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The purpose of this paper is to analyze the moderating role of affective commitment in the relationship between work-personal life conflict (WPLC) and burnout in the contact center environment.

Data were obtained through the participation of a sample of Portuguese employees (n=2,055) of a large company in the contact center sector. Data were analyzed using the Process tool.

The results support the existence of a positive relationship between both dimensions of WPLC (i.e. time and strain) and burnout (i.e. exhaustion and cynicism). Moreover, the study confirms that the affective commitment moderates the relationship between both dimensions of WPLC and cynicism, buffering these relationships.

The cross-sectional design and the reliance on self-report measures are the main limitations of this study, although no causality was claimed and method biases were controlled.

Contact center managers should develop human resources practices that aid employees to conciliate work and life. Furthermore, these work-life balance practices should be used together with high involvement human resources practices that promote employees’ affective commitment.

This study provides evidence for the need to reconceptualize the traditional work-family conflict, stressing the importance of considering the interference between domains of life, especially in sectors that tend to have young employees.

To analyze the relationship between technology-assisted supplemental work (TASW) and well-being in the workplace – burnout and engagement. Furthermore, this study aims to test the relationship between TASW and burnout, mediated by work-to-family conflict (WFC) and the relationship between TASW and engagement mediated by work-to-family enrichment (WFE).

The data was collected from a service company operating in Portugal. A total of 338 responses from a services company in Portugal were analyzed. Two statistical programs were used for the data analysis: IBM statistical package for the social sciences (SPSS 25.0) and SPSS analysis of moment structures (AMOS 25.0).

The results highlight the positive relationship between TASW and engagement and the relationship between TASW and burnout, which only exists when WFC is present. Moreover, the relationship between TASW and engagement is stronger through WFE.

Using the conservation of resources theory as a framework, the results contribute to the literature by shedding further light upon the positive effects of TASW on employees’ well-being and the work and family relationship.

The purpose of this paper is to compare part-time and full-time employees, analyzing the relationship between job characteristics and workplace well-being (i.e. burnout and engagement) and the mediating role of the work-to-life conflict with a sample of 736 employees from 14 Portuguese call center companies.

The hypotheses were tested with multiple group analysis on two samples: part-time and full-time employees.

The results confirm that in both the part-time and full-time subsamples employees’ perceptions of job characteristics are related to their well-being, and the work-to-life conflict partially mediates this relationship. Moreover, the study confirms that the relationship between employees’ perceptions of job demands and the work-to-life conflict and between the work-to-life conflict and workplace well-being were stronger for full-time than for part-time employees.

The co-relational and cross-sectional design should be regarded as limitations. Moreover, each variable was only assessed with self-reported measures, and the sample comprised call center employees from only one country (Portugal), which may constrain the generalization of these results.

Part-time work is a good solution in order to prevent the work-to-life conflict. Furthermore, a reduced workload and time pressure, enhanced decision latitude and supervisory support appear to be crucial work characteristics for employees juggling their work with other roles and in the promotion of well-being at work.

This research study provides evidence that the traditional vision of the work-family conflict requires a broader conceptualization by considering the interference between life roles, particularly in the case of full-time young employees.