Symptoms of burnout and service recovery performance: The influence of job resourcefulness

Abstract

Purpose

This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.

Design/methodology/approach

Call Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.

Findings

Eight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.

Research limitations/implications

Limitations of the study include the generalizability of the findings since the study was conducted within one organizational context and one country. Suggestions for future research include an examination of job resourcefulness as a moderator in the JD‐R model of burnout and other personality traits specific to frontline employee jobs such as Customer Orientation.

Practical implications

The research advances understanding of burnout, personality traits and FLE service recovery performance in a Call Center context and the findings indicate that managers can take actions on a number of fronts to assist in reducing burnout symptoms and progress toward the achievement of Call Center service recovery excellence.

Originality/value

Previously, no attention has been given to understanding the antecedents of service recovery performance mediated by the symptoms of burnout in a Call Center context. In addition, there has been no attempt to examine the role of situational personality traits and their effect in burnout. By expanding existing burnout research, the study investigates a partial mediated model of burnout and its influence on Call Center FLE service recovery performance.

Citation

Rod, M. and Ashill, N.J. (2009), "Symptoms of burnout and service recovery performance: The influence of job resourcefulness", Managing Service Quality: An International Journal, Vol. 19 No. 1, pp. 60-84. https://doi.org/10.1108/09604520910926818