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The purpose of this study is to explain when and how organizational respect is related to job burnout syndromes. Using the stimulus–organism–response framework, the authors found that organizational respect is negatively related to burnout via job satisfaction, with job insecurity moderating the relationship. Drawing on conservation of resources theory, the authors proposed and found that job satisfaction and emotional exhaustion sequentially mediate the relationship between organizational respect and depersonalization, and this relationship is also moderated by job insecurity.

Data analysis was conducted using responses obtained from 280 anonymous employees in the postproduction film industry. The Statistical Package for the Social Sciences, AMOS and PROCESS macro was used for data analysis.

The research findings show job satisfaction mediates the effects of organizational respect for all three burnout syndromes. Organizational respect predicts depersonalization not only indirectly through job satisfaction but also through emotional exhaustion. Job insecurity moderates the relationship between job satisfaction and depersonalization and between emotional exhaustion and depersonalization. Organizational respect reduces depersonalization through job satisfaction, but this effect depends on how secure the employees feel about their jobs.

Samples from one industry but from countries under different management cultures may not show the true scale of burnout levels for the industry. Cross-sectional data from one industry may limit the generalizability to other industries. The finding on the reverse effects of organizational respect on depersonalization for satisfied employees could be further investigated.

The findings provide insights for learning organizations on the importance of cultivating a respectful atmosphere and reducing job insecurity to mitigate aspects of burnout.

The authors clarified the moderating role of job insecurity and the mediating role of job satisfaction and emotional exhaustion in the organizational respect–depersonalization relationship.

This paper aims to examine the influence of role stressors on service-oriented organizational citizenship behavior (OCB) mediated by depersonalization, with a moderator of social capital.

A self-administered online survey was completed by 265 current hotel frontline employees in the USA.

The study reveals that role ambiguity has a detrimental impact on service-oriented OCB. The results show that depersonalization is found to be a critical mediator that modifies the implications of both role ambiguity and role conflict for service-oriented OCB. Furthermore, the negative effect of role conflict on depersonalization is buffered by social capital.

Hotel firms that would like to encourage employees to exert proactive behaviors in their jobs might benefit from developing an effective way to reduce role stressors in their jobs. However, given that such role stressors are inevitable in the workplace, hotel firms should place more emphasis on enhancing social capital as an effective way to manage role stressors in the workplace.

This study advances previous studies on role stressors and service-oriented OCB by addressing how and why role stressors influence employees’ service-oriented OCB. This study incorporates advanced job demand-resource theory by identifying social capital as a critical job resource to buffer the detrimental impact of role conflict on depersonalization in the hotel context.

Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits that these indirect effects vary depending on the caring climate and achievement orientation.

A field survey among 622 service employees (Study 1) and a three-wave field survey of 315 service employees and their managers (Study 2) from various service organizations were conducted.

This study confirms that depersonalization operates as a negative mediator in the relationship between customer incivility and OCB. Simultaneously, resilience emerges as a positive mediator, underscoring the contrasting pathways through which customer incivility affects OCB. Furthermore, a caring climate plays a pivotal role in mitigating the detrimental impact of depersonalization on OCB and weakening the positive impact of resilience on OCB. Additionally, this study identifies achievement orientation as a significant moderator between customer incivility and resilience.

This study advances theoretical foundations by investigating depersonalization and resilience as critical mediators in the intricate relationship between customer incivility and OCB. It goes beyond the conventional understanding of customer incivility’s impact by shedding light on the dual roles of a caring climate, demonstrating its potential to alleviate both positive and negative consequences of customer incivility. Moreover, its identification of achievement orientation as a moderator adds a novel dimension to the discourse, emphasizing the need for tailored strategies to harness employee resilience in the face of customer incivility.

This study focuses on the management of job burnout among customer service representatives. The purpose of this study is to investigate whether supervisor support, monetary rewards, and career paths moderate the relationship between job burnout and turnover intentions.

The authors conducted a survey of 287 customer service representatives from seven call centers for the analysis. To validate the research model and test the hypotheses, the authors employed structural equation modeling, and for the moderating effects, the authors conducted a multi‐group analysis after dividing the moderating variables into high and low groups by using each of their means as a split point.

As expected, the results indicate that emotional exhaustion, depersonalization, and reduced personal accomplishment increased turnover intentions. Emotional exhaustion led to a sharp increase in depersonalization. The results for the three moderating variables indicate that not all interventions were always useful for all three components of job burnout. In particular, the application of supervisor support required considerable attention because it exacerbated the adverse effect of depersonalization on turnover intentions. Monetary rewards reduced turnover intentions under depersonalization, whereas they increased turnover intentions under reduced personal accomplishment. Career paths reduced turnover intentions under both depersonalization and reduced personal accomplishment.

This study contributes to the literature by demonstrating the moderating effects of supervisor support, monetary rewards, and career paths on the relationships between three components of job burnout and turnover intentions for customer service representatives from call centers.

Customer incivility is commonplace across service industries. Yet, there is little that is known about how uncivil customers affect employees. The purpose of this study is to examine how uncivil customer interactions affect employees’ cynicism, depersonalization and job performance.

Study 1 uses the qualitative critical incident technique to content analyze employee perceptions of customer incivility and how it affects their job performance. Study 2 uses a 2 (incivility frequency: high vs low) × 2 (co-worker support: high vs low) × 2 (service rule commitment: high vs low) quasi-experimental between-subjects design.

Results find that there is a significant interaction effect of customer incivility frequency, co-worker emotional support and service rule commitment on employee cynicism and depersonalization, which leads to decreased job performance and more harmful experiences to other customers.

The findings provide practical implications on the importance of managing customer incivility, providing co-worker support and how this affects employee attitudes and service they deliver to other customers.

The results build upon the incivility, co-worker support and service rule commitment literature, conservation of resources theory, as well as identifying key variables core to hospitality and tourism research: cynicism and depersonalization that provide important implications for actions of tourism and hospitality firms.

The purpose of this paper is to examine the relationship between trust and burnout among mental health professionals working within a forensic psychiatric setting. The association between these factors and boundary violations was also examined.

Mental health professionals (n=117) completed the Maslach Burnout Inventory and a measure of their trust in co-workers. A series of 12 vignettes was also designed to assess the frequency and impact of boundary violations by clients.

Propensity to trust was found to be predictive of personal accomplishment. A higher propensity to trust others was associated with lower levels of emotional exhaustion and depersonalisation. It was also associated with greater cooperative behaviour. Higher frequency of boundary violations reported by professionals was associated with lower levels of perceived trust and cooperative behaviours among colleagues, and increased depersonalisation. In addition, professionals reporting more of a perceived impact of boundary violations, reported higher emotional exhaustion and depersonalisation. The results also indicate that younger professionals reported higher levels of emotional exhaustion and depersonalisation, whereas older professionals were more positive regarding their competence and sense of accomplishment.

The results are discussed in terms of the development of trust within teams as an effective strategy to reduce the development of burnout. Implications are made for the importance of reflective practice and clinical supervision in developing positive working relationships with clients, and providing a safe environment to discuss professional conflict. The importance of supporting younger professionals has also been highlighted.

This is the first research paper to explore the relationship between trust within teams and the development of burnout within forensic psychiatric services.

The opposite of absenteeism, presenteeism, is the phenomenon of employees staying at work when they should be off sick. Presenteeism is an important problem for organizations, because employees who turn up for work, when sick, cause a reduction in productivity levels. The central aim of the present study is to examine the longitudinal relationships between job demands, burnout (exhaustion and depersonalization), and presenteeism. We hypothesized that job demands and exhaustion (but not depersonalization) would lead to presenteeism, and that presenteeism would lead to both exhaustion and depersonalization over time.

The hypotheses were tested in a sample of 258 staff nurses who filled out questionnaires at three measurement points with 1.5 years in‐between the waves.

Results were generally in line with predictions. Job demands caused more presenteeism, while depersonalization was an outcome of presenteeism over time. Exhaustion and presenteeism were found to be reciprocal, suggesting that when employees experience exhaustion, they mobilize compensation strategies, which ultimately increases their exhaustion.

These findings suggest that presenteeism can be seen as a risk‐taking organizational behavior and shows substantial longitudinal relationships with job demands and burnout.

The study suggests that presenteeism should be prevented at the workplace.

The expected contribution of the manuscript is not only to put presenteeism on the research agenda but also to make both organizations and scientists attend to its detrimental effects on employees' wellbeing and (consequently) on the organization.

The purpose of this study is to examine whether differences in occupational burnout between Black and White officers can be explained by differences in areas of worklife and differences in indicators of reform.

Using a modified version of the Maslach Burnout Inventory, information on emotional exhaustion and depersonalization was collected from 910 Black and 8,240 White officers through the National Police Research Platform. Structural equation models with bootstrapped confidence intervals were used to test mediation hypotheses and estimate indirect effects.

Black officers reported significantly less emotional exhaustion and depersonalization than White officers. Approximately 46% of the difference in emotional exhaustion between Black and White officers was accounted for by workload, workplace control, job satisfaction, alignment with agency values, inclusivity in the department, and the rejection of a hostile mindset toward the community. Approximately 28% of the difference in depersonalization was accounted for by workload, workplace control, job satisfaction, alignment with agency values, and the rejection of a hostile mindset.

This study reinforces research that demonstrates that Black officers report less emotional exhaustion and depersonalization than White officers and shows that some but not all differences in burnout can be accounted for by racial differences in areas of worklife and the rejection of a hostile mindset toward the community. More research should be focused on occupational stress in law enforcement and how Black officers are adapting to and thriving in the policing profession.

This study aims to examine the impact of stress as a result of adverse life events on a salesperson’s ability to effectively manage customer relationships. The framework identifies burnout as a key mediating variable and salesperson grit as a coping mechanism.

Survey data is gathered from 364 B2B salespeople and investigated using structural equation modeling in Mplus 8.2.

The findings reveal adverse life events and their corresponding stress diminish a salesperson’s ability to manage customer relationships effectively through the mediators of reduced personal accomplishment and depersonalization. Thus, negative events of a personal nature can have a significant impact on salesperson outcomes and should be taken with the same level of seriousness as job-related stress. Furthermore, results show that salesperson grit provides mixed results as a coping mechanism.

The findings indicate that practitioners should be mindful of the negative impact adverse life events can have on work-related outcomes. Organizations and sales managers must be intentional in managing relationships with their salespeople and strategic in the structure they use to manage customer relationships. Recommendations include the use of regular one-on-one meetings to open up a dialogue about work or personal issues the salesperson is experiencing and assigning multiple resources or staff to service valuable customers, thereby not relying on solitary salespeople.

Employee well-being contributes to firm value; yet, this is the first study in sales to explore the impact of adverse life events on salesperson outcomes.

This study introduces emotional labor into an analysis of multiple dimensions of burnout in sworn and civilian employees across three law enforcement agencies.

Using data from a survey of law enforcement employees in a metropolitan police department, a full-service sheriff's department, and a state corrections agency located in the western United States (n = 1,921), we test the explanatory power of an emotional labor-based model of burnout.

Results partially confirm the lone prior study to examine civilian and sworn personnel. Sworn and civilian employees experience variant levels of emotional exhaustion and depersonalization, though the underlying emotional labor correlates are significantly related to burnout for both groups. Further, we extend prior results by capturing multiple facets of burnout as well as contributing an emotional labor explanation for burnout, while controlling for individual demographic characteristics and agency type.

Law enforcement agencies rely upon non-sworn employees to support their missions. The experience of non-sworn law enforcement personnel is under-researched in both the emotional labor and law enforcement organizational literature. Burnout is a phenomenon that has high costs for both employees and organizations, particularly in the law enforcement context. Investigating the emotional labor experience of employees is critical for practitioners who are tasked with effectively managing both groups.

One previous study has investigated the emotional labor of civilians in law enforcement and used community-level predictions for burnout. This study builds on those findings by capturing two facets of burnout rather than the lone gauge of burnout used in the previous study. Furthermore, we use an emotional labor model to investigate emotional exhaustion and depersonalization reported by sworn and civilian personnel.