Emotional exhaustion and job performance: the mediating role of motivation

The literature concerning the relationship between emotional exhaustion and performance led researchers to raise questions about the extent to which the variables are related. In 2 time-lagged samples, the authors found that motivation mediates the emotional exhaustion-job performance relationship. Moreover, the authors found that participants appear to target their investment of resources in response to emotional exhaustion to develop social support through social exchange; specifically, emotional exhaustion was associated with communion striving resources that were manifest in the form of organizational citizenship behaviors targeted at individuals. Implications of this relationship for theories of burnout and for management practice are discussed.     

Dispositional resistance to change and emotional exhaustion: moderating effects at the work-unit level

Organizational change, although essential for business success, may negatively impact employees’ well-being. Based on person–environment fit theory, the authors investigate employees’ dispositional resistance to change as it impacts emotional exhaustion. Furthermore, the authors examine boundary conditions that may affect dispositional resistance to change and its influence on emotional exhaustion. They take a trait activation approach and test the moderating roles of two work-unit-level internal contextual factors: perceived organizational support and informational team climate. Using a longitudinal research design of 709 participants in 30 work units, multilevel analyses reveal that dispositional resistance to change (time 1) is positively related to emotional exhaustion (time 2). Moreover, a lack of perceived organizational support and a high informational team climate strengthen these effects. The authors conclude that organizations should offer coaching and training programmes to cope with organizational change for employees who are highly change resistant. Furthermore, personal and organizational development strategies should consider the insights gained from the study regarding internal contextual factors that moderate change management processes.     

Relationships among burnout, job involvement, and organizational citizenship behavior

R. Cropanzano, D. E. Rupp, and Z. S. Byrne (2003) found that emotional exhaustion (i.e., 1 dimension of burnout) negatively affects organizational citizenship behavior (OCB). The authors extended this research by investigating relationships among 3 dimensions of burnout (emotional exhaustion, depersonalization, and diminished personal accomplishment) and OCB. They also affirmed the mediating effect of job involvement on these relationships. Data were collected from 296 paired samples of service employees and their supervisors from 12 hotels and restaurants in Taiwan. Findings demonstrated that emotional exhaustion and diminished personal accomplishment were related negatively to OCB, whereas depersonalization had no independent effect on OCB. Job involvement mediated the relationships among emotional exhaustion, diminished personal accomplishment, and OCB.     

Fluctuating emotions: relating emotional variability and job satisfaction

This study focuses on the relation between emotional variability and job satisfaction and examines emotional exhaustion as a potential explanation for why variability may result in lower satisfaction. In addition, this study examines organizational identification as a potential moderator of the relation between emotional exhaustion and job satisfaction. A total of 244 nonacademic staff in two universities in Ecuador responded to the surveys. The results demonstrated that emotional exhaustion mediated the relation between emotional variability and job satisfaction and that organizational identification weakened the negative relation between emotional exhaustion and job satisfaction. This research is among the first to investigate emotional variability in organizations and examine the role of organizational identification in buffering the negative effect of emotional variability.     

Social Exchange at Work and Emotional Exhaustion: The Role of Personality1

Unbalanced social‐exchange processes at work have been linked to emotional exhaustion. In addition to organizational factors, individual differences are important determinants of reciprocity perceptions. This study explored whether broad and narrow personality traits were associated with perceived lack of reciprocity (organizational and interpersonal levels), and whether personality moderated the relationship between reciprocity and emotional exhaustion, in a sample of 322 civil servants. Extraversion, agreeableness, emotional stability, internal locus of control, and Type A behavior predicted reciprocity. The relationship between perceived lack of reciprocity with the organization and emotional exhaustion was stronger for individuals reporting lower negative affect or higher extraversion. These findings highlight the importance of personality for understanding perceived reciprocity at work and its impact on emotional exhaustion.     

Evidence-based practice implementation and staff emotional exhaustion in children's services

Understanding the implementation of evidence-based practice (EBP) in community service settings is critical for the successful translation of research to practice. However, we have limited research evidence about the impact of EBP implementation on the mental health and social service workforce. In a previous study we demonstrated reduced staff turnover where an EBP was implemented with fidelity monitoring in the form of supportive ongoing supervision and consultation. Other research has shown that staff burnout and emotional exhaustion in particular is associated with poor quality of care and increased staff turnover intentions and turnover. Current research, however, has focused less on the effects that EBP implementation may have on staff emotional exhaustion. The present study investigates the association of EBP implementation and fidelity monitoring with staff emotional exhaustion in a statewide EBP implementation study. The 21 case-management teams in this study were randomized in a 2 (EBP vs. services as usual [SAU]) by 2 (monitoring vs. no monitoring) design. The EBP in this study was SafeCare^®, a home-based intervention that aims to reduce child neglect in at-risk families. SafeCare was developed from a behavior analysis approach and is based in cognitive behavioral principles. In keeping with our previous research, we hypothesized that providers implementing SafeCare with monitoring would have the lowest levels of emotional exhaustion and those receiving additional monitoring not in the context of EBP implementation would have higher emotional exhaustion relative to the other groups. Results supported our hypotheses in that we found lower emotional exhaustion for staff implementing the EBP but higher emotional exhaustion for staff receiving only fidelity monitoring and providing SAU. Together, these results suggest a potential staff and organizational benefit to EBP implementation and we discuss implications of the findings relative to EBPs and to fidelity monitoring.     

Affectivity,Emotional Labor,Emotional Exhaustion,and Emotional Intelligence in Coaching

This study investigated the relationship among affectivity, emotional labor strategies, and emotional exhaustion, and the moderating effect of emotional intelligence in that relationship. There were 430 NCAA Division I coaches who completed questionnaires measuring affectivity, the forms of emotional labor, emotional exhaustion, and emotional intelligence, which were modified to fit the coaching context. The result indicated that positive affectivity predicted 3 forms of emotional labor. In addition, coaches’ surface acting and genuine expression significantly predicted their emotional exhaustion. Furthermore, emotional intelligence moderated the relationship between surface acting and emotional exhaustion. These results reveal the important role of emotional labor on coaches’ well-being.     

Psychological Contract Breach as a Source of Strain for Employees

The present study investigated the role of psychological contract breach in employees' experience of emotional exhaustion and job dissatisfaction. Employees (N = 161) from a large financial corporation completed questionnaires assessing work-related attitudes and behaviors. Fulfillment of organizational obligations predicted both emotional exhaustion and job satisfaction, and job demands predicted only emotional exhaustion. Supervisory support and control did not predict emotional exhaustion or job satisfaction when controlling for fulfillment of organizational obligations and job demands. The results suggest that psychological contract breach contributes to employee experience of job strain.     

The big five,emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor

Emotional labor has been widely studied because of its association with emotional exhaustion. Individual differences in emotional labor however, have attracted less research attention. This study examined the mediating role of emotional labor in the relationship between the big five, emotional exhaustion and organizational citizenship behaviors. Using structural equation modeling it was found that emotionally unstable individuals tended to surface act and this was associated with increased emotional exhaustion. In contrast, agreeable and extraverted individuals engaged in more deep acting and this had a positive association with self-reported citizenship behaviors. The implications of the results for future research and practice are discussed.     

When does commitment backfire: Linking employee continuance commitment to silence behavior

IntroductionExtant studies on organizational commitment emphasize affective organizational commitment and consequently ignore the unique role of continuance organizational commitment. To determine whether high continuance commitment is beneficial, we employed conservation of resources theory to explore how continuance commitment leads to emotional exhaustion and silent behavior.ObjectiveThis study examines the mediating effect of emotional exhaustion on the relationship between continuance commitment and silence behavior, and the moderating role of age.MethodWe recruited 157 employees in China to complete a three-wave survey measuring continuance commitment, emotional exhaustion and silence behavior, respectively.ResultsOur results show that continuance commitment is positively related to emotional exhaustion and, in turn, triggers more silent behavior, especially for those old employees; the indirect effect is more significant.ConclusionAlthough employers intend to keep human resources, this study indicates that continuance commitment may bring negative consequences. Moreover, old age will magnify the effect of continuance commitment on emotional exhaustion and further strengthen silence behavior.     

Psychosocial safety climate as a precursor to conducive work environments,psychological health problems,and employee engagement

We constructed a model of workplace psychosocial safety climate (PSC) to explain the origins of job demands and resources, worker psychological health, and employee engagement. PSC refers to policies, practices, and procedures for the protection of worker psychological health and safety. Using the job demands–resources framework, we hypothesized that PSC as an upstream organizational resource influenced largely by senior management, would precede the work context (i.e., job demands and resources) and would in turn predict psychological health and work engagement via mediation and moderation pathways. We operationalized PSC at the school level and tested meso‐mediational models using two‐level (longitudinal) hierarchical linear modelling in a sample of Australian education workers (N = 209–288). Data were repeated measures separated by 12 months, nested within 18 schools. PSC predicted change in individual psychological health problems (psychological distress, emotional exhaustion) through its relationship with individual job demands (work pressure and emotional demands). PSC moderated the relationship between emotional demands and emotional exhaustion. PSC predicted change in employee engagement, through its relationship with skill discretion. The results show that the PSC construct is a key upstream component of work stress theory and a logical intervention site for work stress intervention.     

The role of self-efficacy in performing emotion work

This study used a sample of 154 cabin attendants to examine the role of self-efficacy in the performance of emotion work. On the basis of the literature, we hypothesized that self-efficacy would have a moderating influence on the relationship between emotional job demands (i.e., feeling rules and emotionally charged interactions with passengers) and emotional dissonance, and on the relationship between emotional dissonance and well-being (emotional exhaustion and work engagement). In addition, we predicted that emotional dissonance mediates the relationship between emotional job demands and well-being. The results of a series of hierarchical multiple regression analyses generally supported these hypotheses. Results confirmed that emotionally charged interactions with passengers are related to emotional exhaustion and engagement through their influence on emotional dissonance. Furthermore, self-efficacy buffers the relationship between emotional job demands and emotional dissonance, and the relationship between emotional dissonance and work engagement (but not exhaustion).     

Exploring the black box of the contingent reward leadership–performance relationship: The role of perceived justice and emotional exhaustion

Using data collected from three different sources (N = 294), we examined a model in which perceived organizational justice (distributive, procedural, and interactional) and emotional exhaustion mediate the relationship between contingent reward leadership (CRL) and two performance indicators, namely organizational citizenship behaviours (OCB) and absenteeism. We found that procedural justice mediates the negative relationship between CRL and emotional exhaustion while controlling for work overload and transformational leadership. We also found that emotional exhaustion plays a mediating role in the relationship between two dimensions of justice (procedural and interactional) and both OCB and absenteeism. Interactional justice and distributive justice were also directly linked to OCB. Implications of these findings for research on leadership, psychological health, and organizational justice are discussed.     

Does equity sensitivity moderate the relationship between effort–reward imbalance and burnout

The model of effort–reward imbalance (ERI) received considerable research attention in the job stress literature. However, very scarce research investigated individual differences as moderators between ERI and stress. The present study is aimed at examining the combined effects of ERI, overcommitment (OVC), and the interaction between ERI and overcommitment on burnout (i.e., emotional exhaustion, cynicism, and inefficacy) and the moderating role of equity sensitivity. A questionnaire measuring ERI, burnout, and equity sensitivity was administered to 159 employees. Regression analyses were conducted to test the proposed relations and moderating hypotheses. ERI was negatively related to inefficacy and overcommitment was positively related to emotional exhaustion and cynicism. In addition, equity sensitivity was found to moderate the effect of overcommitment on emotional exhaustion and inefficacy. The findings emphasize the detrimental effect overcommitment may have on employee's mental health and suggest that the ERI model components may be closely related to perceptions of organizational justice.     

职业压力、教学效能感与中小学教师职业倦怠的关系

以199名中小学教师为被试,采用典型相关研究的方法考察了职业压力、教学效能感与教师职业倦怠的关系。结果表明:(1)职业压力将导致中小学教师出现情绪衰竭和人格解体症状,职业压力越大,则职业倦怠的程度就越严重;(2)教师的教学效能感越低,则其情绪衰竭和人格解体的程度也将越严重;(3)教学效能感在职业压力与职业倦怠之间可能具有调节作用,高教学效能感可以改变职业压力的作用,减少"情绪衰竭"和"人格解体"的程度。     

Job demands,work‐family conflict,and emotional exhaustion in police officers: A longitudinal test of competing theories

We propose and test a comprehensive theory designed to explain seemingly contradictory relations between job demands, emotional exhaustion, and work‐family conflict (WFC) reported in the literature. Using job demands‐resources theory, effort‐recovery theory, and personal resources theory we hypothesized that job demands would spillover to emotional exhaustion as mediated by WFC (causality model), and alternatively that job demands would also spillover to WFC as mediated by emotional exhaustion (reverse causal model). Further, we also hypothesized using loss spiral theory that a more comprehensive model representing reciprocal and cross‐linked effects (causal and reverse causal simultaneously) would best fit the data. The hypotheses were tested in a longitudinal study of 257 Australian (Victorian) frontline police officers at two time points approximately 12 months apart. We used structural equation modelling and found in support of the simultaneous reciprocal effects hypothesis, that the more comprehensive model fitted the data better than either the causality or the reverse causal model. Future research should more comprehensively model the important relationships between job demands, emotional exhaustion, and WFC to reflect their complex interplay. Interventions to reduce work demands arising from work pressure and emotional demands are indicated to prevent conflict at home and emotional exhaustion in police officers.     

Occupational demands,psychological burnout and anxiety among hospital personnel in norway

The present study reports the results of a questionnaire survey among 212 health care workers at a hospital in Northern Norway. Measures included burnout, trait anxiety, various job demands and supports, and work attitudes (job satisfaction and organizational commitment). Results provided support for Maslach's conceptualization of the burnout syndrome cross-culturally. Correlations among the three burnout subscales, as well as organizational correlates of burnout were generally consistent with earlier findings. The burnout scores of hospital workers were higher than North American norms, and some occupational differencs among subscales were found. A model of individual characteristics, job demands, burnout, and work attitudes was tested through a series of multiple regressions. Trait anxiety as well as job demands contributed to burnout. The influence of trait anxiety on work attitudes was mediated through emotional exhaustion. However, in addition to emotional exhaustion, both job demands and organizational supports had direct effects on work attitudes. Thus, burnout does not fully operate as a mediating variable between demands and attitudes such as commitment. The study also addressed the issue of individual differences in the burnout response and focused on the need to systematically investigate the relaive importance of situational versus personality variables in future burnout research.     

Relationships between emotional labor, job performance, and turnover

The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9 months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories.     

The Waiter Spit in My Soup! Antecedents of Customer-Directed Counterproductive Work Behavior

Although researchers have explored organizational and insider targets of counterproductive work behavior (CWB), no studies to date have examined customers as targets. The current study aimed to test a model of antecedents to CWB unique to service worker experiences, including customer stressors, emotional dissonance, and emotional exhaustion. We tested our model with 438 restaurant and bar employees. Results demonstrated that customer stressors were more strongly correlated with customer-directed CWB than with interpersonal or organizational CWB, and customer stressors had direct and indirect effects on customer-directed CWB through experiences of emotional dissonance and exhaustion.     

幼儿教师共情的负面效应：一个有调节的中介模型

为探讨共情负面效应的作用机制及条件,采用共情量表、Maslach职业倦怠问卷教育版、情绪劳动策略量表和领悟社会支持量表对253名幼儿教师进行调查。结果发现：(1)幼儿教师的情绪共情正向影响情绪枯竭,该影响作用可以通过情绪劳动这一中介实现;(2)幼儿教师的认知共情负向影响情绪枯竭;(3)社会支持调节了幼儿教师情绪劳动对情绪共情与情绪枯竭关系的中介过程的后半段路径。研究结果对幼儿教师心理健康有重要意义。