The Relationship between Psychosocial Safety Climate, Work Fatigue, and Turnover Intention among Call Center Workers: A Cross-Sectional Study in Indonesia’s Telecommunications Service Sector
DOI:
https://doi.org/10.69855/k3.v1i2.857Keywords:
Psychosocial Safety Climate, Work Fatigue, Turnover Intention, Call Center, Psychosocial Risk, Occupational Health, Indonesia, Literature ReviewAbstract
Background: Call-center work involves intensive customer interaction, electronic performance monitoring, time pressure, repetitive tasks, and shift schedules, creating substantial psychosocial demands. Psychosocial safety climate (PSC) reflects organizational commitment, priority, communication, and participation in psychological health and safety. Objective: This review synthesizes evidence on PSC, work fatigue, and turnover intention relevant to Indonesian call-center work, distinguishing direct Indonesian evidence from broader occupational-health research. Methods: A focused narrative review and conceptual synthesis were conducted using peer-reviewed studies, occupational-health guidance, and Indonesian regulatory sources cited in the manuscript. No new primary data were generated. Results: Indonesian studies indicate substantial psychosocial burden. Ismar et al. (2011) reported medium-to-high stress among 87.7% of 73 workers, while Tarigan et al. (2023) found very high mental workload in 71.4% and high job stress in 76.6% of 63 workers, with no significant correlation (p = .563). Handayani et al. (2018) identified role conflict, inflexible hours, static posture, slow computers, and angry customers as key stressors. Broader evidence supports PSC as an upstream factor related to fatigue, exhaustion, and turnover intention. Conclusion: Psychosocial climate, job demands/resources, fatigue, and withdrawal intentions appear interconnected, but direct evidence jointly testing PSC, chronic fatigue, and turnover intention among Indonesian call-center workers remains limited; therefore, causal claims are not warranted.
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