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The Relationship between Intensification of Stress-Inducing Customer Behaviors, Job Burnout, and Well-Being of Customer Service Workers
Published in Dorota Żołnierczyk-Zreda, Emotional Labour in Work with Patients and Clients, 2020
Job burnout syndrome affects the physical and mental health of workers. It is associated with poor job satisfaction, declining performance, deterioration of private life, growing somatic complaints and other health problems, a pessimistic approach to life, depression, and anxiety disorders. The consequences of job burnout also affect organizations, contributing to absenteeism, increased staff turnover, lower productivity, deteriorating relations between co-workers, surging sickness absence, and employee medical treatment costs, or the costs of hiring new employees [Ostrowska and Michcik 2013].
What is it?
Published in Wilmar Schaufeli, Dirk Enzmann, The Burnout Companion to Study and Practice: A Critical Analysis, 2020
Wilmar Schaufeli, Dirk Enzmann
Probably the most often cited definition of burnout comes from Maslach and Jackson (1986, p. 1): Burnout is a syndrome of emotional exhaustion, depersonalisation, and reduced personal accomplishment that can occur among individuals who do 'people work' of some kind. Its popularity is due to the fact that the most widely used and well validated self-report questionnaire, the Maslach Burnout Inventory (MBI), includes the three dimensions of this definition (see Chapter 3). Emotional exhaustion refers to the depletion or draining of emotional resources. Professionals feel that they are no longer able to 'give' themselves at a psychological level - they feel at the end of the rope. Depersonalisation points to the development of negative, callous, and cynical attitudes toward the recipients of one's services. They are labelled in derogatory ways and treated accordingly. The term depersonalisation might cause some confusion since in psychiatry it is used to denote a person's extreme alienation from the self and from the world. For instance, the person observes his or her own actions like a spectator. However, in Maslach and Jackson's definition, depersonalisation refers to an impersonal and dehumanised perception of recipients, rather than to an impersonal view of the self. Therefore, dehumanisation would have been a more appropriate term. It was probably not chosen because of its rather extreme connotations. Finally, lack of personal accomplishment is the tendency to evaluate one's work with recipients negatively. It is believed that the objectives are not achieved, which is accompanied by feelings of insufficiency and poor professional self-esteem. Most importantly, Maslach and Jackson (1981b; 1986) initially claimed that burnout exclusively occurs in occupational groups where professionals deal directly with recipients, like students, pupils, clients, patients, customers, or delinquents. Hence, from their point of view burnout is mainly restricted to the human services like health care, education, and social work. However, Maslach and her colleagues meanwhile expanded the burnout concept beyond the human services (Maslach and Leiter, 1997). Burnout is redefined as a crisis in one's relationship with work, not necessarily as a crisis in one's relationship with people at work. It includes three somewhat more general aspects that do not explicitly refer to 'people work': exhaustion, cynicism, and professional efficacy. Recently, an adapted version of the MBI was developed to measure burnout outside the human services - the MBI-General Survey (Schaufeli et al., 1996a).
Value congruence, control, sense of community and demands as determinants of burnout syndrome among hospitality workers
Published in International Journal of Occupational Safety and Ergonomics, 2019
Ángela Asensio-Martínez, Michael P. Leiter, Santiago Gascón, Stephanie Gumuchian, Bárbara Masluk, Paola Herrera-Mercadal, Agustín Albesa, Javier García-Campayo
Regarding the consequences on the health of workers, burnout can disturb individuals’ sleep patterns, cause eating disorders and cardiovascular issues, as well as promote the development of drug abuse problems and feelings of depression and anxiety [5–12]. Burnout has been associated with various forms of job absenteeism and intention to leave the job, leads to lower productivity and effectiveness at work, is associated with decreased job satisfaction and a reduced commitment to the job or the organization and has a negative impact on the work environment, causing greater personal conflict and disrupting job tasks [4].
The interplay between servant leadership, psychological safety, trust in a leader and burnout: assessing causal relationships through a three-wave longitudinal study
Published in International Journal of Occupational Safety and Ergonomics, 2023
Fawad Ahmed, Zhengde Xiong, Naveed Ahmad Faraz, Ahmad Arslan
As of May 2022, more than 500 million confirmed cases and more than 6 million deaths have been reported due to the COVID-19 pandemic. Undoubtedly, the COVID-19 pandemic is a grave cataclysmic event of this century that has posed unprecedented challenges for public health workers causing fear, stress, exhaustion and burnout. Nurses are the most critical part of the healthcare workforce and are the frontline fighters during this pandemic [1]. The research found that during the COVID-19 pandemic, at least one-third of Chinese nurses experienced anxiety and depression due to increased pressures on their job [2]. Marvaldi et al. [3] in their systemic review and meta-analysis found that anxiety and depression increased by 300% among healthcare workers during COVID-19. The World Health Organization (WHO) stressed to all countries that to reach Sustainable Development Goal 3 on health and well-being, the world will need an additional 9 million nurses and midwives by the year 2030 [4]. In the context of China, the nurses are in short supply as compared to the demand [5]. Treating a large number of COVID-19 patients, knowing the high risk of exposure to the disease, working extra hours and seeing colleagues dying while treating patients result in traumatic experiences [6]. These adverse situations lead to burnout [7], which is defined as ‘the employees’ negative response to chronic work stressors’ [8,p.719]. Employees’ burnout is associated with reduced productivity at work, job dissatisfaction, increased turnover, withdrawal from the job in the shape of absenteeism or even intention to leave the profession [1,9]. Taking steps to tackle nurses’ burnout is one of the core issues for healthcare authorities. Therefore, exploring the antecedents and underlying mechanisms subsiding nurses’ burnout during COVID-19 is an exciting avenue to be explored.
Variables that predict burnout in professional drivers
Published in International Journal of Occupational Safety and Ergonomics, 2022
Patricia Tàpia-Caballero, María-José Serrano-Fernández, Maria Boada-Cuerva, Luis Araya-Castillo, Joan Boada-Grau
According to the European Agency and Health at Work, burnout has negative effects for the organization because it causes poor performance at the overall company level due to the increase in absenteeism and because workers come to work feeling tired and sick, and are therefore not effective (presenteeism). This leads to higher rates of collisions and injuries at work. Furthermore, these absences tend to be longer, producing high costs for both companies and society [2].