.
Edwards, J. R. (1996). An Examination of Competing Versions of the Person-Environment Fit Approach to Stress. The Academy of Management Journal, v. 39, n, 2, 292-339. https://doi.org/10.5465/256782
Fornell, C.; Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, v. 18, n. 1, 39-50. https://doi.org/10.2307/3151312
Frone, M. R.; Russell, M.; Cooper, M. L. (1992). Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface. Journal of Applied Psychology, v. 77, n. 1, 65-78. https://doi.org/10.1037/0021-9010.77.1.65
Geraldes, D.; Madeira, E.; Carvalho, V. S.; Chambel, M. J. (2019). Work-personal life conflict and burnout in contact centers: The moderating role of affective commitment. Personnel Review, v. 48, n. 2, 400-416. https://doi.org/10.1108/PR-11-2017-0352
Glaser, W.; Hecht, T. D. (2013). Work-family conflicts, threat-appraisal, self-efficacy and emotional exhaustion. Journal of Managerial Psychology, v. 28, n. 2, 164-182. https://doi.org/10.1108/02683941311300685
Greenhaus, J. H.; Beutell, N. J. (1985). Sources of Conflict Between Work and Family Roles. Academy of Management Review, v. 10, n. 1, 76-88. https://doi.org/10.5465/amr.1985.4277352
Hair, J. F.; Anderson, R.; Tatham, R.; Black, W. (1995). Multivariate Data Analysis with Readings (4th edition). Prentice Hall.
Hair, J. F.; Black, W. C.; Babin, B. J.; Anderson, R. E. (2009). Multivariate Data Analysis (7th Edition). Prentice Hall.
Hudson, S.; González-Gómez, H. V.; Rychalski, A. (2017). Call Centers: Is there an Upside to the Dissatisfied Customer Experience? Journal of Business Strategy, v. 38 n. 1, 39-46. https://doi.org/10.1108/JBS-01-2016-0008
Igbaria, M.; Zinatelli, N.; Cragg, P.; Cavaye, A. L. M. (1997). Personal Computing Acceptance Factors in Small Firms: A Structural Equation Model. MIS Quarterly: Management Information Systems, v. 21, n. 3, 279-301. https://doi.org/10.2307/249498
Jawahar, I.M.; Kisamore, J.L.; Stone, T.H.; Rahn, D. L. (2012). Differential Effect of Inter-Role Conflict on Proactive Individual’s Experience of Burnout. Journal of Business and Psychology, v. 27, n. 2, 243-254. https://doi.org/10.1007/s10869-011-9234-5
Kahn, R. L.; Wolfe, D. M.; Quinn, R. P.; Snoek, J. D.; Rosenthal, R. A. (1964). Organizational stress: Studies in role conflict and ambiguity. Sage Publications, Inc
Karatepe, O. M. (2013). The effects of work overload and work-family conflict on job embeddedness and job performance: The mediation of emotional exhaustion. International Journal of Contemporary Hospitality Management, v. 25, n. 4, 614-634. https://doi.org/10.1108/09596111311322952
Karatepe, O. M.; Karadas, G. (2016). Service employees’ fit, work-family conflict, and work engagement. Journal of Services Marketing, v. 30, n. 5, 554-566. https://doi.org/10.1108/JSM-02-2015-0066
Karatepe, O. M.; Sökmen, A.; Yavas, U.; Babakus, E. (2010). Work-family conflict and burnout in frontline service jobs: Direct, mediating and moderating effects. Ekonomika a Management, n. 4, 61-73. https://www.semanticscholar.org/paper/WORK-FAMILY-CONFLICT-AND-BURNOUT-IN-FRONTLINE-JOBS%3A-Karatepe-S%C3%B6kmen/45f4cacdb21af1139ad8bbba48c8a7f2736837c7
Knudsen, H. K.; Ducharme, L. J.; Roman, P. M. (2009). Turnover Intention and Emotional Exhaustion “at the Top”: Adapting the Job Demands-Resources Model to Leaders of Addiction Treatment Organizations. Journal of Occupational Health Psychology, v. 14, n. 1, 84-95. https://doi.org/10.1037/a0013822
Kristof-Brown, A. L.; Zimmerman, R. D.; Johnson, E. C. (2005). Consequences of individuals' fit at work: a meta‐analysis of person–job, person–organization, person–group, and person–supervisor fit. Personnel Psychology, v. 58, n. 2, 281-342. https://doi.org/10.1111/j.1744-6570.2005.00672.x
Maertz, C. P.; Campion, M. A. (2004). Profiles in Quitting: Integrating Process and Content Turnover Theory. Academy of Management Journal, v. 47, n. 4, 566-582. https://doi.org/10.5465/20159602
Maslach, C.; Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, v. 2, n. 2, 99-113. https://doi.org/10.1002/job.4030020205
Mengenci, C. (2014). The Mediating Affect of Supervisory Support Between P-O Fit, PJobFit, Stress, Surface Acting and Emotional Exhaustion in Service Sector: Evidence From Turkey. International Journal of Liberal Arts and Social Science, v. 2, 1402-1414. https://www.researchgate.net/publication/270645641_The_Mediating_Affect_of_Supervisory_Support_Between_P-O_Fit_PJobFit_Stress_Surface_Acting_and_Emotional_Exhaustion_in_Service_Sector_Evidence_From_Turkey
Mukherjee, A.; Malhotra, N. (2006). Does role clarity explain employee-perceived service quality? A study of antecedents and consequences in call centres. International Journal of Service Industry Management, v. 17, n. 5, 444-473. https://doi.org/10.1108/09564230610689777
Mulki, J. P.; Jaramillo, F.; Locander, W. B. (2006). Emotional exhaustion and organizational deviance: Can the right job and a leader’s style make a difference? Journal of Business Research, v. 59, n. 12, 1222-1230. https://doi.org/10.1016/j.jbusres.2006.09.001
Netemeyer, R. G.; Boles, J. S.; McMurrian, R. (1996). Development and Validation of Work-Family Conflict and Family-Work Conflict Scales. Journal of Applied Psychology, v. 81, n. 4, 400-410. https://doi.org/10.1037/0021-9010.81.4.400
Otoritas Jasa Keuangan. (2018). Layanan Pengaduan Konsumen di Sektor Jasa Keuangan. https://www.ojk.go.id/id/regulasi/Pages/Layanan-Pengaduan-Konsumen-di-Sektor-Jasa-Keuangan.aspx
Pasewark, W. R.; Viator, R. E. (2006). Sources of Work‐Family Conflict in the Accounting Profession. Behavioral Research in Accounting, v. 18, n. 1, 147-165. https://doi.org/10.2308/bria.2006.18.1.147
Porter, M. E.; Kramer, M. R. (2011). Creating shared value. https://doi.org/10.1007/978-94-024-1144-7_16
Puyod, J. V.; Charoensukmongkol, P. (2019). The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication. Management Research Review, v. 42, n. 12, 1400-1422. https://doi.org/10.1108/MRR-10-2018-0386
Richter, A.; Schraml, K.; Leineweber, C. (2015). Work–family conflict, emotional exhaustion and performance-based self-esteem: Reciprocal relationships. International Archives of Occupational and Environmental Health, v. 88, n. 1, 103-112. https://doi.org/10.1007/s00420-014-0941-x
Ro, H.; Lee, J. E. (2017). Call center employees’ intent to quit: Examination of job engagement and role clarity. Journal of Quality Assurance in Hospitality & Tourism, v. 18, n. 4, 531-543. https://doi.org/10.1080/1528008X.2017.1292163
Rod, M.; Ashill, N. J. (2013). The impact of call centre stressors on inbound and outbound call- centre agent burnout. Managing Service Quality: An International Journal, v. 23, n. 3, 245-264. https://doi.org/10.1108/09604521311312255
Sawyerr, O. O.; Srinivas, S.; Wang, S. (2009). Call center employee personality factors and service performance. Journal of Services Marketing, v. 23, n. 5, 301-317. https://doi.org/10.1108/08876040910973413
Seery, B. L.; Corrigall, E. A. (2009). Emotional Labor: Links to Work Attitudes and Emotional Exhaustion. Journal of Managerial Psychology, v. 24, n. 8, 797-813. https://doi.org/10.1108/02683940910996806
Shih-Tse Wang, E. (2014). The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees. Journal of Services Marketing, v. 28, n. 4, 319-330. https://doi.org/10.1108/JSM-11-2012-0217
Unal, Z. M. (2017). The Mediating Role of Meaningful Work on the Relationship Between Needs for Meaning-Based Person-Job Fit and Work-Family Conflict. International Scientific Conference on Sustainable Development Goals-2017, November. https://www.researchgate.net/profile/Zeynep_Uenal2/publication/321484500_The_Mediating_Role_of_Meaningful_Work_on_the_Relationship_between_Needs_for_Meaning-based_Person-Job_Fit_and_Work-Family_Conflict/links/5a243440aca2727dd87e4b0f/The-Mediating-Role-of-Meaningful-Work-on-the-Relationship-between-Needs-for-Meaning-based-Person-Job-Fit-and-Work-Family-Conflict.pdf
Vads. (2017). Contact Center di Industri Keuangan merupakan “Sebuah Kebutuhan Dasar”. https://www.vads.co.id/berita/?cat=Events
Wiratri, A. (2018). Menilik Ulang Arti Keluarga pada Masyarakat Indonesia. Jurnal Kependudukan Indonesia, v. 13, n. 1, 15-26. https://ejurnal.kependudukan.lipi.go.id/index.php/jki/article/view/305/pdf%20Wiratri,%202018
Zambas, J. (2018). The 20 Most Stressful Jobs in the World. https://www.careeraddict.com/stressful-jobs
Zuraya, N. (2017). OJK Optimalkan Peran Lembaga Keuangan Pangkas Ketimpangan. https://www.republika.co.id/berita/ekonomi/keuangan/17/11/22/oztc4m383-ojk-optimalkan-peran-lembaga-keuangan-pangkas-ketimpangan
Descargas
