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1 – 10 of over 1000Min-Shi Liu, Mei-Ling Wang and Chun Hsien Lee
The purpose of this study is to examine the indirect impact of job demands on recovery self-efficacy via the mediation of job burnout. The study also investigates the moderating…
Abstract
Purpose
The purpose of this study is to examine the indirect impact of job demands on recovery self-efficacy via the mediation of job burnout. The study also investigates the moderating effects of school-to-work facilitation and psychological detachment in the indirect relationship between job demands and recovery self-efficacy.
Design/methodology/approach
The study recruited and surveyed 263 employed graduate students in the executive master of business administration program in Taiwan. Regression analysis was used to examine the proposed relationships.
Findings
The results showed that job burnout mediated the relationship between job demands and recovery self-efficacy. The relationship was weaker when school-to-work facilitation and psychological detachment were high.
Originality/value
This study confirms the indirect effects of job demands on recover self-efficacy through job burnout and provides new insights into the role of school-to-work facilitation and psychological detachment to enhance the recovery in the JD-R model.
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Michel Rod and Nicholas J. Ashill
This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with…
Abstract
Purpose
This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with the capacity to ameliorate burnout. Using data from Call Center frontline employees (FLEs) in a New Zealand banking context, the paper seeks to investigate the direct influence of job resourcefulness in a model examining the antecedents and outcomes of burnout.
Design/methodology/approach
Call Center FLEs completed a self‐administered questionnaire on job demands, job resources, burnout symptoms, job resourcefulness and service recovery performance. Data obtained from the FLEs were analyzed using the SEM‐based Partial Least Squares (PLS) methodology.
Findings
Eight of the 14 advanced hypotheses were supported and the results suggest that job resourcefulness plays a significant role in burnout and in influencing Call Center FLE service recovery performance.
Research limitations/implications
Limitations of the study include the generalizability of the findings since the study was conducted within one organizational context and one country. Suggestions for future research include an examination of job resourcefulness as a moderator in the JD‐R model of burnout and other personality traits specific to frontline employee jobs such as Customer Orientation.
Practical implications
The research advances understanding of burnout, personality traits and FLE service recovery performance in a Call Center context and the findings indicate that managers can take actions on a number of fronts to assist in reducing burnout symptoms and progress toward the achievement of Call Center service recovery excellence.
Originality/value
Previously, no attention has been given to understanding the antecedents of service recovery performance mediated by the symptoms of burnout in a Call Center context. In addition, there has been no attempt to examine the role of situational personality traits and their effect in burnout. By expanding existing burnout research, the study investigates a partial mediated model of burnout and its influence on Call Center FLE service recovery performance.
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Muhammad Zeshan, Shahzil Talha Khatti, Fiza Afridi and Olivier de La Villarmois
This paper aims to show the role of employees’ self-regulation in defining the effect of job demands on employees’ burnout. Moreover, the paper also highlights the importance of a…
Abstract
Purpose
This paper aims to show the role of employees’ self-regulation in defining the effect of job demands on employees’ burnout. Moreover, the paper also highlights the importance of a high-performance work system (HPWS) on the relation between job demands and employee self-regulation.
Design/methodology/approach
Data has been collected from public sector hospital nurses through a survey strategy following a time-lagged approach. This data has been analysed to validate the measure and to test the hypotheses through structural equation modelling.
Findings
Results of this study indicate that job demands affect employees’ burnout through adaptive regulation (recovery) and maladaptive regulation (self-undermining). Adaptive regulation minimizes while maladaptive regulation supports this effect. Moreover, results also highlight the role of HPWS in mitigating the negative impact of job demands on adaptive regulation.
Practical implications
This study serves as a guide for managers to minimize the burnout of their subordinates in the face of increasing job demands. This study also emphasizes the use of HPWS in organizations so that the burnout of the employees may be decreased by increasing adaptive self-regulation or recovery.
Originality/value
This study enriches the literature on the job demand resource theory by showing how employee job demands, employee self-regulation (psychological processes) and HPWS (organizational processes) collaborate to determine the extent of job burnout of employees.
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Judith Semeijn, Joris Van Ruysseveldt, Greet Vonk and Tinka van Vuuren
Adequate recovery from burnout is important to understand. The purpose of this paper is to investigate whether post-traumatic growth (PTG) contributes to higher engagement and…
Abstract
Purpose
Adequate recovery from burnout is important to understand. The purpose of this paper is to investigate whether post-traumatic growth (PTG) contributes to higher engagement and reduced symptoms of burnout and whether this process is mediated by personal resources.
Design/methodology/approach
In a cross-sectional survey, 166 Dutch workers who had fully recovered from burnout were questioned on their level of PTG, their personal resources (optimism, resilience and self-efficacy), and their levels of engagement and burnout.
Findings
Fully recovered workers scored somewhat higher on current burnout level, but did not differ from norm group workers in their engagement level. Moreover, PTG appeared to positively affect both higher engagement and lower burnout levels, which is fully mediated by personal resources.
Research limitations/implications
Post-traumatic growth (PTG) impacts on engagement and burnout levels amongst workers who have recovered from burnout by enhancing personal resources. The role of personal resources and the impact of PTG on engagement and burnout complaints following (recovery from) burnout deserve further investigation.
Practical implications
Management can support workers who have (recovered from a) burnout, by being aware of their (higher) engagement, and facilitate the enhancement of PTG and personal resources.
Originality/value
This study is one of the first to study the role of PTG after (recovery from) burnout and reveals valuable findings for both research and practice.
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Nicholas J. Ashill, Michel Rod, Peter Thirkell and Janet Carruthers
This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational…
Abstract
Purpose
This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.
Design/methodology/approach
In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.
Findings
The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.
Research limitations/implications
Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.
Practical implications
The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.
Originality/value
No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.
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Amorette Mae Perkins, Joseph Henry Ridler, Laura Hammond, Simone Davies and Corinna Hackmann
The purpose of this paper is to explore the impact of attending a Recovery College (RC) on NHS staff attitudes towards mental health and recovery, clinical and peer interactions…
Abstract
Purpose
The purpose of this paper is to explore the impact of attending a Recovery College (RC) on NHS staff attitudes towards mental health and recovery, clinical and peer interactions, and personal wellbeing.
Design/methodology/approach
Qualitative and quantitative data were collected via online surveys from 94 participants. Thematic analysis and descriptive statistics were used.
Findings
Themes were identified for change in attitudes towards mental health and recovery: new meanings of recovery; challenging traditional views on recovery; hope for recovery; and increased parity. The majority felt that the RC positively influenced the way they supported others. Themes relating to this were: using or sharing taught skills; increased understanding and empathy; challenging non-recovery practices; and adopting recovery practices. Responses highlighted themes surrounding impacts on personal wellbeing: connectedness; safe place; self-care; and sense of competency and morale at work. Another category labelled “Design of RC” emerged with the themes co-learning, co-production and co-facilitation, and content.
Research limitations/implications
It is important to understand whether RCs are a useful resource for staff. This research suggests that RCs could help to reconcile Implementing Recovery through Organisational Change’s 10 Key Challenges and reduce staff burnout, which has implications for service provision.
Originality/value
This is one of the first papers to directly explore the value of RCs for staff attending as students, highlighting experiences of co-learning.
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Kam Jugdev, Gita Mathur and Christian Cook
Given the demanding and stressful nature of project work, with a view to explore established concepts of burnout within the project management context, the purpose of this paper…
Abstract
Purpose
Given the demanding and stressful nature of project work, with a view to explore established concepts of burnout within the project management context, the purpose of this paper is to examine two instruments: the Maslach Burnout Inventory (MBI) and the Areas of Worklife Survey (AWS). Since there is a paucity of literature in project management anchored within the MBI and the Areas of Worklife Survey (AWS), this paper proposes a high-level model on burnout in project management, drawing on the literature underlying these two instruments.
Design/methodology/approach
Using a conceptual approach, the paper reviews the social psychology literature on burnout and then the narrow stream of literature on burnout in project management. The paper develops and proposes a conceptual model as a foundation to explore the links between the determinants of project manager burnout/engagement and turnover/retention.
Findings
This paper contributes to an improved understanding of the determinants of project manager burnout, engagement, turnover, and retention.
Practical implications
The driver for this research is to contribute to the emerging literature on burnout in project management and strategies to help improve engagement and retention of project managers in the discipline – specifically, their tenure in organizations and/or the profession.
Originality/value
This paper contributes to the topic of burnout in the project management context. An improved understanding of the stressors in project management contexts, and the mechanisms to mitigate the stress, can add to our understanding of project manager well-being, engagement and retention, improved project success, and healthier work environments.
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Devon Gidley, Mark Palmer and Amani Gharib
The authors aimed to explore how involvement in a creative development accelerator impacted participants. In particular, the authors considered the role of suffering in the…
Abstract
Purpose
The authors aimed to explore how involvement in a creative development accelerator impacted participants. In particular, the authors considered the role of suffering in the acceleration process.
Design/methodology/approach
The authors conducted an ethnography of a rapid prototyping program in video game development. Data collection included participant observation (162 h before, 186 during and 463 h after the main prototyping), interviews (23 formal and 35 informal) and artifact analysis (presentations, documents, games).
Findings
Acceleration led to individual suffering via burnout, lack of sleep, overwork and illness. In turn, participants required varying periods of recovery after participation and diverged in their longer-term reaction to the experience. The authors make two contributions. First, the authors deepen empirical understanding of the embodied impact of participation in an organizational accelerator. Second, the authors develop a theoretical process model of suffering in an accelerator program based on time and initiation.
Research limitations/implications
This paper focused on a single iteration of a program based out of an incubator in the United Kingdom (UK) Suffering was discovered as part of a larger study of the program.
Practical implications
Business and technology accelerators are becoming a popular way to organize work. This research suggests that accelerator structures might lead to unintended and negative participant experiences.
Originality/value
This research challenges the assumption that accelerators always benefit, or at least not hurt, participants. The authors add to the limited attention paid to suffering in organizations. The authors conclude the impact of an accelerator is more complex than usually portrayed.
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Mo Zhang and Ruoqi Geng
In accordance with the commitment–trust theory, employee attitudes and behaviours mediate the impact of empowerment on service recovery performance. The purpose of this paper is…
Abstract
Purpose
In accordance with the commitment–trust theory, employee attitudes and behaviours mediate the impact of empowerment on service recovery performance. The purpose of this paper is to extend the self-regulating process model and develop a structural framework that combines empowerment, self-regulation mechanisms (service recovery awareness, job engagement and emotional exhaustion) and post-recovery satisfaction. This framework explores how empowerment can lead to action of frontline employees (FLEs) in service recovery.
Design/methodology/approach
The authors test the hypotheses by investigating 290 pairs of FLEs and customers, who have service failure experience in the express mail industry, using structure equation modelling.
Findings
The findings show that empowerment enhances both service recovery awareness and job engagement. On the one hand, service recovery awareness has a positive impact on emotional exhaustion, which has a negative impact on post-recovery satisfaction. On the other hand, job engagement has a positive impact on performance. These results provide the whole picture of the double-edged effects of empowerment on FLEs in service recovery.
Practical implications
This paper indicates that managers should re-consider approaches to empowerment based on self-regulation process to enhance performance following service failure.
Originality/value
This study explores the dark side of empowerment in service recovery from a self-regulation perspective.
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This study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources…
Abstract
Purpose
This study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.
Design/methodology/approach
Primary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.
Findings
Empirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.
Originality/value
This study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.
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