The Effect of Family–Work and Work–Family Conflict on Call Center Workers’ Emotional Exhaustion With Person–Job Fit as Antecedent

Abstract

In accordance with the government’s regulations in Indonesia, all financial services institutions are obliged to implement a customer complaint handling mechanism, which has contributed to the rapid growth of the call center industry. As a benchmark for managing service quality, call center workers are required to always keep their emotions stable despite the continuous pressures and unpleasant responses from customers. For this reason, working at call centers is now considered a job with a high emotional burden. Few studies have specifically examined the level of emotional exhaustion among call center workers in Indonesia. Therefore, this work aims to investigate the effect of family–work and work–family conflict on such workers’ emotional exhaustion, with person–job fit as antecedent. For this purpose, we collected data from 154 questionnaires completed by call center workers at financial services institutions in Indonesia. We analyze the relationship among the variables under study using structural equation modeling (SEM). The results show that the level of compatibility between employees’ and their job reduces both family–work and work–family conflict. In terms of work–family conflict, call center workers will feel emotionally exhausted only when faced with a dilemma between work and family responsibilities. The call centers’ management should thus create a family-friendly work environment to ensure excellent care for employees.

Burnout on Contact Center: A Literature Review

“…Furthermore, the study also explained that affective commitment moderates the relationship between WPLC and burnout, but partially has a significant effect only on the dimension of cynicism. In line with research conducted by Dwi Lestari & Yuwono (2020) which discusses conflicts in employees and person job fit. The results revealed that person job fit was negatively associated with family work and work-family conflict, and emotional exhaustion.…”

“…The entire study is a quantitative description study and uses sampling techniques of nonprobabability sampling. The measuring instrument used in all studies used the Maslach Burnout Inventory (MBI) questionnaire (Geraldes et al, 2019;Gonçalves et al, 2020;Dwi Lestari & Yuwono, 2020;Montalbo, 2016;Drissi et al, 2021;Charoensukmongkol & Puyod, 2020;Harry, 2021;Deniz & Kaya, 2021). Kuesione is distributed in person as well as online.…”

Effects of Psychological Capital and Person-Job Fit on Hospitality Employees’ Work-Family Conflict, Family-Work Conflict and Job Performance: The Moderating Role of Marital Status

“…The Braunstein-Bercovitz et al (2012) research revealed that the relationship between personality variables (e.g., resilience) and well-being was partially mediated by WFC and FWC. Lestari (2020) reported that PJ fit had a negative impact on both WFC and FWC. In addition, FWC mediated the relationship between PJ fit and emotional exhaustion.…”

Influence of the Services Marketing Mix and Place Branding on Tourism Destination Image

“…Tourism activities in Indonesia have recently begun to grow, develop, and even become a trend and lifestyle in Indonesian society (Sunjayadi, 2018;Chen & Ting, 2019). As a result, tourism activities are expected to become a mainstay sector able to drive other closely related economic sectors (Mishra et al, 2011;Cheah & Abdul-Rahim, 2018;Dwi Lestari & Yuwono, 2020). The Indonesian government, following its development program in the next five years, will focus on the land and maritime infrastructure, energy, food, and tourism sectors.…”