Dual processes at work in a call centre: An application of the job demands – resources model

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…