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Sense of coherence, affective wellbeing and burnout in a higher education institution call centre

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dc.contributor.advisor Coetzee, M.
dc.contributor.author Harry, Nisha
dc.date.accessioned 2011-11-16T08:56:18Z
dc.date.available 2011-11-16T08:56:18Z
dc.date.issued 2011-06
dc.identifier.uri http://hdl.handle.net/10500/5050
dc.description.abstract The objective of this study was to: (1) assess the overall wellness climate profile of a sample of higher education call centre employees for national benchmarking purposes; (2) explore the relationship between the participants‟ sense of coherence, affective wellbeing and burnout; and (3) determine how the participants differ regarding these variables in terms of socio-demographic contextual factors such as gender, race, age, and marital status. The South African Employee Health and Wellness Survey was used as a measuring instrument. Compared to the national norm, the results indicated a risky wellness climate reflecting a burnout propensity, lower morale (affective wellbeing) and lower resilience (sense of coherence). Significant relations existed between the participants‟ sense of coherence, affective wellbeing and burnout levels. Significant differences regarding these variables were also detected between males and females and the various marital status groups regarding the participants‟ sense of coherence, affective wellbeing and burnout. The findings of this study contributed new knowledge that may be used to inform employee wellness programmes within a higher education call centre environment. The study concluded with recommendations for future research and practice. en
dc.format.extent 1 online resource (x, 112 leaves : ill. (some col.)
dc.language.iso en en
dc.subject Affective wellbeing en
dc.subject Burnout en
dc.subject Call centre en
dc.subject Sense of coherence en
dc.subject Climate en
dc.subject.ddc 158.723
dc.subject.lcsh Burn out (Psychology)
dc.subject.lcsh Employees -- Health risk assessment
dc.subject.lcsh Call center agents -- Job stress
dc.subject.lcsh Sense of coherence
dc.title Sense of coherence, affective wellbeing and burnout in a higher education institution call centre en
dc.type Dissertation en
dc.description.department Industrial and Organisational Psychology
dc.description.degree M. Comm. (Industrial and Organisational Psychology)


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