Burnout in Relation to Motivational Needs of Workers in Business Process Outsourcing Industry

Research seeks to determine the extent of depersonalization and personal accomplishment of Business Process Outsourcing industry workers with varying motivational needs. For the study Ray-Lynn AO Scale (Ray, 1974), Affiliative Tendency Scale (Mehrabian, 1976), and the Improved Directiveness Scale (Ray Lovejoy, 1988) were used to measure the need for achievement, need for affiliation, and need for power respectively. Maslach assess the level of burnout. Business Process Outsourcing (BPO) industry workers reported high level of depersonalization and medium levels of personal accomplishment. However, depersonalization and personal accomplishment varied with varying motivational needs. More importantly, both trends were found to be gender sensitive. Implications are drawn for the management of BPOs to assess the motivational needs of candidates during recruitment to prevent burnout.