INFLUENCE OF WORKPLACE ENVIRONMENT ON EMPLOYEE BURNOUT IN KLANG VALLEY CALL CENTERS: MODERATING EFFECT OF ORGANIZATIONAL SUPPORT
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Universiti Malaysia Sarawak (UNIMAS)
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In this paper, I examined how environmental conditions at work affect employee burnout among call center workers in Klang Valley, and I examined the moderating process of the impact of organizational support. The study targeted the number of job demands, resources, and the Job Demands Resource (JD-R) model, and it took a quantitative approach making use of a systematic online questionnaire. The collection of data was carried out among 317 respondents in various call-centers in the period between the middle of April and the beginning of June of 2025. The main three workplace environment factors addressed were job demands, work-life and physical work environment. The outcome of the multiple regression analysis demonstrated that all the three factors made significant impacts, the work-life balance being the most prominent one in its prediction. Organizational support was used as a moderator and although it was able to protect against the impacts of work-life balance and physical environment on burnout, it failed to effectively moderate the association between job demands and burnout. The results certify the applicability of JD-R model in high-stress service settings and they have both theoretical and practical contributions. In theory, the research brings out the fact that not all job resources are effective in different levels of demand situations. In practice, it gives evidence-based suggestions towards enhancing employees well-being, retention and organizational performance within Malaysian call center sector. The study also fills an important knowledge gap in localized burnout research, which correlates with the Sustainable Development Goal (SDG) 8, which is promoting decent work and economic growth.