The moderating role of self-efficacy on the relationship between emotional exhaustion and job strain for boundary-spanning service employees

Appropriate behaviours toward customers often requires employees to suppress some genuine emotions and/or express other emotions; genuine or contrived. Managing one's emotions in this way gives rise to emotional exhaustion. This can have consequences for psychological ill health, in the form of work place strain, and ultimately employee's desire to leave. This student examines the relationships between emotional management, emotional exhaustion and turnover intentions amongst diversional therapy professionals. We find that some forms of emotional management have a significant impact on emotional exhaustion and that this predicts workplace strain. Furthermore, the deleterious effects of emotional exhaustion are mitigated somewhat for employees who have strong beliefs in their ability to provide good service, compared to employees with lower self efficacy beliefs.

The role of emotional labour and role stress on burnout and psychological strain in high contact service employees

This study examines the relationships between job demands (in the form of role stressors and emotional management) and employee burnout amongst high contact service employees. Employees in customer facing roles are frequently required to manage overwhelming, conflicting or ambiguous demands, which they may feel ill-equipped to handle. Simultaneously, they must manage the emotions they display towards customers, suppressing some, and expressing others, be they genuine or contrived. If the in-role effort required of employees exceeds their inherent capacity to cope, burnout may result. Burnout, in turn, can have serious detrimental consequences for the psychological well being of employees. We find that both emotional management and role stressors impact burnout. We also confirm that burnout predicts psychological strain. In line with the Job Demands and Resources Model, we examine the mitigating impact of perceived support on these relationships but do not find a significant mitigating impact.

Socio-emotional and operational demands on service employees

Enacting appropriate behaviors often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing emotions to act in a socially appropriate manner constitutes a form of labor: emotional labor. If labor demands exceed the resources of the employee, burnout arises, with negative consequences for overall psychological well-being and job performance. Similarly, task related activities engender role stress, which can also lead to burnout. Both task related role demands and socio-emotional demands are likely to be omnipresent in interpersonal interactions in service settings. Accordingly, this study sets out to investigate the simultaneous impact of these job demands on burnout in front line service professionals. Based on survey data collected from allied health service workers, the study findings strongly suggest that both socio-emotional demands and task related role demands are significant determinants of workplace stress and that their simultaneous effects on employee burnout can be large.

The need for internal social marketing (ISM): extending the people focus to service employees

BreastScreen Queensland (BSQ) is a government-based health service that provides free breast cancer screening services to eligible women using digital mammography technology.' In 2007, BSQ launched its first social marketing campaign' aimed at achieving a 30 per cent increase in women's programme participation by addressing the barriers to regular screening and by dispelling myths about breast cancer (Tornabene 2010). 'The Facts' mass media social marketing campaign used a credible spokesperson, Australian journalist]ana Wendt, to deliver the call to action' Don't make excuses. Make an appointment'.

December 2008: United States Postal Service

http://digitalcommons.winthrop.edu/dacusdocsnews/1034/thumbnail.jpg

Data pertinent to the establishment of minimum wage rates under the Fair labor standards act for newly covered employment in retail trade (including food service employees in retail establishments) in Puerto Rico /

"WH67-300."

Official register of the United States : persons in the civil, military, and naval service, exclusive of the Postal Service /

Subtitle varies.

Labor-management relations at the Postal Service : hearing before the Subcommittee on Federal Services, Post Office, and Civil Service of the Committee on Governmental Affairs, United States Senate, One Hundred Third Congress, second session, November 30, 1994.

Shipping list no.: 95-0099-P.

The issuance of semipostal stamps by the U.S. Postal Service : hearing before the International Security, Proliferation, and Federal Services Subcommittee of the Committee on Governmental Affairs, United States Senate, One Hundred Sixth Congress, second session, May 25, 2000.

Shipping list no.: 2001-0052-P.

History of the U.S. Postal Service, 1775-1982 /

"April 1983"--P. 4 of cover.

Treasury, Postal Service, and general government appropriations for fiscal year 1982 [microform] : hearings before a subcommittee of the Committee on Appropriations, House of Representatives, Ninety-seventh Congress, first session /

Includes index.

The Postal service act of 1979 [microform] : joint hearings before the Subcommittee on Postal Operations and Services and the Subcommittee on Postal Personnel and Modernization of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, first session, on H.R. 79 ....

Reuse of record except for individual research requires license from Congressional Information Service, Inc.

Occupational safety and health act legislation affecting the United States Postal Service [microform] : hearings before the Subcommittee on Postal Personnel and Modernization of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, first session, on H. R. 826 ... June 6 and 7, 1979.

Reuse of record except for individual research requires license from Congressional Information Service, Inc.

Study of satellite frequency requirements for the U.S. Postal Service electronic mail system /

v.1 Summary -- v. 2. Frequency allocations and network designs -- v.3 Technology studies