Exploring the construction of work-life balance amongst black women and men in a customer care environment

Abstract

In contemporary society, work and home represent the two most significant domains in the life of working individuals. South Africa’s socioeconomic, political, and societal circumstances will influence employees’ experiences of work-life balance differently, compared to that of employees in other countries, suggesting that the construction of work-life balance amongst different race and cultural groups may differ. The present study used in-depth qualitative interviews with ten black women and men employed in a customer care environment, to explore their construction of work-life balance. A grounded theory approach was used to analyse the data and identify themes. This study suggests that work-life balance is a unique experience for individuals, which varies over time and in different situations. The study confirmed that attaining work-life balance is a process of balancing ever-changing experiences over time, and in different life stages. The results of this study are also discussed in relation to the relevant literature.