A Multiple-Group Analysis of Associations Between Emotional Exhaustion and Supervisor-Rated Individual Performance: Temporary Versus Permanent Call-Center Workers
Nele De Cuyper, Filipa Castanheira, Hans De Witte, Maria José Chambel
Human Resource Management · 2014 · Volume 53 · Issue 4
Abstract
This study investigates whether contract type (temporary versus permanent employment) moderates the relationship between emotional exhaustion and supervisor-rated individual performance. Most temporary workers desire permanent employment, and this may drive them to uphold performance also when strained. This hypothesis was tested with multiple-group analysis in a sample of 430 call-center operators from five Portuguese organizations from different sectors. The results show that emotional exhaustion related negatively to supervisor-rated individual performance among permanent workers, but not among temporary workers. Our conclusion is that the relationship between emotional exhaustion and supervisor-rated individual performance is conditional upon contract type. © 2014 Wiley Periodicals, Inc.
Keywords
contingent employment, job demands, emotional exhaustion, performance
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