Organizational justice and extrarole customer service: The mediating role of well-being at work

The purpose of this article is to propose and test a model of extrarole customer service (ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and informational) promotes well-being at work (low burnout and high engagement). Well-being at work, in turn, engenders more effective ERCS. Thus, well-being at work is considered a mediator of the relationships from organizational justice to ERCS. This fully mediated model was compared to an alternative fully direct model. The sample consisted of 317 contact employees who were working in the Spanish service sector. The results of structural equation modelling supported the importance of the mediating role of the positive side of well-being at work (engagement) in the relationship between organizational justice and ERCS. The article concludes with a discussion of the theoretical and managerial implications.     

Emotional job demands and burnout among oncology care providers

Abstract

Recent studies by Söderfeldt et al. (1996) and de Jonge et al. (1999) have demonstrated that Karasek's operationalization of job demands in his well-known Job Demands-Control (JD-C) Model (Karasek, 1979), i.e. quantitative demands, cannot capture the complexities of working with patients or clients in health care work. In the current study on burnout among 816 Dutch oncology care providers, the “traditional” JD-C Model was extended by including two types of emotional job demands. Moreover, “susceptibility to emotional contagion” was included as a potential moderator of the relationship between emotional job demands and burnout. Emotional job demands significantly contributed to the prediction of burnout, after controlling for quantitative job demands and job control. In addition, care providers' susceptibility to emotional contagion moderated the relationship between “confrontation with death and dying” and burnout. Care providers high in susceptibility to emotional contagion were more “vulnerable” to the stress associated with high emotional demands than their counterparts.     

Predicting Supervisor Ratings of Job Performance Using the NEO Personality Inventory

The resurging interest in identifying personality predictors of job performance has led researchers to use the five-factor model of personality as an important conceptual tool. Two recent meta-analyses illustrated the potential predictive power of the model within an employment context. In this study, we evaluated the relations between a well-validated self-report measure of the five-factor model and supervisor ratings of performance. Fifty-two women and 159 men completed the NEO Personality Inventory (Costa & McCrae, 1985) and were independently rated on various performance dimensions by their supervisors. Scores on the Conscientiousness scales correlated with all the performance ratings over this diverse number of occupational groups. Low Neuroticism and high Extraversion scores also predicted high performance. Low straightforwardness (a facet of agreeableness) was associated with ability to accomplish work-related goals and to adapt to changing work conditions. The results support the utility of the five-factor model as a predictor of job performance.     

Predictors of burnout and health status in Samaritans’ listening volunteers

Samaritan listening volunteers provide emotional support to people in distress or suicidal. Samaritans’ has high volunteer turnover, which may be due to burnout. This study evaluated the role of demographic and psychosocial factors in predicting Samaritans listening volunteers’ burnout and health status. Samaritans’ listening volunteers (n = 216) from seven branches across UK completed an online survey to assess their levels of burnout (emotional exhaustion, depersonalisation, personal accomplishment), subjective health status, coping, empathy and social support. Overall, listeners showed low levels of burnout and good health. Regression analysis revealed that higher emotional exhaustion was predicted by younger age and avoidant coping style; higher depersonalisation was predicted by lower empathy fantasy and higher avoidant coping style; lower personal accomplishment scores were predicted by higher empathy personal distress and worse health status was predicted by more hours per week spent on listening duties, lower social support and higher avoidant coping style. Overall, different factors influenced different facets of burnout. However, higher use of avoidant coping style consistently predicted higher burnout and worse health status, suggesting avoidant coping is an important target for intervention.     

核心自我评价和生活满意度对澳门中学生学业倦怠的影响

采用问卷调查法,以336名澳门中学生为被试,探讨澳门中学生的核心自我评价、生活满意度与学业倦怠的关系。结果发现,(1)澳门中学生的核心自我评价、生活满意度对学业倦怠有负向影响作用。(2)生活满意度在核心自我评价与学业倦怠间起调节作用:高生活满意度的个体,核心自我评价越高,学业倦怠程度越低;低生活满意度个体,无论核心自我评价的高低,学业倦怠程度都较高。     

Efficacy of an internet-based intervention for burnout: a randomized controlled trial in the German working population

Background and Objectives: Internet-based interventions are a viable treatment option for various mental problems. However, their effects on the burnout syndrome yielded mixed results. In this paper, we examine the efficacy of a structured and therapist-guided internet intervention, based on solution-focused and cognitive-behavioral therapy, for individuals with symptoms of burnout.

Design: Two-arm, Internet-based, randomized, wait-list controlled trial (RCT).

Methods: Participants were recruited through in-house events and online advertising. They were randomly assigned to the intervention or a wait-list. Group comparison was conducted three months after randomization. Outcomes were the burnout level according to the Maslach Burnout Inventory (MBI-GS) and the levels of depression, anxiety and stress according to the DASS-21.

Results: Thirty-nine participants were included in the trial; 36 (92.3%) took part at the 3-months-follow-up. Intention-to-treat analyses revealed significant group differences in favor of the intervention group in depression (d?=?0.66), cynicism (d?=?0.87) and personal accomplishment (d?=?0.75).

Conclusions: The intervention helped ameliorate symptoms of work-related stress and burnout. Although limited by a small sample size, the study suggests that the program provides effective support for affected individuals. However, further studies with bigger sample sizes should be conducted to examine the effects of such programs more precisely.     

Relationships at work and psychosocial risk: The feeling of belonging as indicator and mediator

Introduction/objectiveThis article highlights the links between, one the one hand, the feeling of belonging to the work group and, on the other hand, the tension and burnout experienced, amongst 444 employees in a hospital centre.MethodologyThe methodology is based on the use of 4 self-administered questionnaires (Karaseck's JCQ, Maslach's MBI, Quality of relationships with parties concerned and Feeling of belonging) and is based on correlations and multiple regressions.ResultsThe results highlight the fact that relationships perceived as generally relaxed with the different people concerned (care team, doctors, management and administrative staff), predicted Karaseck's three dimensions and those assessed by the Maslach Burnout Inventory (MBI). Similarly, the feeling of belonging predicted all these variables. Most of the time it played a mediating role between the perceived quality of relationships and the different measures of well-being at work. So, the feeling of belonging seems to be a variable of interest, which can play a key role in the prevention of suffering at work.     

Specific relationships between job demands, job resources and psychological outcomes and the mediating role of negative work-home interference

This study among 115 US and 260 Dutch nurses and nurse assistants tested a theoretically derived model of specific relationships between work characteristics and two theoretically distinct outcomes (i.e., emotional exhaustion and job satisfaction). Furthermore, the mediating role of negative work-home interference (NWI) in this context was examined. It was hypothesized that emotional exhaustion is related to job demands (i.e., psychological and emotional demands), and that job satisfaction is primarily associated with job resources (i.e., job control). Workplace social support was proposed to relate to both outcomes. In addition, we expected NWI to partially mediate the hypothesized relationships. Finally, we expected this pattern to be similar across the two samples. Structural equation modeling (LISREL) indicated (1) that our postulated model largely fitted to the data in both samples (same pattern), and (2) that NWI partially mediated the relationship between psychological job demands and emotional exhaustion in the Dutch sample. It can be concluded that the results supported our proposed pattern of specific relationships and, to a lesser extent, the partial mediating role of NWI. Practical implications and methodological limitations were discussed.     

Working memory and attention are still impaired after three years in patients with stress‐related exhaustion

Cognitive impairment is one of the most pronounced symptoms reported by patients with stress‐related mental health problems. Impairments related to executive function and to some extent speed and attention are therefore common in patients with stress‐related burnout/exhaustion. In this paper we present a follow‐up of cognitive performance in patients with stress‐related exhaustion several years after they initially sought medical care. Thirty patients and 27 healthy controls, mean age 49 years (SD 6.5) and 55 years (SD 6.7) respectively, were included, all of whom had undergone baseline measurements of neuropsychological functioning. The mean follow‐up time was three years. Half of the patients still reported mental health problems at follow‐up and over time no major changes in cognitive performance were noted. The patients still performed significantly poorer than controls with regard to cognitive functions, mainly related to speed, attention and memory function. Long‐lasting impairment of cognitive functions related to speed, attention and memory function noted in patients with stress‐related exhaustion should be acknowledged and taken into consideration during treatment and when discussing a return to work. Follow‐up periods longer than three years are needed to explore the persistence of the cognitive impairment.     

中小学教师工作家庭冲突与职业倦怠的关系:自我决定动机的中介作用

以348名中小学教师为被试, 运用《教师工作家庭冲突问卷》、《教师自我决定动机问卷》与《教师职业倦怠问卷》, 探讨了自我决定动机在中小学教师工作家庭冲突与职业倦怠关系中的中介作用。研究发现: (1) 中小学教师自我报告的工作干扰家庭水平高于家庭干扰工作水平;(2)家庭干扰工作、工作干扰家庭与自我决定动机、职业倦怠之间均存在显著的相关关系;(3)自我决定动机在中小学教师工作家庭冲突对职业倦怠的影响过程中所起的中介效应显著, 具体为在家庭干扰工作与职业倦怠的关系中起部分中介作用, 在工作干扰家庭与职业倦怠的关系中起完全中介作用。