La resiliencia como moderadora de la relación entre espiritualidad organizacional y burnout
DOI:
https://doi.org/10.19094/contextus.2023.82314Palabras clave:
espiritualidad organizacional, Síndrome de Burnout, resiliencia, organizaciones, centro de llamadasResumen
Este estudio tuvo como objetivo analizar el papel moderador de la Resiliencia (R) en la relación entre la Espiritualidad Organizacional (OS) y el Síndrome de Burnout (SBO) en operadores de call center. La metodología cuantitativa del tipo investigación abarcó una muestra de 512 profesionales y los datos fueron recolectados y analizados mediante el Modelado de Ecuaciones Estructurales. Los resultados mostraron una relación negativa entre OS y BOS. También se demostró que la percepción de perseverancia y autoconfianza (dimensiones de la resiliencia) moderaron significativamente la asociación entre los dos constructos, reduciendo sus efectos. El presente estudio trae aportes a la ciencia al mejorar la herramienta de medición del Burnout, incluyendo la dimensión Optimismo en la escala validada, además de reforzar el rol moderador de la resiliencia.
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