The effect of leader-member exchange on burnout: A research on customer representatives working in call centers

Abstract

In this study, it was aimed to research the relationship between the leader-member exchange (LMX), which is used to define the relationship between team employees and team leaders, and the burnout levels of customer representatives working in call centers, one of the job sites where burnout syndrome is most common due to working conditions. Data were collected by a questionnaire consisting of statements prepared with the Five-Point Likert Scale among the employees of five different call centers operating in Istanbul. Data collected to understand the level of burnout of employees and their relationship with team leaders were analyzed using a number of tests and Structural Equation Model through the AMOS program. The claim of the study is that a positive and strong leader-member exchange will decrease the burnout levels of employees. As a result of the analysis, it was determined that the measurement tools and method were valid and reliable. As a result; it was seen that leader-member exchange showed significant differences according to both professional and workplace seniority. Finally, the model established under the research was tested and showed that; the positive and strong LUE has a decreasing effect on burnout. In other words, there is a negative and strong relationship between the two main subjects of this study.