Analysis of the Effects of Job Burnout and Psychological Contract Breach on Turnover Intention with Perceived Organisational Support as a Moderating Variable (PT VADS Indonesia, Yogyakarta Branch)
Keywords:
Job Burnout, Psychological Contract Breach, Perceived Organisational Support, Turnover Intention, BPO Industry
Abstract
This study investigates the effects of job burnout and psychological contract breach (PCB) on turnover intention among contract employees (PKWT) at PT VADS Indonesia, Yogyakarta Branch, with perceived organisational support (POS) as a moderating variable. A quantitative explanatory approach was employed using survey data collected from 140 contract employees selected through simple random sampling. The data were analysed using SEM-PLS with SmartPLS 3.1. The findings indicate that job burnout has a positive and significant effect on turnover intention, suggesting that higher levels of work-related exhaustion increase employees’ intention to leave. Psychological contract breach also shows a positive and significant influence on turnover intention, reflecting the consequences of unmet implicit employment expectations. Furthermore, perceived organisational support moderates both relationships by weakening the positive effects of job burnout and psychological contract breach on turnover intention. These results highlight the strategic role of organisational support in mitigating adverse psychological conditions and enhancing employee retention within the Business Process Outsourcing (BPO) industry
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Ngo-Henha, P. E. (2017). A review of existing turnover intention theories. International Journal of Research in Social Sciences, 7(2), 186–195.
Robbins, S. P., & Judge, T. A. (2016). Organizational behavior (17th ed.). Pearson Education.
Robinson, S. L., & Rousseau, D. M. (1994). Violating the psychological contract: Not the exception but the norm. Journal of Organizational Behavior, 15(3), 245–259. https://doi.org/10.1002/job.4030150306
Rousseau, D. M. (1989). Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2), 121–139. https://doi.org/10.1007/BF01384942
Vuong, T. N., Nguyen, T. T., & Le, H. Q. (2025). Moderating role of organizational support between burnout and turnover intention: Evidence from the banking sector. Asia-Pacific Journal of Human Resources. https://urli.info/1iVcO
Zhang, W., Li, X., & Chen, Y. (2024). Workplace support effects on satisfaction and turnover intention. Frontiers in Psychology. https://urli.info/1iVdZ
Zhu, L., Zhang, H., & Li, P. (2023). The effect of work engagement and perceived organizational support on turnover intention among nurses: A meta-analysis. Frontiers in Public Health. https://shorturl.at/KeCwJ
Amir, S. (2022). Persepsi dukungan organisasi terhadap kinerja karyawan. Jurnal Manajemen dan Kewirausahaan, 14(1), 22–30.
Ariawan, I. S. (2023). Job stress and organizational commitment as predictors of turnover intention in Indonesia’s BPO sector. Journal of Human Resource Development.
Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: Taking stock and looking forward. Journal of Occupational Health Psychology, 22(3), 273–285. https://doi.org/10.1037/ocp0000056
Balogun, A. A. (2025). Psychological contract breach, abusive supervision, and turnover intentions in the healthcare sector. Journal of Health Management Africa.
Basariya, S., & Singh, P. (2019). Understanding employee turnover intentions: A conceptual review. Journal of Human Resource Management, 7(2), 45–54.
Blau, P. M. (1964). Exchange and power in social life. John Wiley & Sons.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Sage Publications.
Deliknews. (2024, February 15). Hadirkan teknologi AI untuk mengoptimalkan pengalaman pelanggan, VADS selenggarakan workshop eksklusif. https://l1nq.com/pVBZG
Eisenberger, R., Malone, G. P., & Presson, W. D. (2025). Organizational support and employee outcomes: A meta-analytic review. Human Resource Management Review. https://l1nq.com/le5fX
Eisenberger, R., Rhoades Shanock, L., & Wen, X. (2020). Perceived organizational support: Fostering positive employee–organization relationships. Journal of Organizational Behavior, 41(5), 523–538. https://doi.org/10.1002/job.2442
Felix, H. (2021). Hubungan perceived organizational support dengan komitmen afektif karyawan. Jurnal Psikologi Industri dan Organisasi, 10(1), 34–42.
Ferdinand, A. (2014). Metode penelitian manajemen. Badan Penerbit Universitas Diponegoro.
Fulaedzah, F. (2022). Burnout on contact center: A literature review. Indonesian Journal of Applied Business Research. https://shorturl.at/YrTX1
Ghozali, I. (2021). Aplikasi analisis multivariate dengan program IBM SPSS 26 (Edisi ke-10). Badan Penerbit Universitas Diponegoro.
Glints. (2024). Profil perusahaan VADS Indonesia cabang Yogyakarta. https://sl1nk.com/SYbuN
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2019). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Sage Publications.
Hao Lv, Z., Li, Y., & Wang, J. (2023). Investigating the impact of psychological contract violation on survivors’ turnover intention under downsizing context. Sustainability, 15(4), 3210. https://shorturl.at/5l95X
Harnoto. (2002). Manajemen sumber daya manusia. PT RajaGrafindo Persada.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513
VADS Indonesia. (2024). Tentang kami. https://sl1nk.com/Tx6Ow
Investor.id. (2024, March 10). VADS Indonesia ungkap tiga tren utama industri business process outsourcing. https://sl1nq.com/C9HKE
Johnston, R. L., & Smith, A. (2022). Employee experiences during COVID-19: Application of the JD-R framework. Human Resource Development Quarterly. https://shorturl.at/IwmPs
Kanu, G. C., Okeke, M., & Adewale, T. (2022). Psychological contract breach and turnover intentions: Role of organisational climate. SA Journal of Human Resource Management. https://shorturl.at/Z55r7
Kim, S. S., Lee, J., & Park, Y. (2024). Burnout and turnover intention among nurses: A multi-site study. Nursing Outlook. https://shorturl.at/lCHWw
Kusuma, D. (2024). Effect of perceived organizational support on burnout and turnover intention. Jurnal Manajemen dan Kewirausahaan Indonesia, 12(1), 45–58. https://shorturl.at/BSJk9
Lee, J. (2017). Burnout and emotional labor in service jobs. Springer.
Lichtenstein, R. A., Alexander, J. A., McCarthy, J. F., & Wells, R. (2004). Status differences in cross-functional teams: Effects on individual participation, job satisfaction, and intent to quit. Journal of Health and Social Behavior, 45(3), 322–335.
Lin, X., Chen, Z., & Liu, S. (2022). Psychological contract breach and relative deprivation: Consequences for withdrawal behaviors. Frontiers in Psychology, 13, 891234. https://doi.org/10.3389/fpsyg.2022.891234
Maslach, C., & Leiter, M. P. (2016). Understanding the burnout experience: Recent research and its implications for psychiatry. World Psychiatry, 15(2), 103–111. https://doi.org/10.1002/wps.20311
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52, 397–422. https://doi.org/10.1146/annurev.psych.52.1.397
Mensah, J. A., Adusei, M., & Osei, K. A. (2024). Psychological contract breach and employee commitment among outsourced workers. International Journal of Business and Management Studies. https://sl1nq.com/6LkMG
Mobley, W. H. (2011). Employee turnover: Causes, consequences, and control. Addison-Wesley.
Monica, H. (2025). The effect of toxic workplace environment and job burnout on turnover intention. Journal of Accounting and Financial Management. https://shorturl.at/aNyz1
Ngo-Henha, P. E. (2017). A review of existing turnover intention theories. International Journal of Research in Social Sciences, 7(2), 186–195.
Robbins, S. P., & Judge, T. A. (2016). Organizational behavior (17th ed.). Pearson Education.
Robinson, S. L., & Rousseau, D. M. (1994). Violating the psychological contract: Not the exception but the norm. Journal of Organizational Behavior, 15(3), 245–259. https://doi.org/10.1002/job.4030150306
Rousseau, D. M. (1989). Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2), 121–139. https://doi.org/10.1007/BF01384942
Vuong, T. N., Nguyen, T. T., & Le, H. Q. (2025). Moderating role of organizational support between burnout and turnover intention: Evidence from the banking sector. Asia-Pacific Journal of Human Resources. https://urli.info/1iVcO
Zhang, W., Li, X., & Chen, Y. (2024). Workplace support effects on satisfaction and turnover intention. Frontiers in Psychology. https://urli.info/1iVdZ
Zhu, L., Zhang, H., & Li, P. (2023). The effect of work engagement and perceived organizational support on turnover intention among nurses: A meta-analysis. Frontiers in Public Health. https://shorturl.at/KeCwJ
Published
2026-01-05
How to Cite
Lindiyani, C., Wahyuni, P., & Siswanti, Y. (2026). Analysis of the Effects of Job Burnout and Psychological Contract Breach on Turnover Intention with Perceived Organisational Support as a Moderating Variable (PT VADS Indonesia, Yogyakarta Branch). International Journal of Economics, Business and Innovation Research, 5(01), 573-592. https://doi.org/10.63922/ijebir.v5i01.2770
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