The Copenhagen Burnout Inventory: A new tool for the assessment of burnout

So far, the large majority of studies on burnout in the international literature have employed the Maslach Burnout Inventory (MBI). In this paper we criticize the MBI on a number of points and present a new tool for the measurement of burnout: the Copenhagen Burnout Inventory (CBI). The CBI consists of three scales measuring personal burnout, work-related burnout, and client-related burnout, for use in different domains. On the basis of an ongoing prospective study of burnout in employees in the human service sector, the PUMA study (Project on Burnout, Motivation and Job Satisfaction; N=1914 at baseline), we analysed the validity and reliability of the CBI. All three scales were found to have very high internal reliability, and non-response rates were small. The scales differentiated well between occupational groups in the human service sector, and the expected pattern with regard to correlations with other measures of fatigue and psychological well-being was found. Furthermore, the three scales predicted future sickness absence, sleep problems, use of pain-killers, and intention to quit. Analyses of changes over time showed that substantial proportions of the employees changed with regard to burnout levels. It is concluded that the analyses indicate very satisfactory reliability and validity for the CBI instrument. The CBI is being used in a number of countries and translations into eight languages are available.     

The effects of JDC model on burnout and work engagement: A multiple interaction analysis

This study investigated the moderating effects of functional social support (emotional and instrumental support) on the relationship of job demand control with burnout and work engagement. In total, 297 frontline employees from a hotpot restaurant franchise in China were surveyed. The results indicated emotional support, such as caring and inspiration, mitigated the adverse effects of high demand/low control on burnout and work engagement. Instrumental support, such as giving suggestions and solving problems, only mitigated the adverse effects of burnout. Further, the high demand/low control/low emotional support work condition was the most unfavourable for work engagement and burnout; while high demand/low control/low instrumental support was the most unfavourable condition for burnout. The theoretical and managerial implications of this research have been provided to gain a deeper insight into functional social support in the job demand control model.     

The construct validity of an alternative measure of burnout: Investigating the English translation of the Oldenburg Burnout Inventory

While the most commonly employed burnout measure has been the Maslach Burnout Inventory (MBI), researchers have been troubled by some of the psychometric limitations of that scale (e.g. wording of the scale items) as well as the limited conceptualization of burnout upon which it is based. As a result, Demerouti et al. have developed an alternative measure of burnout, the Oldenburg Burnout Inventory (OLBI). The purpose of this paper is to develop evidence for the validity and reliability of an English-language translation of the OLBI. As such, this study is among the first validation studies of the OLBI, and the first to assess the characteristics of the OLBI an English-speaking sample. Using data from 2599 employees across two samples from the United States (a generalized sample of working adults and a sample of fire department employees), our preliminary multi-trait, multi-method (MTMM) and confirmatory factor analyses suggested that the OLBI may be a viable alternative to the Maslach Burnout Inventory-General Survey (MBI-GS). It demonstrates acceptable reliability (test-retest reliability and internal consistency) as well as factorial, convergent, and discriminant validity. We discuss the implications of this study for the measurement and conceptualization of burnout and suggest a variety of research directions that stem from our findings. Our findings suggest that the OLBI offers researchers an alternative measure of burnout that offers balanced wording, that can also be used to measure the opposite phenomenon (engagement), and provides an expanded conceptualization of the exhaustion component of burnout.     

Socio-emotional and monetary employee-organization resource exchanges: Measurement and effects on daily employee functioning

ABSTRACT

Daily exchanges between employees and their organisation pertain mainly to socio-emotional resources. We investigate how daily employee-organizational resource exchanges relate to daily strain and work-related self-efficacy. We also examine the role of perceived organisational monetary investments on the relationship between daily employee resource investments and outcomes. To do so, we assess the psychometric properties of the Resource Exchange Scale (RES) that we developed for measuring general and daily employee and organisational resource investments (Study 1 and Study 2). Seventy-six health-care employees completed a general survey and a 10-day diary survey twice: at mid-shift and at the end of their shift (Study 3). Analyses supported the validity of the RES. Findings revealed that daily, under-reciprocal exchange related to increased physical symptoms. Mutual high daily resource investments related to greater work-related self-efficacy. The relationship between daily employee resource investments and self-efficacy was positive under conditions of both high and low perceived monetary investments. Lagged analyses showed that the previous day’s self-efficacy related positively to employees’ next day resource investments. Our findings suggest that socio-emotional resource exchanges matter for daily employee functioning, over and above between-person effects.     

Work stress and attentional difficulties: An initial study on burnout and cognitive failures

Professional burnout is a stress-related disorder, having mental exhaustion due to work stress as its most important characteristic. Burned out individuals also often complain about attentional problems. However, it is currently not clear whether such complaints are based on true cognitive deficits or whether they merely reflect the way burned out individuals rate their own cognitive performance. To confirm the cognitive complaints we used a cognitive failure questionnaire (CFQ) to assess the level of self-reported attentional difficulties in daily life. We also measured performance on tasks of sustained attention and response inhibition (the SART and the Bourdon-Wiersma Test). We compared three groups: (1) a group of 'burned out' individuals (n=13) who stopped working due to their symptoms and sought professional treatment; (2) teachers at a vocational training institute (n=16) who reported high levels of burnout symptoms but continued to work; and (3) teachers from the same institute (n=14) who reported no burnout symptoms. The level of burnout symptoms was found to be significantly related to the number of cognitive failures in daily life, and to inhibition errors and performance variability in the attentional tasks. To our knowledge, explicit tests of objective cognitive deficits in burned out individuals have not been conducted before. Consequently, this is the first study to indicate that burnout is associated with difficulties in voluntary control over attention and that the level of such difficulties varies with the severity of burnout symptoms.     

The role of work-related personal projects during two burnout interventions: a longitudinal study

Burnout is nowadays a common problem among employees, and a new approach to reduce its extent is needed. This study looked at burnout interventions in terms of personal goals and/or projects. These represent what individuals are striving to achieve, and include work-related goals. Our aim was to examine the extent to which two kinds of burnout intervention, in the form of different types of psychotherapy, influence employees' personal projects. The two types of therapy were psychoanalytic and experiential, both in the form of group therapy. To determine the extent, 62 employees who had contacted the Helsinki Occupational Health Services suffering from severe burnout participated, in the course of a single year, in 16 sessions of either analytic or experiential group psychotherapy. In addition, 28 employees suffering from severe burnout served as controls. All the participants filled in Little's Personal Project Analysis and the Bergen Burnout Indicator one month before the intervention, in the middle of the intervention and one month after the intervention. The results showed that among participants in the intervention groups the level of burnout decreased. Further, the number of work-related personal projects, project-related negative emotions, and tendencies towards negative action, decreased among those in the intervention groups compared to the control group. Moreover, project-related progress, social support and managing project-related emotions increased during the intervention. Finally, the results showed that when the negative emotions related to personal projects decreased during intervention, the level of burnout also decreased.     

The role of work-related personal projects during two burnout interventions: a longitudinal study

Burnout is nowadays a common problem among employees, and a new approach to reduce its extent is needed. This study looked at burnout interventions in terms of personal goals and/or projects. These represent what individuals are striving to achieve, and include work-related goals. Our aim was to examine the extent to which two kinds of burnout intervention, in the form of different types of psychotherapy, influence employees’ personal projects. The two types of therapy were psychoanalytic and experiential, both in the form of group therapy. To determine the extent, 62 employees who had contacted the Helsinki Occupational Health Services suffering from severe burnout participated, in the course of a single year, in 16 sessions of either analytic or experiential group psychotherapy. In addition, 28 employees suffering from severe burnout served as controls. All the participants filled in Little's Personal Project Analysis and the Bergen Burnout Indicator one month before the intervention, in the middle of the intervention and one month after the intervention. The results showed that among participants in the intervention groups the level of burnout decreased. Further, the number of work-related personal projects, project-related negative emotions, and tendencies towards negative action, decreased among those in the intervention groups compared to the control group. Moreover, project-related progress, social support and managing project-related emotions increased during the intervention. Finally, the results showed that when the negative emotions related to personal projects decreased during intervention, the level of burnout also decreased.     

Customer negative events and employee service sabotage: The roles of employee hostility,personality and group affective tone

Abstract

In the service industries, customer negative events towards a service provider, such as unreasonable demands or low-quality interpersonal treatment, might trigger service sabotage behaviours by the employee in response. Mitigating the problems associated with customer negative events is therefore an important issue for both practitioners and researchers. In the present study, we incorporate the perspectives of affective events theory into our research framework to clarify the mechanisms and boundary conditions of the customer negative event–service sabotage relationship in the context of face-to-face service. Specifically, we theorize and examine whether customer negative events lead to employee service sabotage through emotional reactions of the service worker (i.e. state hostility) and whether their personality traits (i.e. extraversion and neuroticism) and the work unit context (i.e. group affective tone) moderate this process. The sample was composed of 195 hairstylists and 61 managers from 61 hair salons in Taiwan. The results of hierarchical linear modelling showed that hairstylists' state hostility mediated the negative event–sabotage relationship. In addition, hairstylists' neuroticism and the affective tone of the unit moderated the relationship between negative events and state hostility, which in turn predicted service sabotage. The theoretical and practical implications of the findings are also discussed.     

工作不安全感与情绪耗竭:情绪劳动的中介作用

工作不安全感作为组织变革过程中产生的重要压力源,不仅引发员工对工作持续性和稳定性的担忧,同时导致员工诸多心理健康问题.研究工作不安全感对员工工作态度和行为的作用机制,基于资源保存理论和压力源-压力框架,构建情绪劳动为中介的工作不安全感对情绪耗竭影响和作用机制模型,从资源角度阐述认知性工作不安全感和情感性工作不安全感如何通过情绪劳动引发情绪耗竭,运用层次回归分析、相关分析等统计方法对10家企业的197份样本数据进行模型检验.研究结果表明,认知性工作不安全感和情感性工作不安全感对情绪耗竭均有正向影响,工作不安全感通过表层扮演和深层扮演两种情绪劳动的方式消耗心理努力以导致情绪耗竭.因此,组织不仅可以通过调岗等人事管理方法增加个人组织匹配,还可以通过心理辅导等培训活动改变员工的工作态度,采取积极的方式缓解工作不安全感对情绪耗竭的负面影响.     

A study of coping: Successful recovery from severe burnout and other reactions to severe work-related stress

This is a qualitative study of the situational determinants of coping with severe reactions to work-related stress, including burnout. The successful resolution of the crisis caused by an incapacity to work due to physical and emotional exhaustion is documented in an exploratory study of broad coping processes and specific strategies involved. Subjects were recruited from a large territory (the province of Quebec in Canada). Comparative analysis of the accounts of the 20 human service workers and 16 other professionals led to the identification of a common process typified by six consecutive stages: admitting the problem, distancing from work, restoring health, questioning values, exploring work possibilities and making objective changes. The recovery process is long and takes from 1 to 3 years. The ultimate strategy utilized by most of the subjects was to change their objectivc working conditions. Various strategies for identity reinforcement (seeking reassurance, understanding causes, seeking support) were observed in addition to the stages. Three-fifths of the subjects resorted to formal psychotherapy in the first sample. The recovery process appears to be of a psychosocial nature. This characteristic may render it sensitive to social context; although it has been observed in two samples, it would require testing in different working conditions and different countries.     

Gender differences in the effects of coping assistance on the reduction of burnout in academic staff

This study examined gender differences in the effectiveness of five sources of coping assistance to reduce dissatisfaction and emotional exhaustion among 403 female and 664 male academic staff of a Dutch university. It was hypothesized that support at work ((1) socio-emotional aid from the supervisor and colleagues, (2) a supportive climate in the department, and (3) practical assistance in the department) and support at home ((4) socio-emotional aid from the spouse, and (5) practical assistance from the spouse) would reduce dissatisfaction and burnout, and that women especially would benefit from these coping assistance measures. Using moderated regression analyses, the results showed that coping assistance from a supervisor and colleagues is an important measure to reduce both dissatisfaction and emotional exhaustion. Further, a supportive departmental climate and practical assistance in the department reduced emotional exhaustion and especially female academic staff benefited from these types of coping assistance at the aggregate level. However, contrary to expectations, such beneficial effects were not found for both socio-emotional aid and practical assistance from the spouse.     

Gender differences in the effects of coping assistance on the reduction of burnout in academic staff

This study examined gender differences in the effectiveness of five sources of coping assistance to reduce dissatisfaction and emotional exhaustion among 403 female and 664 male academic staff of a Dutch university. It was hypothesized that support at work ((1) socio-emotional aid from the supervisor and colleagues, (2) a supportive climate in the department, and (3) practical assistance in the department) and support at home ((4) socio-emotional aid from the spouse, and (5) practical assistance from the spouse) would reduce dissatisfaction and burnout, and that women especially would benefit from these coping assistance measures. Using moderated regression analyses, the results showed that coping assistance from a supervisor and colleagues is an important measure to reduce both dissatisfaction and emotional exhaustion. Further, a supportive departmental climate and practical assistance in the department reduced emotional exhaustion and especially female academic staff benefited from these types of coping assistance at the aggregate level. However, contrary to expectations, such beneficial effects were not found for both socio-emotional aid and practical assistance from the spouse.     

Four-stage process model of the core factors of burnout: The role of work stressors and work-related resources

The impact of work stressors and work-related resources on emotional exhaustion and depersonalization, as the two core factors of burnout, is investigated. According to the German Action Regulation Theory work stressors are conceptualized as regulation problems that lead to work stress in terms of additional effort (e.g. working longer hours), increased intensity of effort (e.g. working at a faster pace), and risky action (e.g. by neglecting safety rules). Consequently, an extended process model consisting of objective work stressors, work stress, emotional exhaustion and depersonalization is proposed. Nurses from three general hospitals (N=482) provided data for evaluating this model. Complete mediation of work stress and emotional exhaustion were analysed by hierarchical regression analysis. The overall model was tested by structural equation analysis in two steps; in the first step the basic model was analysed while in the second step the model was extended by autonomy as a work-related resource. The process model could be confirmed with respect to: (1) the mediating function of work stress and emotional exhaustion, and with regard to (2) the direct impact of autonomy as a work-related resource on work stressors but not on emotional exhaustion and depersonalization. Methodological considerations and implications for work design and burnout prevention are discussed.     

Perceived inequity, communal orientation and burnout: The role of helping models

A large amount of empirical evidence has shown that professional helpers who perceive inequity in their relationships with their clients experience burnout. However, in such a situation, communal orientation (a desire to give benefits in response to the perceived needs of others), has been found to buffer burnout. In the present study, this buffering effect was investigated from the perspective of helping models. French nurses ( n =60) and social workers ( n =68) completed a questionnaire designed to evaluate perceived inequity, communal orientation and burnout. The results showed that, as expected, the buffering effect of communal orientation greatly depends on the helping model. Among professionals who endorsed a medical model of helping (wherein recipients are expected to be relatively passive to get better), those high on communal orientation experienced a low level of burnout when they perceived inequity. However, among professionals with a compensatory helping model (wherein recipients are expected to be active to get better), not only had perceived imbalance no buffering effect but also it reduced personal accomplishment. It was speculated that with a medical model, a perceived imbalance in the relationships does not hinder the desire to respond to the perceived needs of others. However, within a compensatory model, a perceived imbalance probably impedes the self efficacy of professionals high in communal orientation, that is who desire to respond to the perceived needs of others.     

The behaviour of police officers in conflict situations: how burnout and reduced dominance contribute to better outcomes

Dominance plays an important part in police-civilian interactions. However, burnout is associated with a reduction in dominance, and this might, paradoxically, lead to more effective outcomes in conflict situations. There is a lack of knowledge about the effects of burnout in professional practice, and this multi-method study was conducted to better understand these dynamics. It is unique in that it combined self-reported burnout with observed behaviour in interactions with civilians. In this study, the relationships between the imbalance between demands and rewards, occupational burnout and police officers' behaviour in conflict situations (in terms of dominance and effectiveness) were examined. A questionnaire was used to assess job demands, rewards and burnout among 358 Dutch police officers. In addition, police officers' interactions with civilians were observed over 122 days. The results of structural equation modelling analyses showed that the imbalance between job demands and rewards was predictive of burnout (emotional exhaustion and depersonalization). Burnout, in its turn, predicted a decrease in dominant behaviour in conflict situations and, consequently, more effective conflict outcomes. These findings show that reduced dominance associated with burnout could in fact have positive consequences for professional behaviour in conflict situations. The benefits of reduced dominance in these situations should be taken into account in the training of professionals.     

The behaviour of police officers in conflict situations: how burnout and reduced dominance contribute to better outcomes

Dominance plays an important part in police-civilian interactions. However, burnout is associated with a reduction in dominance, and this might, paradoxically, lead to more effective outcomes in conflict situations. There is a lack of knowledge about the effects of burnout in professional practice, and this multi-method study was conducted to better understand these dynamics. It is unique in that it combined self-reported burnout with observed behaviour in interactions with civilians. In this study, the relationships between the imbalance between demands and rewards, occupational burnout and police officers’ behaviour in conflict situations (in terms of dominance and effectiveness) were examined. A questionnaire was used to assess job demands, rewards and burnout among 358 Dutch police officers. In addition, police officers’ interactions with civilians were observed over 122 days. The results of structural equation modelling analyses showed that the imbalance between job demands and rewards was predictive of burnout (emotional exhaustion and depersonalization). Burnout, in its turn, predicted a decrease in dominant behaviour in conflict situations and, consequently, more effective conflict outcomes. These findings show that reduced dominance associated with burnout could in fact have positive consequences for professional behaviour in conflict situations. The benefits of reduced dominance in these situations should be taken into account in the training of professionals.     

Well-being and organizational performance: An organizational-level test of the happy-productive worker hypothesis

Abstract

It is often assumed that happy workers are also productive workers. Although this reasoning has frequently been supported at the individual level, it is still unclear what these findings imply for organizational performance. Controlling for relevant work characteristics, this study presents a large-scale organizational-level test of the happy-productive worker hypothesis, assuming that high individual well-being leads to high individual-level performance, which should translate into high organizational performance (such as high efficiency and productivity). Job-specific employee well-being was measured as job satisfaction and emotional exhaustion. Using data from 66 Dutch home care organizations, the relationships among aggregated levels of demands, control, support, emotional exhaustion and satisfaction on the one hand, and organizational performance on the other, were examined using regression analysis. The hypotheses were partly confirmed, especially high aggregated levels of emotional exhaustion were related to low organizational performance. Although these findings support the reasoning that happy organizations are indeed productive organizations, more theorizing and more longitudinal research on the associations between individual-level well-being and organizational performance is imperative to improve understanding of these relationships. The findings underline the importance of improving worker well-being: this is not only important for individual workers, but may also have positive consequences for organizations and their clients.     

服务补救中顾客情绪对顾客满意之影响的实证研究

在顾客服务补救满意的研究中,本文引入情绪变量,提出了包含服务失败、服务补救整个过程的研究模型,采用情景模拟的方法进行了实证研究。研究表明:顾客在服务补救后的满意,受顾客服务补救后情绪的影响,而不是受顾客服务失败时的初始情绪的影响。其中,补救后积极情绪对补救满意有显著的正向影响;补救后外在归因消极情绪对补救满意有显著的负向影响。     

服务失误归因与顾客感知的公平性关系研究

通过对广州市内几家餐馆的顾客进行问卷调查,探讨顾客归因、服务公平性及顾客信任感之间的关系。数据分析结果表明,服务失误归因包括内控性、外控性和普遍性3个组成成分,这3个组成成分对顾客感知的服务公平性有不同程度的影响。内控性对顾客感知的服务公平性影响最大,其次为普遍性和外控性。顾客感知的服务公平性包括程序、交往、结果和信息公平性4个组成成分,该4个组成成分均显著影响顾客的信任感。     

道歉承诺类管理反馈策略对顾客二次满意度的影响——基于顾客多样情绪调节效应

O2O模式下,众多学者和商家都关注何种在线管理反馈策略能提升顾客满意度,然而多数研究仅针对顾客负向情绪,忽略了顾客多样情绪对在线管理反馈策略影响的调节作用。实际上顾客在接受在线管理反馈时带有矛盾情绪,表现为多种情绪。因此本文针对消费者多样情绪,研究不同情绪调节下道歉承诺类管理反馈策略与顾客满意度之间的关系。通过梳理在线管理反馈策略、顾客满意度、顾客多样情绪等相关研究,提出代表顾客多样情绪的在线评论类型包括：积极评论、偏积极评论、消极评论、偏消极评论,研究不同类型评论（顾客多样情绪）对顾客满意度有不同影响;道歉承诺类管理反馈策略对顾客二次满意度有积极影响;不同类型在线评论（消费者多样情绪）对道歉承诺类管理反馈策略的积极影响有调节作用等假设。本文以国内某旅行网站99027名顾客二次入住酒店数据为样本,用机器学习的方法对顾客评论和管理反馈策略进行分类,通过多元线性回归模型进行实证分析,结果表明：（1）偏积极评论、偏消极评论、消极评论对顾客二次满意度有负向影响;（2）道歉承诺类管理反馈策略对顾客二次满意度有积极作用;（3）顾客偏消极、消极情绪能够加强道歉承诺类管理反馈策略对顾客二次满意度的正向影响,即道歉承诺在调节顾客的消极情绪方面具有一定的积极作用。研究结果丰富了在线管理反馈策略理论和方法,为服务商进行在线管理反馈时应采取的措施提供了一些参考,对服务商通过第三方平台加强顾客关系管理具有一定的指导意义。