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Burnout has been recognized and measured in the workplace since the 1970s, particularly in service industries. Libraries can be viewed as service providers. Burnout is the result of chronically high work demands combined with emotional exhaustion, depersonalization, and diminished personal accomplishment. Burnout components have been linked to physical, emotional, and behavioral consequences, and to high turnover and loss of engagement. Libraries can evaluate burnout levels among staff and address burnout on an individual, management, and organizational level. The Nurse-Experienced Time Pressure, Burnout, and Patient Interaction Questionnaire is modified to identify and quantify activities individuals might use to reduce burnout. The survey is administered to librarians and staff at an academic library and to self-chosen attendees at a conference session on avoiding burnout. Feedback is also solicited in terms of burnout avoidance strategies and possible library responses. Most respondents feel burned out but also committed to providing excellent service to patrons. Respondents have a genuine interest in making work less prone to burnout. Sample sizes were small but gave consistent responses. Burnout can be addressed on an institutional, management, and personal level, with each entity having equal responsibility. Leadership, management, communication, and support efforts can counteract burnout threats. Burnout causes disengagement at work and in personal lives. In terms of personality, neuroticism is a strong predictor of burnout. Making efforts to counteract burnout will lead to a healthier, balanced life. This book chapter is based on research done for a presentation at ER&L 2016 on Avoiding E-Burnout. Causes and counteractions to burnout have been expanded.

As the hospitality industry is shifting its focus from service to experience, customers are becoming co-creators of the perceived value of a hospitality service because experiences customers obtained when consuming a hospitality service involve the participation of the customers. Thus, more research is needed to examine the relationships among consumer’s personal factors and their evaluations of hospitality services. This study developed and tested hypotheses that examined the effects of customers’ intrinsic characteristics on their evaluations of a restaurant service. Data were collected from college students in the United States (n = 220) and China (n = 254) using a scenario approach. Findings reveal that customers’ gender, personality, and cultural background had significant effects on their evaluations of a restaurant service. Specifically, female customers rated the same service higher than male customers on the reliability dimension of service quality and overall service quality; customers with personalities of extroversion, conscientiousness, agreeableness, and openness rated the service higher than customers with neuroticism personality on the responsiveness dimension; and customers in individualistic cultures rated the service higher than those in collectivistic cultures on most of the service evaluation measures. Implications of the study’s findings are discussed.

Electronic word of mouth (eWOM) is a digital marketing method that has been considered by some companies as an effective and efficient approach to enhance social learning and the environment for the customers. A social media user could benefit from gaining information from other users to aid their decision-making process. Instagram is an example of a social media platform that could be utilized for the application of eWOM. It could serve as a source of quality, credible and detailed information, and a channel to increase customer interactions and trust. This study aims to determine the effects of eWOM information generated through Instagram on patients’ intention to join the in vitro fertilization (IVF) programs. By adopting the information acceptance model (IACM) theory, several parameters were evaluated: information quality, credibility, usefulness, adoption, attitude toward information, and purchase intention. The structural equation modeling (SEM) was used to analyze as many as 200 respondents of Morula IVF Jakarta and were active Instagram users. The results showed that the adoption of information and attitude toward information had considerably influenced patients’ intentions to join the IVF programs. Such circumstances might have occurred as a result of the increase in information exchange about IVF, through the discussions and sharing of experiences by patients on Instagram. Furthermore, information usefulness was demonstrated to affect information adoption and was influenced by the credibility of information and attitudes toward information. Nonetheless, one variable which did not display any effects on the usefulness of information was the quality of information. In summary, the characteristics of eWOM information that were conveyed on Instagram could affect the intention of patients in joining the IVF program.