Date of Conferral

2021

Degree

Ph.D.

School

Psychology

Advisor

Anthony Perry

Abstract

Telecommuters have been shown to have higher job satisfaction and job performance and lower turnover intentions and job-related stress than office-based workers. The association between telecommuting, job burnout, and turnover intentions of call center agents has not been fully investigated. The purpose of this study was to determine if telecommuting is associated with job burnout, and turnover intentions among call center agents. Maslach and Jackson’s burnout theory was used as the theoretical framework. Data were obtained from a convenience sample of 89 nontelecommuter and 63 telecommuter call center agents in the United States via an online survey. This nonexperimental correlational study used a one-way multivariate analysis of variance to determine if telecommuting was associated with job burnout and turnover intentions among call center agents. The findings showed that there was a statistically significant difference in exhaustion and cynicism, with nontelecommuters reporting significantly higher levels of exhaustion and cynicism compared to telecommuters. There was no significant difference in professional efficacy or turnover intentions between telecommuting and nontelecommuting call center agents. The findings of this study extend knowledge on previous research on telecommuting, job burnout (cynicism, exhaustion, professional efficacy), and turnover intentions by evaluating the relationship between the variables among call center agents. The results may contribute to organizational policies to increase in telecommuting opportunities among call center agents and contribute to positive social change by organizations using telecommuting as one of the ways to reduce exhaustion and cynicism among nontelecommuters.

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