{"id":{"repo_id":"cape-town","oai_identifier":"oai:open.uct.ac.za:11427/32975"},"canonical_url":"https://search.dev.ndltd.org/etd/cape-town/oai:open.uct.ac.za:11427/32975","repository":{"repo_id":"cape-town","name":"University of Cape Town","base_url":"https://open.uct.ac.za/oai/request"},"display":{"title":"The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator","abstract":"This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented.","abstract_html":"This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented.","abstract_has_math":false,"creators":["Pillay, Jayde"],"institution":"Organisational Psychology","degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":["Bagraim, Jeffrey"],"committee_chairs":[],"committee_members":[],"year":2020,"date_issued":"2020","date_published":"2020","updated_at":"2026-07-22T22:22:39Z","subjects":["burnout","call centre employees","optimism","pessimism","South Africa","work-to-family conflict"],"languages":[],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"http://hdl.handle.net/11427/32975","outbound_label":"Handle","outbound_source":"dc:identifier.uri"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor.advisor","label":"Advisor","values":["Bagraim, Jeffrey"]},{"key":"dc:creator","label":"Author","values":["Pillay, Jayde"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date.accessioned","label":"Dc Date Accessioned","values":["2021-02-24T13:53:01Z"]},{"key":"dc:date.available","label":"Dc Date Available","values":["2021-02-24T13:53:01Z"]},{"key":"dc:date.issued","label":"Date","values":["2020"]},{"key":"dc:publisher.department","label":"Dc Publisher Department","values":["Organisational Psychology"]},{"key":"dc:type","label":"Dc Type","values":["Master Thesis"]},{"key":"dc:type.qualificationlevel","label":"Dc Type Qualificationlevel","values":["Masters","MCom"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["burnout","call centre employees","optimism","pessimism","South Africa","work-to-family conflict"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier.uri","label":"Identifier URI","values":["http://hdl.handle.net/11427/32975"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented."]},{"key":"dc:title","label":"Title","values":["The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator"]}]}],"canonical_facts":{"dc:contributor.advisor":["Bagraim, Jeffrey"],"dc:creator":["Pillay, Jayde"],"dc:date.accessioned":["2021-02-24T13:53:01Z"],"dc:date.available":["2021-02-24T13:53:01Z"],"dc:date.issued":["2020"],"dc:description.abstract":["This study examined work-family conflict as a predictor of burnout as well as the moderating role that optimism and pessimism may have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite the two-dimensional model that was expected. Bivariate regression analysis showed that work-to-family conflict explained a significant proportion of the variance in both dimensions of burnout – emotional exhaustion and cynicism. Contrary to what was expected, the results of the moderation analyses were not significant. Optimism and pessimism did not moderate the relationship between work-to-family conflict and burnout. The results show that work-to-family conflict negatively affects call centre employees' well-being. The results are discussed and implications for management and suggestions for future research are presented."],"dc:identifier.uri":["http://hdl.handle.net/11427/32975"],"dc:publisher.department":["Organisational Psychology"],"dc:subject":["burnout","call centre employees","optimism","pessimism","South Africa","work-to-family conflict"],"dc:title":["The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator"],"dc:type":["Master Thesis"],"dc:type.qualificationlevel":["Masters","MCom"]},"updated_at":"2026-07-22T22:22:39Z"}