Predictors of employee burnout among frontline bank staff in South Africa: a multi-theoretical approach

Abstract

Purpose – This study examines the antecedents of burnout among frontline employees in South Africa's banking sector, focusing on job demands, workload-life balance, work environment, and areas of work-life in the context of high-stress occupational environments. Design/methodology/approach – A quantitative research design was employed, with data collected from 81 employees of a leading South African bank. The study utilized validated instruments to measure burnout and its predictors. Reliability testing, correlation, and regression analyses were conducted to assess relationships between variables and identify significant predictors. Findings – Job demands, workload-life balance, and areas of work-life significantly predict burnout, with job demands and workload-life imbalance emerging as the strongest predictors. The work environment exhibited no measurable impact on burnout. The internal consistency of scales was confirmed, and the model explained a significant proportion of burnout variance. Research limitations/implications – The study focuses on a single South African bank, which may limit generalizability. Future research should expand to other banks and sectors to validate findings and explore additional factors influencing burnout. Practical implications – Organizations can mitigate burnout by managing workloads, implementing employee assistance programs (EAPs), offering flexible work policies, and addressing work-life balance issues. These interventions can improve employee well-being and enhance performance in the banking sector. Originality/value – This study contributes to the limited research on burnout in emerging markets, particularly in the South African banking sector. It provides actionable insights for addressing burnout among frontline employees, emphasizing the importance of balancing job demands and resources.