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Although the relationship between emotion regulation and deleterious health outcomes is a robust finding in Western cultures, studies show that this effect is attenuated in non-Western cultures. This buffering effect is also present at the individual level of culture. The current study employed an experience sampling method to examine the mitigating effect of cultural values (i.e., individual-level collectivism) on the relationship between emotion regulation and employee strain (i.e., job satisfaction and anxiety). These relationships were modeled through the theoretical mechanisms of emotional dissonance and resource loss (operationalized as inauthenticity and emotional exhaustion, respectively). Results of a multilevel path analysis using 182 adults working in the service industry indicated that both inauthenticity and emotional exhaustion significantly mediated the relationship between emotion suppression and job satisfaction. Emotional exhaustion also mediated the relationship between emotion suppression and anxiety. Furthermore, individual-level collectivism moderated the relationship between suppression and inauthenticity such that when individuals suppress, those with high collectivism reported low levels of inauthenticity whereas those with low collectivism reported high inauthenticity. These results suggest that, while suppression can be toxic, cultural values can be protective. [ABSTRACT FROM AUTHOR]

Burnout is described as emotional and physical exhaustion, reduced accomplishment, together with an outlook of inadequacy and cynicism related to job stress. It has a harmful impact globally, especially in developing countries, such as South Africa. This study is a phenomenological collective case study focusing on burnout experience in a sample of female medical doctors working in a South African public hospital. Based on ongoing explorations of burnout themes, empirically based intervention strategies are needed to be developed and presented for the South African public health sector to prevent stress-related burnout. The findings support the trend in literature that burnout is an overwhelming experience for female medical doctors in South Africa. The study presents voices of female medical doctors, their concerns, the causes for burnout and their coping mechanisms. It provides a strong contribution to exploring and presenting women’s experiences in working in the medical field in South Africa from a positive psychology perspective. The findings indicate the struggles and the coping mechanisms of female medical doctors working in the field. [ABSTRACT FROM AUTHOR]

As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors' knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What's more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。 [ABSTRACT FROM AUTHOR]

A well‐established research area is service failure and recovery. Nevertheless, the considerable service failures generated by customers, or customer failures, surprisingly remain relatively underexplored. Specifically, customer failures have a detrimental effect on frontline service employee well‐being, which has not been investigated. We advance that a customer apology can alleviate this by customers taking the blame for their failures. We present three studies that investigate this phenomenon. In Study 1, applying the critical incident technique, we develop a taxonomy of customer failures and find evidence of their negative influence on (frontline) service employee well‐being, which can be offset by customer apologies and perceived supervisor support. In Studies 2 and 3, using a scenario‐based experiment, we triangulate the Study 1 results by testing the relationship between customer apology (Study 2) and its interacting relationship with perceived supervisor support (Study 3) on service employee well‐being following a customer failure. While customer apologies have a positive impact on well‐being, interestingly, when perceived supervisor support is lacking, this washes out the positive effect of a customer apology and similarly, perceived supervisor support nullifies the negative effect of the customer not apologizing for their failure. Theoretical and managerial implications are discussed. [ABSTRACT FROM AUTHOR]

Customer mistreatment is a daily experience of service employees, with a considerable accumulating adverse impact reflected in distress, reduced performance and withdrawal. This paper builds on research addressing the universality of customer aggression and the I3 model which is used to explain aggression, to describe how the combined impact of norms of perfectionism and intensified customer-employee power differentials engender prevalent customer aggression. It is suggested that constant violation of unrealistic expectations threatens customers' inflated sense of worth. Additionally, because service employees are prevented from both the 'fight' and the 'fight' reactions to customer aggression, social exchange in the service context does not involve any sanctions for customers. It is recommended that, similar to sexual harassment and organisational bullying, customer aggression should be addressed through legislation requiring organisations to protect their employees. [ABSTRACT FROM AUTHOR]

Surface acting (SA) is a heavy emotional and cognitive task practiced by nurses, which has negative consequences on their wellbeing. The shortage of nurses along with the occurrence of the COVID-19 pandemic has worsened the situation. Based on job demands-resources (JD-R) and conservation of resources theories, this study aims to investigate the adverse impact of practicing SA and buffering effect of a sense of community (SOC) on job stress (JS) and cognitive weariness (CW) among Iranian nurses confronting COVID-19. As this study is written within the scope of Frontiers' call for research on "Spirituality in the workplace," the findings suggest that the aforementioned factors are in significant positive relationships. Furthermore, the empirical evidence indicates that there is a significant indirect effect of SA on CW through JS. In addition, results reveal that there is a buffering effect of SOC on the SA and JS relationship, while there is no significant moderation effect regarding the JS and cognitive weariness association. The findings of this study provide theoretical and practical implications within the scope of spirituality in the workplace. [ABSTRACT FROM AUTHOR]

Purpose: The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective. Design/methodology/approach: This integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields. Findings: Sales representatives' emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers' negative behaviors (e.g. mistreatment). Practical implications: Emotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives. Originality/value: Research on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeska et al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers. [ABSTRACT FROM AUTHOR]

Copyright of Sosyal Bilimler Enstitüsü - Sosyal Bilimler Dergisi is the property of Karadeniz Technical University, Institute of Social Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This study investigated the different effects of employee burnout dimensions (depersonalisation and emotional exhaustion) on customer service perceptions. We hypothesised that customers who interact with depersonalising employees will feel angry and hostile, which, in turn, should be related to low service perceptions. Emotional exhaustion was hypothesised to attenuate this effect because customers might perceive exhaustion as a reason for the depersonalising behaviour and may be affected less negatively. Each of the 156 study participants read 12 vignettes in which university employees displayed depersonalisation and emotional exhaustion symptoms. Multilevel analysis showed that employee depersonalisation negatively affected customer perceptions towards employee service and organisation service. Customer anger and hostility mediated this effect. Employee emotional exhaustion moderated the indirect effect such that depersonalisation had the strongest effect on customer service perceptions via anger and hostility when the employee did not display emotional exhaustion. Findings highlight the importance of studying the effects of depersonalisation and emotional exhaustion separately, and taking into account customer affective processes. [ABSTRACT FROM AUTHOR]

Stress has become an inherent aspect of the nursing profession. Chronically experienced work stress can lead to burnout. Although situational stressors show a significant influence on burnout, their power to predict the complete syndrome is rather limited. After all, stressors only exist "in the eye of the beholder". This study aimed to explore how individual vulnerability factors such as core-self evaluations and coping, contribute to burnout in relation to situational stressors within a population of hospital nurses. Cross-sectional data was collected in 2014, using five validated self-report instruments: Dutch Core Self Evaluations Scale, Nursing Work Index Revised, Utrecht Coping List, Ruminative Response Scale, and Utrecht Burnout Scale. 219 of the 250 questionnaires were returned. Core-self evaluations, situational factors and coping each contributed significantly to the predictive capacity of the models of the separate burnout dimensions. Core-self evaluations was significantly related to emotional exhaustion. It was suggested that Core-self evaluations might be placed at the initiation of the loss cycle. However, further research is warranted. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Advanced Nursing (John Wiley & Sons, Inc.) is the property of John Wiley & Sons, Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of Hospitality Marketing & Management is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Objective:To evaluate the effect of despotic leadership and occupational stress on job satisfaction through burnout among public hospital nurses in Pakistan. Participants and Methods: 265 nurses were surveyed through a self-administered questionnaire in 24 district public hospitals in Sindh. Where participants were randomly selected from stratified hospitals as per number of beds available in each hospital. Results: Based on COR theory the concepts of despotic leadership and occupational stress, directly and indirectly relations, on job satisfaction among nurses through burnout mediation were hypothesised. The relevant hypothesized relations were in line with COR theory assumptions and fulfils identified gaps in literature. Conclusion: This study provides sound implications for HR managers and stakeholders to ground their policies in line with the findings of this study. Such as arranging training programs for supervisors to develop leadership emotional skills. Likewise, practices must be devised for flexible work settings to enhance work rather stress among employees that results in burnout and job dissatisfaction. [ABSTRACT FROM AUTHOR]

Summary: This diary study examines the psychological processes that contribute to daily recovery from emotional labor by combining emotion regulation with work‐home resources theories. We hypothesized that overall perceptions of display rules relate positively to daily deep and surface acting. Daily surface acting was expected to relate positively to exhaustion and negatively to flow during work and consequently, to a higher need for recovery at the end of the workday. In contrast, daily deep acting was hypothesized to relate positively to flow and negatively to exhaustion and consequently, to a lower need for recovery at the end of the workday. In turn, need for recovery was expected to associate negatively to vigor at bedtime through reduced relaxation during leisure. Fifty Dutch and Polish employees first filled in a survey, and then a diary for five consecutive workdays, twice per day: at the end of the workday and before sleep. Multilevel path analyses largely supported these hypotheses suggesting that surface acting has unfavorable implications, whereas deep acting has favorable implications for daily well‐being at work and recovery after work. [ABSTRACT FROM AUTHOR]

With front line managers (FLMs) being critical in the delivery of human resource management (HRM) we would benefit from a better understanding of how and why these managers execute their human resources (HR) responsibilities in the way that they do. Without such knowledge we cannot fully identify the factors that contribute to the known gap between intended and implemented HRM and mediate the relationship between HRM and organizational performance. Yet FLMs have been largely overlooked in many studies of line management-HRM with very few employing a role-theoretic framework. To address this, interviews were conducted with FLMs in the retail industry to examine the relationship between their work role stressors and their implementation of HRM. FLMs were found to experience role overload, role conflict and role ambiguity, and in accordance with process role theory, engaged in role-making as a response. This resulted in FLMs deviating from intended HRM whereby role overload and conflict often brought about a renegotiation of the more intangible or costly HR policies, whereas role ambiguity undermined their ability to consistently and confidently implement HRM. The paper concludes by arguing that FLMs and their experiences of role stress are critical to our understanding of the gap between intended and implemented HRM. [ABSTRACT FROM PUBLISHER]

Purpose: The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach: Seven scholars provide short reviews of the core topics and findings from four employee-related research streams – collective turnover, service climate, emotional labor, and occupational stress; and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams and provide future directions for accelerating employee-related research in service management. Findings: All four research-streams yield insights that have the potential to advance service management research. Commentaries from the distinguished scholars further integrate this work with key concerns within service management including technology-enablement, transformative services, and service strategy. Originality/value: This paper is unique in its scope of coverage of management topics related to service and its aim to promote interdisciplinary dialog between service management scholars and researchers conducting employee-related research relevant to services. [ABSTRACT FROM AUTHOR]

Purpose This study aims to explain the effects of affective commitment as a mediator between task-level job demands (quantitative workload, qualitative workload, feedback and role conflict) and emotional exhaustion among service mangers.Design/methodology/approach Sub-scales of task-level demand and work group-level resources have been selected from job demands and resources indigenous scale. While emotional exhaustion was measured with the subscale of Maslach burnout inventory. For this purpose, data were obtained from 239 respondents to check the relationship between variables. Amos 21 was used to analyze the model fit among variables.Findings The results of the study show that there is a significant positive relationship between high task-level demands and emotional exhaustion. The results also signify that affective commitment partially mediates the relationship.Research limitations/implications The present study is cross-sectional in design, whereas longitudinal studies would be effective to explain causality relationship. Term of service managers is also not well defined. Data were collected as per the convenient sampling technique.Originality/value The research is based on PhD thesis by the author. [ABSTRACT FROM AUTHOR]

This study aims to explore the relationship between future expectations of Turkish hotel employees and employee burnout. A survey with 260 hotel employees across Turkey measured whether employees expected their current levels of stress to increase or decrease in future. Those employees who showed signs of burnout syndrome were the ones who expected their current levels of stress to increase in future. The demographic factors such as age and education also related to stress and satisfaction levels of the employees. The findings point out that hotel employees tend to be more satisfied with their jobs at the beginning of their careers, in spite of the higher levels of perceived stress. The study has significant implications for human resource management activities and organizational climate. [ABSTRACT FROM AUTHOR]

Purpose -- The purpose of this paper is to investigate the combined effects of customer aggression, job stress, and emotional intelligence (EI) on job satisfaction and organizational turnover among managers from a developing country, i.e. Pakistan. Design/methodology/approach -- Data are collected from 230 respondents working as bank managers in Pakistan by means of a cross-sectional survey. The collected data are analyzed by employing a structural equation modeling (SEM) technique. Findings -- The employees perceive that job stress positively influences emotional exhaustion among employees. Furthermore, EI negatively influences job exhaustion to minimize the potential to lead it through to organizational turnover. Originality/value -- The combined effects of customer- and organization-related elements have been scarcely investigated -- the heart and soul of contribution regarding this research. The moderation of EI to lessen the emotional exhaustion is a significant contribution to this study. Finally, the context of Pakistan's banking sector is also unique to this study. [ABSTRACT FROM AUTHOR]

Job burnout is prevalent in child welfare with turnover rates estimated between 20% and 40% nationwide. Although effective leadership has been shown to facilitate positive job attitudes and low job burnout in many industries, including healthcare organizations, limited research exists examining whether transformational leadership affects job burnout and job attitudes among child protective services (CPS) case managers. Moreover, no research exists examining whether job burnout mediates the relationships between transformational leadership and job attitudes. This study was designed to examine the relationships between transformational leadership, job burnout, and job attitudes among CPS case managers and whether job burnout mediates those relationships. Bass's theory of transformational leadership and Maslach's theory of job burnout provided the theoretical frameworks for this study. In this nonexperimental study, 197 CPS case managers (83% women) participated by completing an online survey. Results indicated that transformational leadership and job burnout correlated with each other and with job attitudes as hypothesized, and job burnout partially mediated the relationships between transformational leadership and the criterion variables. Our findings suggest that child welfare organizations should hire and/or train transformational leaders to reduce job burnout and increase job attitudes among CPS case managers. Directions for future research are discussed. [ABSTRACT FROM PUBLISHER]

Purpose – The purpose of this paper is to explore to what extent job, organizational, and personal characteristics independently contribute to the prediction of workplace victimization of local government employees in the Netherlands. The existence of interactions between personal and context (job and organizational) characteristics is also explored. Design/methodology/approach – Structured survey data measured the frequency of victimization involving three types of incidents: verbal aggression; threats; and physical violence. Associations with job and personal factors and interaction effects were studied using bivariate and multivariate analyses. Findings – Contact frequency, perceived work stress, and type of job held by local government employees are the strongest correlates of workplace aggression. Self-efficacy in employees’ conflict management skills shows an unexpected positive association with the level of experienced aggression, especially in organizations that have low levels of prevention measures. Research limitations/implications – Because of the cross-sectional design of the study, no definite causal conclusions can be drawn. Common-method bias in the measurements may have led to systematic bias. Originality/value – This study presents an integrated model of correlates of public-initiated workplace aggression toward a population that is understudied: namely, local government employees. It also provides first insights into how job, organizational, and personal correlates of workplace victimization interact in this population. [ABSTRACT FROM AUTHOR]

Purpose – The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online review stress, or NOR_Stress (occupational stress due to being targeted by negative online reviews), and present strategies for researching and managing the impact of negative online reviews. Design/methodology/approach – This conceptual paper sets forth a framework, based on the stress, services and hospitality literature, within which negative online reviews, NOR_Stress, and their impact on individuals and businesses can be understood. Aspects of the framework are illustrated by application of online archival material. Findings – The paper demonstrates how negative online reviews can have adverse and diverse effects on restaurant industry employees and businesses. Research limitations/implications – The paper sets out a research agenda relating to negative online reviews and NOR_Stress causes, consequences and countermeasures. Multiple research questions are posed, to be investigated through a combination of qualitative, survey and experimental methods. Practical implications – Four types of countermeasures are presented: preventative, protective, positive and palliative. Social implications – Negative online reviews can exact a hefty toll, potentially resulting not only in reduced customer patronage and company profitability but also in human and social consequences in the form of adverse stress reactions, loss of face and damaged personal and professional relationships. Originality/value – Negative online reviews have proliferated over the past decade and will continue to grow. This paper is the first to critically examine the human and business impacts of this growing threat to the hospitality industry. [ABSTRACT FROM AUTHOR]

Burnout syndrome is a response to prolonged occupational stress. Workload is one of the organizational risk factors of burnout. With regards to the topic, there are no data on administrative employees' burnout and workload in Iran. This study seeks to determine the levels of job burnout and their relationships with workload among administrative members of staff. Two hundred and forty two administrative staff from Kermanshah University of Medical Sciences [Iran] volunteered to participate in this cross-sectional and descriptiveanalytical research. Various data were collected using the Maslach Burnout Inventory [MBI], NASA-Task Load Index and Demographic questionnaire. ANOVA and Pearson tests were performed using the SPSS version 16. An alpha level of 0.05 was accepted for all tests in this study. Burnout had 49.36 and 16.2 as mean and standard deviation, respectively. Total workload got an average of [76.07±16.32]. Result depicts that the job burnout has significant correlation with age, work experience, gender, and educational levels [P<0.05]. In addition, workload had important correlation with gender and educational levels [P<0.05]. Data shows a significant relation between workload and burnout syndrome [P<0.05]. Levels of the job burnout were acceptable but workload was high among administrative employees. This study indicated a significant correlation between workload and burnout syndrome. Therefore, having the lower level of workload is necessary in order to prevent or reduce of the job burnout and improve the employees' performance. [ABSTRACT FROM AUTHOR]

Incivility from sources outside the organization (e.g., customers, patients) is increasingly recognized as an important workplace stressor, having been linked to a variety of negative outcomes. It is therefore becoming more important to understand not only the negative effects of outsider incivility, but also potential buffers of these negative effects. As such, the current study sought to explore the impact of outsider incivility directed towards emergency workers (called “victim” incivility) and to identify and test potential positive psychological buffers of the relationship between victim incivility and burnout, physical symptoms and objective absenteeism. Specifically, utilizing a resource perspective, we sought to determine whether work engagement and empathy buffered these negative effects. Survey data from 208 firefighters at two time points showed that victim incivility predicted burnout, physical symptoms and absenteeism, and that both engagement and empathy ameliorated some negative outcomes of victim incivility, including burnout and physical symptoms. Theoretical and practical implications of the research are discussed and areas for future research are proposed. [ABSTRACT FROM AUTHOR]

Guest-contact employees are often exposed to stressful situations resulting from jay-customer behaviors. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employee job stress and job satisfaction. Surveys of 210 participants working as guest-contact employees in hospitality organizations were analyzed. The results show that customer incivility leads to decreased employee job satisfaction, which is fully mediated by increased job stress. The findings of this study suggest that hospitality managers should acknowledge the negative impact of jay-customer behaviors on employees and make efforts to minimize this effect through training, procedures, and supporting systems. [ABSTRACT FROM AUTHOR]

This study investigated employees' behavioural responses to incivility, a form of interpersonal mistreatment, across time. Having established substantial within-person differences in the way individuals responded to incidents, we examined how appraisals of severity and blame, the relative status of instigator, and target personality affected how a target responded on a given day. Perceived severity of the critical incident significantly predicted whether or not a target engaged in negative behaviour towards the instigator, negative behaviour towards others, support seeking, and forgiveness. Neither the hierarchical status of the instigator relative to the target, nor the target's attributions of blame for the specific incident predicted an individual's responses to that incident. Target neuroticism predicted three response categories: ignore/avoid the instigator, respond negatively to the instigator, and seek support. Neuroticism also significantly moderated the within-person relationship between the perceived severity of an uncivil event and two daily responses: ignore/avoid the instigator and forgive the instigator. The results are discussed in terms of their practical implications for understanding how and why individuals respond to acts of incivility at work. Practitioner points Uncivil behaviour - rude or disrespectful interpersonal incidents - is a common occurrence in workplaces and a type of daily hassle or chronic stressor for target individuals., Incivility has been shown to lead to an array of negative individual and organizational outcomes, including psychological distress and anxiety, greater job stress, reduced task performance and creativity, lower job satisfaction, increased job withdrawal, and higher turnover. Our findings illustrate the link between an individual's experience of an uncivil incident and their immediate behavioural responses., Workplace interventions aimed at minimizing the harm caused by incivility could focus on educating employees about: the potential impact of incivility; how a person's perception and appraisal of an incident might change their response; how a victim might re-frame the meaning of what happened; and appropriate actions the victim can take in response to uncivil incidents. [ABSTRACT FROM AUTHOR]

Junior doctors are at risk of work-related burnout and mental health problems due to training workload demands and responsibilities. This study investigated the predictors of work-related burnout and depressive symptoms in junior doctors. Participants were 349 Australian doctors in postgraduate years 1–4, who completed a web-based survey assessing emotional labour (surface and deep acting), training stress, work-related burnout, and depressive symptoms. We tested a model in which surface acting and training stress were associated positively with work-related burnout, where deep acting was associated negatively with work-related burnout, where work-related burnout was associated positively with depressive symptoms, and where work-related burnout mediated the relationship between emotional labour, training stress, and depressive symptoms. Surface acting and training stress were associated with work-related burnout and depressive symptoms in the expected directions, deep acting and work-related burnout were associated with depressive symptoms, and work-related burnout fully mediated the relationships between training stress, surface acting and depressive symptoms. The results suggest that assisting junior doctors to manage workload demands and patient contact will have beneficial effects on their work enthusiasm and mental health. [ABSTRACT FROM PUBLISHER]

Workplace harassment is a well-researched topic, especially in regard to the antecedents and consequences of the phenomenon. A number of criticisms of this body of research have been raised that influence our understanding of harassment, its causes, and effects. Accordingly, this methodological review was conducted to identify current methodological gaps and propose new strategies for advancing knowledge on harassment at work. A total of 234 samples, from 224 peer-reviewed articles published over a 26-year period (1987-2012 inclusive), which focused on the antecedents, consequences, or process of diverse forms of workplace harassment (e.g., bullying, abusive supervision, mobbing, and victimization), were systematically analysed for methodological content. Our analysis focused on identifying threats to construct, internal, external, and statistical conclusion validity, covering issues such as sample characteristics, research design, measurement, methods of data collection, and techniques to analyse data. Findings on the nature and extent of existing methodological limitations underpin suggestions to advance theory development in this area by improving study validity. These include adopting longitudinal and experimental designs, utilizing within-person approaches, incorporating the perspectives of witnesses and perpetrators of harassment, developing combined group/organizational and individual levels of analysis, and focusing on the dynamic processes of workplace harassment. Practitioner points Limitations in existing research have constrained what we know about workplace harassment, and how to prevent harassment and its negative consequences., This paper provides a comprehensive resource for evaluating the quality of the ever-growing body of research on workplace harassment, which covers issues such as bullying, abusive supervision, aggression, incivility, and other forms of victimization at work. [ABSTRACT FROM AUTHOR]

Background: We investigated how matching and non-matching demands and resources are related to emotional exhaustion ( EE) in teachers. Theoretically, we draw on the Demand- Induced Strain Compensation ( DISC) model that proposes that demands, resources, and strains are multidimensional and comprise emotional, cognitive, and physical components. We first tested whether resources compensate aversive effects of demands. Second, as proposed by the triple-match principle, we tested whether interaction effects between job demands and resources are most likely if demands, resources, and outcomes relate to the same dimension. Methods: We retrieved data from 177 school teachers; a subsample was re-examined after a time lag of about 21 month ( N = 56). Results: Linear regression analyses reveal concurrent and longitudinal main and interaction effects of teacher-specific emotional and cognitive job demands and resources on EE. Conclusion: Results support the compensation principle and triple-match principle. Therefore, the DISC model seems to provide a valuable framework for the study of interaction effects in job stress research and, in particular, for interventions to reduce job strain in teachers. [ABSTRACT FROM AUTHOR]

Purpose – The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors →; emotional exhaustion →; depersonalization →; reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand. Design/methodology/approach – Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self-administered survey questionnaire electronically distributed to all 195 call centre agents working in the bank's two call centre locations. Data obtained from the call centre agents were analysed using the SEM-based partial least squares (PLS) methodology. Findings – The findings of the study reveal significant differences between inbound and outbound call centre agents in terms of the extent to which emotional exhaustion impacts depersonalisation as well as the extent to which depersonalisation influences feelings of reduced personal accomplishment. Practical implications – The research advances understanding of differences in the burnout process as perceived by inbound versus outbound call centre agents. Call centre management might consider improving the work environment to bring about greater job discretion/autonomy, greater job variety and performance monitoring in order to attenuate the stronger impact of these relationships in an inbound context. Originality/value – These findings extend our understanding of these phenomena in the largely unexplored yet important context of call centre agent-customer interaction in specifically highlighting differences between inbound and outbound call centre agent burnout. [ABSTRACT FROM AUTHOR]

The study reported in this article examines the nature of relationships between organizational and personal resources and nurses' turnover intentions. A sample of 124 nurses in the Turkish Republic of Northern Cyprus serves as the study setting. Results of the study reveal that a form of organizational support (empowerment) and two personal resources (customer orientation, job resourcefulness) are the best predictors of turnover intentions. Implications of these results are discussed and avenues for future research are offered. [ABSTRACT FROM AUTHOR]

Although voice (i.e. expressing change-oriented ideas and suggestions) has frequently been investigated as a way for workers to reciprocate to their employers for the positive treatment they receive, much less is known about how workers use voice to deal with stress. This study takes a conservation of resources perspective to examine the relationships among workplace stress, voice behavior, and job performance. We first examined the strength of relationships of three major groups of workplace stressors and strains (job based, social based, and organization based) with voice behavior. We then examined the relationships of voice behavior with performance variables (e.g. in-role performance and creativity) to investigate how voice may help workers preserve or accumulate resources to enhance their performance. The meta-analytic findings presented here provide support for a negative relationship between workplace stress and voice and a positive relationship between voice behavior and performance outcomes. Copyright © 2011 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

The purpose of this study is to develop and test a research model that investigates work-related depression in frontline employees in the hospitality industry. Specifically, the model examines exhaustion and disengagement as full mediators of the effects of customer verbal aggression and perceptions of organizational politics on work-related depression. Data pertaining to the predictor and criterion variables were obtained from frontline hotel employees in two waves in Iran where the two waves were separated by a time lag of one week. The aforementioned relationships were tested using LISREL 8.30 through path analysis. The results revealed that disengagement functioned as a full mediator of the effects of customer verbal aggression and perceptions of organizational politics on work-related depression. On the contrary, there was no empirical support for the mediating role of exhaustion. Management implications of the findings, limitations of the study, and avenues for future research are discussed. [ABSTRACT FROM PUBLISHER]

Customer abusive behavior has been found to be a major source of stress for service workers. The main purpose of the present research was to investigate the moderating role of positive affectivity (PA) on the relationship between customer verbal aggression and organizational outcomes. Three studies, based on three separate samples of service employees (Study 1: N = 187; Study 2: N = 422, Study 3: N = 156) demonstrated that frequency of customer aggression was a strong predictor of job-induced tension, job-related attitudes and emotional dissonance even after controlling for negative affectivity. A primary finding of this research was that positive disposition of employees did not reduce the negative consequences of interactions with aggressive customers, but rather increased them. The research provides additional support for the notion that positive disposition can be associated with unfavorable organizational outcomes in certain situation. The results also point out that those who are more likely to be negatively affected by frequent interactions with aggressive customers, are the very service workers that organizations tend to value most. Implications for management and future research are discussed. [ABSTRACT FROM AUTHOR]

Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward customers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research. [ABSTRACT FROM AUTHOR]

The purpose of this study is twofold: (1) to compare stress appraisals, coping strategies, social resources, and burnout at work between social workers, psychologists and nurses; and (2) to assess the effectiveness of appraisals and support in reducing burnout and enhancing effective coping strategies. Questionnaires containing assessments of work stress appraisals, coping strategies used to deal with problems at work, and social support at work, as well its burnout measures of exhaustion, depersonalization, and accomplishment were completed by 249 female professionals (age range 25-61). No differences were observed between the three professions on most psychological measures, except for the depersonalization outcome of burnout, which was significantly lower among psychologists than among nurses of social workers. High challenge/control appraisal of the job was directly related to all burnout outcomes, contributing to less exhaustion and depersonalization and Io more personal accomplishment. The challenge/control appraisal wits also negatively associated with emotion-focused coping. By comparison, the stress/load appraisal contributed to more exhaustion at work, while emotion-focused coping contributed to higher depersonalization. Social support was associated with higher challenge/control appraisal, with the latter mediating support effects on burnout. These data suggest that the perception of challenge/control in one's work may be an important factor in preventing work burnout in the three professions tested in the study. [ABSTRACT FROM AUTHOR]

Purpose ? To examine the influence of leadership power bases on subordinates? job stress at boutique hotels. Design/methodology/approach ? A total of 400 subjects (20 managers and 380 non-managerial employees) participated in this study from 20 boutique hotels. Participants were told that the study was designed to collect information on the leadership power bases used by first line managers and on the job stress levels of employees in the hospitality workforce. The Rahim Leader Power Inventory and Spielberger and Vagg's Job Stress Survey were used to assess leadership power bases and job stress, respectively. Findings ? There are significant relations between leader power bases and subordinates? job stress. The findings support the suggestion in the literature that positional power bases stimulate job stress in the hospitality industry. Research limitations/implications ? The study has several limitations that could be future research topics, such as hotels? source of funding, demographic characteristics of the participants, etc. There is a question about the generalizability of these findings to other hospitality organizations such as four or five-star hotels. Originality/value ? This paper explores an aspect of leadership in the hospitality industry that is often neglected. Organizations that actively consider leadership approaches and wish to nurture and develop their leaders and managers will need to be mindful of the leadership power bases. [ABSTRACT FROM AUTHOR]

The article analyzes the relations between the dimensions of burnout and the causal attribution in a sample of 614 professors of pre-student to secondary/high school of the Balearic Islands, Spain. The Attributive Causal Dimensions Scale was used to evaluate the Locus of Causality, Stability, Controllability, Globality and Intentionality of the perceived cause of stress. The findings of the study indicate that the dimensions of burnout present a moderate relation with the causal dimensions. The consequences and the strategies of interventional that can contribute the attributional framework are analyzed.

The study provides empirical evidence for the management of stress by teachers of secondary schools in Nigeria. A total of 3466 teachers, drawn from secondary schools in Ogun State of Nigeria, returned their questionnaire for the study. Data were analysed using simple percentage and chi-square. The findings indicate that teachers frequently use the active behavioural and inactive (escape) strategies in managing stress. This is an indication that the average Nigerian teacher prefers to organize him/herself in such a way that his/her pedagogic duties will not be hampered by domestic chores. It also implies that, whenever the teacher is stressed, he/she consoles him/herself with the fact that work is not everything and therefore feels less stressed. The active cognitive strategies are never used by the teachers. Their feeling is that nothing probably can be challenged in stressful situations. The teachers also express mixed feelings about the adoption of inactive behavioural strategies. While the majority of the teachers never engage in physical exercises or, say, watch films in order to manage any stressful situation, they prefer to keep away from any situation that could cause stress, as well as endeavouring to separate themselves from people who cause stressful situations. [ABSTRACT FROM AUTHOR]

Occupational stress is a serious threat to the health of individual workers, their families and the community at large. The settings approach to health promotion offers valuable opportunities for developing comprehensive strategies to prevent and reduce job stress. However, there is evidence that many workplace health promotion programs adopt traditional, lifestyle-oriented strategies when dealing with occupational stress, and ignore the impact that the setting itself has on the health of employees. The aim of the present study was to address two of the barriers to adopting the settings approach: namely the lack of information on how psycho-social work characteristics can influence health, and not having the confidence or knowledge to identify or address organizational-level issues. A comprehensive occupational stress audit involving qualitative and quantitative research methods was undertaken in a small- to medium-sized public sector organization in Australia. The results revealed that the work characteristics 'social support' and 'job control' accounted for large proportions of explained variance in job satisfaction and psychological health. In addition to these generic variables, several job-specific stressors were found to be predictive of the strain experienced by employees. When coupled with the results of other studies, these findings suggest that work characteristics (particularly control and support) offer valuable avenues for creating work settings that can protect and enhance employee health. The implications of the methods used to develop and complete the stress audit are also discussed. [ABSTRACT FROM AUTHOR]

In service industries such as restaurants, abusive customer (jay-customer) behaviors may evoke emotional exhaustion and burnout in frontline employees, threatening job satisfaction as well as sustainable management in the hospitality industry. Therefore, there is a need to identify whether (and to what degree) such customer behaviors stress frontline employees enough to affect their mental health, which may lead to employee turnover. To understand jay-customer behaviors in a restaurant setting, this study investigated the factors of jay-customer behaviors that induce job stress and decrease job satisfaction. Additionally, the moderating effect of empowerment was tested to see whether employee empowerment decreases the stress caused by jay-customer behaviors. Data collected from 302 restaurant employees from several cities in South Korea were analyzed using exploratory factor analysis and structural equation modeling. The study results demonstrate that three types of jay-customer behaviors (verbal abuse, physical abuse, and sexual harassment) are directly related to frontline employees' job stress, which in turn, reduces job satisfaction. A moderating effect of empowerment on the relationship between verbal abuse and job stress is found. The results of this study suggest a conceptual model for understanding the process in which jay-customers negatively influence the frontline employees, threatening employee well-being, and they provide valuable implications for the restaurant industry, which can help develop strategies to improve employee welfare and provide better customer management. [ABSTRACT FROM AUTHOR]