Impact of Customer Abuse and Job boredom on Job Burnout: Moderating Role of Self-Efficacy

Abstract

The purpose of this research is to observe the relationship between customer abuse and job boredom with the dependent variable job burnout. Here self-efficacy is used as moderator variable. For this research data is collected from call centres. Reason is that these four variables strongly lie in call centres organization. Where employees face abusive language from customers side which create stress and pressure for employees .and after this due to call center environment and customers behavior reduces the confidence level of employees which leads to job burnout. Where employees expectation are totally opposite to the job requirements. They feel helpless in the organization. At the same time it becomes some difficult to follow the rules of organization and treated with customer in a good way. So here the moderator self-efficacy is used to overcome this issue. Where employees use their inner skills and capabilities to deal the customers. For data analysis Lahore city is selected with the sample of 291 employees. and data has been gathered through close ended questionnaire. In data analysis SPSS and confirmatory analysis through SEM are used to test hypothesis. This software is used to test the relationships of variables.