Work-personal life conflict and burnout in contact centers

Abstract

Purpose The purpose of this paper is to analyze the moderating role of affective commitment in the relationship between work-personal life conflict (WPLC) and burnout in the contact center environment. Design/methodology/approach Data were obtained through the participation of a sample of Portuguese employees (n=2,055) of a large company in the contact center sector. Data were analyzed using the Process tool. Findings The results support the existence of a positive relationship between both dimensions of WPLC (i.e. time and strain) and burnout (i.e. exhaustion and cynicism). Moreover, the study confirms that the affective commitment moderates the relationship between both dimensions of WPLC and cynicism, buffering these relationships. Research limitations/implications The cross-sectional design and the reliance on self-report measures are the main limitations of this study, although no causality was claimed and method biases were controlled. Practical implications Contact center managers should develop human resources practices that aid employees to conciliate work and life. Furthermore, these work-life balance practices should be used together with high involvement human resources practices that promote employees’ affective commitment. Originality/value This study provides evidence for the need to reconceptualize the traditional work-family conflict, stressing the importance of considering the interference between domains of life, especially in sectors that tend to have young employees.