Burnout Levels in Telecommunications Service Companies
Journal
Lecture Notes in Networks and Systems
Information Technology and Systems
ISSN
2367-3370
2367-3389
Date Issued
2025
Author(s)
Vaneza Emérita Bayas Iza
Ximena Morales-Urrutia
Type
book-chapter
Abstract
Organizations must implement various strategic measures to safeguard employee well-being, such as ensuring equitable workloads, providing adequate support and resources, fostering empathy, enabling effective communication, maintaining work-life balance, promoting professional development, cultivating a healthy organizational culture, and managing occupational stress. These measures are pivotal in mitigating burnout, a phenomenon increasingly recognized as a critical occupational health issue. Burnout, characterized by emotional exhaustion, depersonalization, and reduced personal accomplishment, poses significant risks to both individual employees and organizational performance. This study investigates burnout levels in telecommunications service companies, using the Maslach Burnout Inventory to assess 105 employees across multiple branches of a telecommunications company in Ecuador. Data were processed and analyzed using SPSS software for descriptive characterization and correlational analysis of variables and dimensions. Findings indicate that depersonalization is the primary dimension affecting burnout in this sector, as employees often internalize customer-related issues, resulting in negative consequences for both the workforce and the organization.