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Unité de Recherche et d'Applications en Marketing

The « Burnout » determinants and its consequence on the perceived performance of Tunisia call centers ‘operators: Validation of the scales of measurement


Abstract:

Nowadays, call centres are more and more numerous in Tunisia. Despite the high turnover in the incoming centre calls, many students work there for a definite period. For those who have opted for a whole career in it, they would often suffer from an acute state of stress. The following article deals with the call centres art, the work exhaustion syndrome “Burnout” and its determinants. Its objective consists in carrying out a survey with 450 operators and validates the following scales of measurement variables: role ambiguity, role conflict, reduced motivation, “Burnout” and perceived performance.

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