Abstract
In the South African business process services (BPS)
industry, a number of variables impact employee’s wellbeing
[1]. This study examined the joint impact of work
engagement and burnout on ill-being and turnover
intention. A quantitative survey yielded a sample of n = 498
from 16 BPS organizations. Polynomial regression and
response surface analysis were utilized to analyze the data.
Work engagement and burnout can be experienced jointly
with ill-being increasing as engagement levels increase
toward burnout levels; inversely ill-being decreases when
work engagement levels increase as burnout levels
decrease. Lower levels of engagement congruent with lower
levels of burnout have no statistical significant effect on
turnover intention. The findings can be applied to improve
BPS human capital and management decisions. The BPS
industry leans itself strongly towards Innovation for Value
Creation and Beyond through the business benefits it yields
– the understanding of employee wellbeing is therefore
critical in explaining BPS architecture.