Abstract
The study investigated age and tenure effects on the relationship between job demands and resources, and job-related burnout and work engagement. Study participants were a convenience sample of 382 call centre agents in the information technology industry in South Africa (females = 54%; black African = 47%; single = 47%). The call centre agents completed the Job Demands-Resource scale, the Burnout scale, the Utrecht Work Engagement Scale, and the Work-related Sense of Coherence scale. Multiple hierarchical regression analyses and moderation analyses revealed that age and tenure moderated the relationship between overload, insecurity, and burnout. Tenure moderated the relationship between organisational support and work engagement. Interventions to foster job resources for work engagement and healthy work participation should take into account the work-related sense of coherence of call centre agents as well as their age and tenure.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
