A process model of burnout among salespeople: Some new thoughts

Lewin, Jeffrey E.; Sager, Jeffrey K.

doi:10.1016/j.jbusres.2007.04.009

Cited by 96 publications

(111 citation statements)

References 45 publications

(70 reference statements)

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“…A call center is a risky environment for such problems. It is in accordance with the literature from this point of view (4,10,12,21). …”

Section: Personal Accomplishmentsupporting

confidence: 92%

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Burnout level of a bank's call centre employee and affecting factors

Erol¹,

Gür²,

Ergün³

et al. 2014

MUSBED

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Bir banka çağrı merkezi çalışanlarının tükenmişlik düzeyi ve etkileyen faktörler Amaç: Bu çalışma çağrı merkezi çalışanlarının tükenmişlik düzeyleri ile kişisel özellikler ve işyeri çevresel faktörler arasındaki ilişkiyi açıklamak amacı ile yürütüldü. Yöntem: Araştırma tanımlayıcı tasarım kullanılarak Şubat ve Nisan 2011 tarihleri arasında İstanbul'da özel bir bankanın çağrı merkezi çalışanları ile gerçekleştirildi. Çalışma popülasyonunu gönüllü olarak katılan 201 çağrı merkezi çalışanı oluşturdu. Veriler araştırmacılar tarafından hazırlanan anket formu ve Maslach Tükenmişlik Ölçeği kullanılarak toplandı. Toplanan veriler, tanımlayıcı istatistikler, bağımsız örneklem t, ANOVA, Mann-Whitney U, Kruskal Wallis Testi ve lojistik regresyon analizi ile değerlendirildi. Anlamlılık düzeyi p<0.05 ve güven aralığı %95 olarak kabul edildi. Bulgular: Araştırmaya katılan bireylerin yaşları 20-46 arasında değişmektedir ve yaş ortalaması 36.84±13.22'dur. Çoğunluğu kadın (%77.1) ve lisans mezunudur (%52.2). Çalışanların duygusal tükenme puanları orta düzeyde bulundu. İş nedeniyle stres deneyimleyenlerin duygusal tükenme riskleri stres deneyimlemeyenlerden OR=11.50 (%95 CI 2.45-28.57) kat daha yüksek bulundu. Duyarsızlaşma puanları düşük düzeydeydi. Kulak çınlaması şikâyeti olan bireylerin duyarsızlaşma puanları çınlama şikâyeti olmayanlardan OR=7.35 (%95 CI 1.41-8.51) kat daha yüksek bulundu. Çalışanların kişisel başarı puanları düşük düzeydeydi ve erkeklerin puan ortalamaları kadınlardan OR=5.87 (%95 CI 1.25-8.29), baş ağrısı şikâyeti olanların olmayanlardan OR=8.38 (%95 CI1.74-18.44) kat daha düşük düzeyde bulundu. Sonuç: İşe bağlı stres, erkek cinsiyet ve baş ağrısı şikâyeti tükenmişliği etkileyen faktörler olarak belirlendi. Anahtar sözcükler: Maslach tükenmişlik ölçeği, çağrı merkezi çalışanı, tükenmişlik, sağlık durumu, stress ABS TRACT Burnout level of a bank's call centre employee and affecting factorsObjective: This study was carried out with the aim of exploring the relationship between burnout and personal characteristics and workplace environment factors in call center employees. Method: The research was conducted between February and April 2011 in a private bank located in Istanbul using descriptive design. Population consists of call center employees in bank and 201 volunteers participated in the study. Data were collected by using questionnaire form prepared by researchers and Maslach Burnout Inventory. Data were analyzed with descriptive statistics, independent samples t, ANOVA, Mann-Whitney U, Kruskal Wallis test and logistic regression. Significance was set at p<0.05 and confidence interval estimated at that 95% level. Results: The mean age of respondents was 36.84±13.22 with a range from 20 to 46 years. Most participants were female (77.1%), and graduate degree (52.2%). The average emotional exhaustion scores of the employees were at middle range. The emotional exhaustion risks of those who experience stress due to their work were found OR=11.50 (95% CI 2.45-28.57) times higher than those who do not experienci...

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“…A call center is a risky environment for such problems. It is in accordance with the literature from this point of view (4,10,12,21). …”

Section: Personal Accomplishmentsupporting

confidence: 92%

“…According to our results, the average emotional exhaustion scores of call center employees were at middle range. Moreover, almost half of the employees (10,11,12,14,21). Emotional exhaustion might occur due to the health problems created by the workplace and some health problems might occur due to the emotional exhaustion as well.…”

Section: Emotional Exhaustionmentioning

confidence: 99%

Burnout level of a bank's call centre employee and affecting factors

Erol¹,

Gür²,

Ergün³

et al. 2014

MUSBED

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show abstract

“…In contrast, in the helping professions providers are usually in charge, competition from alternate providers is minimal, and success is measured in terms of learning, rehabilitation, and/or recovery. Further, in a recent work Lewin and Sager (2007) make a convincing argument for, and empirically demonstrate the importance of, reexamining some aspects of the stress-burnout literature within a 'sales' context. These authors argue that 'professional selling' is sufficiently dissimilar to the so-called 'helping professions' as to make prior findings surrounding stress and burnout in other work contexts not universally generalizable to a sales context (Lewin & Sager, 2007).…”

Section: Introductionmentioning

confidence: 96%

“…Further, in a recent work Lewin and Sager (2007) make a convincing argument for, and empirically demonstrate the importance of, reexamining some aspects of the stress-burnout literature within a 'sales' context. These authors argue that 'professional selling' is sufficiently dissimilar to the so-called 'helping professions' as to make prior findings surrounding stress and burnout in other work contexts not universally generalizable to a sales context (Lewin & Sager, 2007). Finally, notwithstanding the contributions of earlier works, none has examined the moderating effects of coping resources on the relationship between salesperson emotional exhaustion and its antecedent role stressors.…”

Section: Introductionmentioning

confidence: 96%

An investigation of the influence of coping resources in salespersons' emotional exhaustion

Lewin

Sager

2009

Industrial Marketing Management

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“…Emotional exhaustion is specifically similar to psychological pressure, associated with a sense of strain and loss of emotional motivation in a person's life (6)(7)(8). Job burnout has several negative consequences such as lack of self-confidence, poor job performance, increased abuse of drugs, and isolation from clients, the job, and the organization (9).…”

Section: Introductionmentioning

confidence: 99%