Exploring the sub-dimensions of burnout: Factor analysis study of the MBI measurement scale

Abstract

The aim of this article is to explore the sub-dimensions of burnout among teleoperators, using an exploratory factor analysis of the measurement scale used to assess this phenomenon. Burnout is a significant psychological health problem affecting many professions, particularly those involving helping or assisting relationships. In order to better understand and prevent burnout among this category of workers, it is important to choose the definition and measurement tool best suited to their professional reality. Thus, for this exploratory study, we chose the three-dimensional model of MAslach and Jackson (1981), considering burnout as a syndrome of emotional exhaustion, depersonalization and lack of personal accomplishment. The MBI scale, the most widely used instrument for assessing burnout, was used to collect data. The Allen and Meyer scale measuring organizational involvement was also integrated into our questionnaire in order to establish the validity of the burnout scale in our context. Our sample consisted of 528 Webhelp Agadir teleoperators. The originality of this work consists in testing the reliability and validity of the Maslach Burnout Inventory in a specific professional context. The results of our exploratory factor analysis enabled us to study in depth the three aspects of Maslach and Jackson's model with our sample. The reliability and validity of the measurement scale in this professional environment were proven by confirmatory analysis. However, factorial analysis identified new sub-dimensions of burnout. These were relational fulfillment and personal fulfillment. These findings suggest that burnout is a concept whose dimensions may vary depending on the profession. As a result, further research is needed in a wide range of professional sectors to better manage this phenomenon.

Keywords: burnout, teleoperators, exploratory factor analysis, organizational commitment

JEL Classification: J24

Paper type: Empirical research