{"id":"https://openalex.org/W4283723637","doi":"https://doi.org/10.51415/10321/3258","title":"Factors that influence employee morale of contact centre staff : Eskom Holding SOC LTD South Africa","display_name":"Factors that influence employee morale of contact centre staff : Eskom Holding SOC LTD South Africa","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W4283723637","doi":"https://doi.org/10.51415/10321/3258"},"language":"en","primary_location":{"id":"doi:10.51415/10321/3258","doi":"https://doi.org/10.51415/10321/3258","is_oa":true,"landing_page_url":"https://doi.org/10.51415/10321/3258","pdf_url":"https://openscholar.dut.ac.za/bitstream/10321/3258/1/MASILEHLATJ_2018.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Durban University of Technology","raw_type":"dissertation"},"volume":null,"type":"dissertation","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://openscholar.dut.ac.za/bitstream/10321/3258/1/MASILEHLATJ_2018.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061101532","display_name":"Thoko Johanna Masilela","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I177181097","display_name":"Durban University of Technology","ror":"https://ror.org/0303y7a51","country_code":"ZA","type":"education","lineage":["https://openalex.org/I177181097"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"Masilela, Thoko Johanna","raw_affiliation_strings":["Sciences Durban University of Technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sciences Durban University of Technology","institution_ids":["https://openalex.org/I177181097"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5061101532"],"corresponding_institution_ids":["https://openalex.org/I177181097"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.9189000129699707,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.9189000129699707,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.05429999902844429,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.022700000554323196,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/employee-morale","display_name":"employee morale","score":1.0},{"id":"https://openalex.org/keywords/eskom","display_name":"Eskom","score":0.8460000157356262},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.9169999957084656},{"id":"https://openalex.org/keywords/intrinsic-motivation","display_name":"intrinsic motivation","score":0.7409999966621399},{"id":"https://openalex.org/keywords/extrinsic-motivation","display_name":"extrinsic motivation","score":0.984000027179718},{"id":"https://openalex.org/keywords/supervisor-role","display_name":"supervisor role","score":0.5950000286102295},{"id":"https://openalex.org/keywords/workload","display_name":"workload","score":0.652999997138977},{"id":"https://openalex.org/keywords/turnover-intention","display_name":"turnover intention","score":0.5339999794960022},{"id":"https://openalex.org/keywords/absenteeism","display_name":"absenteeism","score":0.699999988079071},{"id":"https://openalex.org/keywords/job-performance","display_name":"employee performance","score":0.37599998712539673},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.31700000166893005}],"concepts":[{"id":"https://openalex.org/C27400517","wikidata":"https://www.wikidata.org/wiki/Q332278","display_name":"Absenteeism","level":2,"score":0.6338773965835571},{"id":"https://openalex.org/C2778139618","wikidata":"https://www.wikidata.org/wiki/Q13440398","display_name":"Workforce","level":2,"score":0.6183677315711975},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.6016927361488342},{"id":"https://openalex.org/C99753626","wikidata":"https://www.wikidata.org/wiki/Q14937678","display_name":"Employee engagement","level":2,"score":0.5442124605178833},{"id":"https://openalex.org/C151956035","wikidata":"https://www.wikidata.org/wiki/Q1132755","display_name":"Logistic regression","level":2,"score":0.5063449144363403},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.467926025390625},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4558994472026825},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.4450252056121826},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4135236442089081},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3566249907016754},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3488849401473999},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.33532726764678955},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.24940049648284912},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.24315139651298523},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.18646499514579773},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.16016119718551636},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.13345718383789062},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.12131929397583008},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.09292539954185486},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08024942874908447},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.51415/10321/3258","doi":"https://doi.org/10.51415/10321/3258","is_oa":true,"landing_page_url":"https://doi.org/10.51415/10321/3258","pdf_url":"https://openscholar.dut.ac.za/bitstream/10321/3258/1/MASILEHLATJ_2018.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Durban University of Technology","raw_type":"dissertation"},{"id":"pmh:oai:openscholar.dut.ac.za:10321/3258","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10321/3258","pdf_url":"http://hdl.handle.net/10321/3258","source":{"id":"https://openalex.org/S4306401133","display_name":"DUT Open Scholar (Durban University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I177181097","host_organization_name":"Durban University of Technology","host_organization_lineage":["https://openalex.org/I177181097"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Thesis"}],"best_oa_location":{"id":"doi:10.51415/10321/3258","doi":"https://doi.org/10.51415/10321/3258","is_oa":true,"landing_page_url":"https://doi.org/10.51415/10321/3258","pdf_url":"https://openscholar.dut.ac.za/bitstream/10321/3258/1/MASILEHLATJ_2018.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Durban University of Technology","raw_type":"dissertation"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.9211000204086304,"display_name":"Decent work and economic growth"}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/8","score":0.7099999785423279,"display_name":"Decent work and economic growth"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4283723637.pdf","grobid_xml":"https://content.openalex.org/works/W4283723637.grobid-xml"},"referenced_works_count":55,"referenced_works":["https://openalex.org/W62225801","https://openalex.org/W1505999675","https://openalex.org/W1536016914","https://openalex.org/W1542932561","https://openalex.org/W1548232359","https://openalex.org/W1820801730","https://openalex.org/W1901834893","https://openalex.org/W1984520723","https://openalex.org/W1985859340","https://openalex.org/W2019328501","https://openalex.org/W2052893041","https://openalex.org/W2059467734","https://openalex.org/W2082813705","https://openalex.org/W2086041795","https://openalex.org/W2092870097","https://openalex.org/W2106421255","https://openalex.org/W2112540289","https://openalex.org/W2130429407","https://openalex.org/W2134439955","https://openalex.org/W2134925371","https://openalex.org/W2141266151","https://openalex.org/W2147118054","https://openalex.org/W2147320709","https://openalex.org/W2149803289","https://openalex.org/W2150972237","https://openalex.org/W2159257900","https://openalex.org/W2186818845","https://openalex.org/W2187417735","https://openalex.org/W2188257192","https://openalex.org/W2233738916","https://openalex.org/W2315239044","https://openalex.org/W2415238798","https://openalex.org/W2464635365","https://openalex.org/W2499066175","https://openalex.org/W2538470747","https://openalex.org/W2596746383","https://openalex.org/W2615691261","https://openalex.org/W2771352938","https://openalex.org/W2922030364","https://openalex.org/W2969022087","https://openalex.org/W2970741232","https://openalex.org/W3108547111","https://openalex.org/W3152179695","https://openalex.org/W3193532866","https://openalex.org/W4230176965","https://openalex.org/W4230998013","https://openalex.org/W4236374154","https://openalex.org/W4238207540","https://openalex.org/W4240602245","https://openalex.org/W4246914848","https://openalex.org/W4389146643","https://openalex.org/W6757972096","https://openalex.org/W6774224902","https://openalex.org/W6791476066","https://openalex.org/W7018637469"],"related_works":["https://openalex.org/W1589186861","https://openalex.org/W7053060357","https://openalex.org/W1914845582","https://openalex.org/W1537886602","https://openalex.org/W2186787490","https://openalex.org/W2891369311","https://openalex.org/W2208100634","https://openalex.org/W1908801843","https://openalex.org/W2538470747","https://openalex.org/W4416209058"],"abstract_inverted_index":{"The":[0,15,101,226,284],"vital":[1],"role":[2,261],"that":[3,48,142,230,290,299],"staff":[4,8],"morale":[5,113,149,165],"plays":[6],"in":[7,28,97,120],"performance":[9,139,170,194],"within":[10],"organisations":[11],"cannot":[12],"be":[13],"underestimated.":[14],"main":[16,102,227],"reason":[17],"for":[18],"human":[19],"and":[20,43,61,83,87,148,160,168,172,187,192,196,208,248,258,280],"labour":[21],"development":[22],"is":[23,40,70],"to":[24,72,89,108,127,132,154,173,213,294],"improve":[25],"employees\u2019":[26],"conduct":[27],"terms":[29],"of":[30,46,59,66,77,81,93,104,114,136,146,150,158,262],"confidence":[31],"or":[32],"approach":[33],"towards":[34],"the":[35,56,94,98,105,112,129,134,144,156,164,175,178,182,188,215,231,252,297],"job.":[36],"Eskom":[37,67,117,137,183,223,241],"contact":[38,68,99,118,151,184,224,242],"centre":[39,119,152,185,243],"an":[41],"important":[42,233],"integral":[44],"part":[45],"business":[47],"frequently":[49],"handles":[50],"queries":[51],"from":[52,218],"customers,":[53],"thereby":[54],"reducing":[55],"waiting":[57],"time":[58,274],"customers":[60],"enhancing":[62],"call":[63,282],"routing.":[64],"Leadership":[65],"centres":[69],"deemed":[71],"experience":[73],"a":[74],"high":[75,79,84,276],"rate":[76,86],"absenteeism,":[78],"level":[80,247],"stress":[82],"turnover":[85],"intention":[88],"leave":[90],"by":[91],"most":[92,232],"employees":[95,115,186,190,221],"working":[96],"centres.":[100],"objective":[103],"study":[106,124],"was":[107],"determine":[109],"factors":[110,162,235,254,298],"influence":[111,143],"at":[116,222,240],"South":[121],"Africa.":[122],"This":[123],"further":[125],"aimed":[126],"achieve":[128],"following":[130],"objectives:":[131],"examine":[133],"effects":[135],"workforce":[138],"management":[140,293],"systems":[141],"levels":[145],"motivation":[147],"employees,":[153],"evaluate":[155],"impact":[157],"intrinsic":[159,234],"extrinsic":[161,253],"influencing":[163],"on":[166,296],"physical":[167,191],"psychological":[169,193],"outcomes,":[171],"assess":[174],"relationship":[176],"between":[177],"moral":[179],"behavior":[180],"among":[181],"perceived":[189],"reactions":[195],"attitudes.":[197],"Statistical":[198],"methods":[199],"such":[200],"as":[201],"descriptive":[202],"statistics,":[203],"multiple":[204],"regression,":[205],"logistic":[206],"regression":[207],"factor":[209],"analysis":[210],"were":[211,244],"used":[212],"analyse":[214],"data":[216],"collected":[217],"thirty-five":[219],"(35)":[220],"centre.":[225],"findings":[228],"reveal":[229],"which":[236],"influences":[237],"job":[238,268],"satisfaction":[239],"acceptable":[245],"pay":[246],"employee":[249],"recognition":[250],"while":[251],"include:":[255],"reasonable":[256],"work":[257,264,266,278],"responsibilities,":[259],"positive":[260],"supervisor,":[263],"pressures,":[265],"tension,":[267],"frustration,":[269],"low":[270],"service":[271],"level,":[272],"customer":[273],"management,":[275],"responsibility,":[277],"overload":[279],"heavy":[281],"overload.":[283],"managerial":[285],"implication":[286],"encompasses":[287],"some":[288],"recommendations":[289],"can":[291],"assist":[292],"decide":[295],"will":[300],"enhance":[301],"Eskom\u2019s":[302],"operations.":[303]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2022-07-01T00:00:00"}