How workers’ emotional dissonance explains the association between customers’ relations, burnout and health in an Italian supermarket chain
Contenuto principale dell'articolo
Keywords
Abstract
Introduzione. La gestione dei clienti è diventata sempre più un fattore di rischio di cui le organizzazioni dovrebbero essere consapevoli. Avere a che fare con clienti, alunni e pazienti difficili è stato riconosciuto come il secondo fattore di rischio riportato più frequentemente nel recente sondaggio ESENER del 2019 (61% rispetto al 58% della precedente survey), subito dopo i movimenti ripetitivi di mani o braccia. Obiettivi. Lo scopo del presente studio è esplorare la relazione tra le relazioni negative con i clienti eil burnout e la salute generale dei dipendenti. Metodi. I dati sono stati raccolti utilizzando un questionario self-report anonimo somministrato ai dipendenti di una azienda italiana che opera nel settore della grande distribuzione organizzata. Il campione era composto da 610 lavoratori (70% donne) che lavoravano in 28 punti vendita. Risultati. I risultati hanno motrato che le relazioni negative con i clienti non erano direttamente correlate a una minore salute generale, ma indirettamente attraverso un processo che coinvolge dissonanza emotiva e burnout. In altre parole, i risultati hanno mostrato che le relazioni negative con i clienti erano associate a livelli più elevati di dissonanza emotiva, che a loro volta erano associati a livelli più elevati di burnout e, di conseguenza a una minor salute generale. Conclusione. Questo studio ha contribuito all'attuale comprensione di come le relazioni negative con i clienti potrebbero innescare un processo di compromissione della salute che potrebbe portare a livelli più elevati di burnout e una salute generale più povera nei lavoratori. I risultati suggeriscono che le organizzazioni le cui attività lavorative dei dipendenti sono caratterizzate da un contatto quotidiano con i clienti dovrebbero implementare interventi come attività di formazione al fine di migliorare le capacità dei dipendenti nel gestire i clienti come ad esempio su come gestire le emozioni al lavoro.
Riferimenti bibliografici
1. ESENER 3: https://osha.europa.eu/en/publications/third-european-survey-enterprises-new-and-emerging-risks-esener-3/view
2. Eurofound Sixth European Working Condition Survey 2015. Retrieved from https://www.eurofound.europa.eu/surveys/data-visualisation/sixth-european-working-conditions-survey-2015?locale=EN&dataSource=EWCS2017NW&media=png&width=500&question=q30g&plot=euBars&countryGroup=linear&onlyEU=onlyEU&subset=agecat_3&subsetValue=All
3. Agervold M: Emotional dissonance and burnout among social counsellors. Int J Work Org Em 2009; 3, 1, 1–17 doi:10.1504/IJWOE.2009.025395
4. Goussinsky R: Customer aggression, emotional dissonance and employees' well-being. Int J Qual Serv Scien 2011; 3:3, 248–266 doi:10.1108/17566691111182825
5. Pugh SD, Groth M, Hennig-Thurau T: Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being. J Appl Psychol 2011; 96: 2, 377-390 doi: 10.1037/a0021395
6. Arnold KA, Walsh MM: Customer incivility and employee well-being: testing the moderating effects of meaning, perspective taking and transformational leadership. Work Stress 2015; 29, 4, 362–378 doi:10.1080/02678373.2015.1075234
7. Wilson NL, Holmvall CM: The development and validation of the incivility from customers scale. J Occup Health Psychol 2013; 18:3, 310–326 doi:10.1037/a0032753
8. Kern JH, Grandey AA: Customer incivility as a social stressor: The role of race and racial identity for service employees. J Occup Health Psychol 2009; 14:1, 46–57 doi:10.1037/a0012684
9. Kenworthy J, Fay C, Frame M, Petree R: A meta-analytic review of the relationship between emotional dissonance and emotional exhaustion. J Appl Soc Psychol 2014; 44:2, 94–105 doi: 10.1111/jasp.12211
10. Van Dijk PA, Kirk A: Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. J Manag Organization 2006, 12:101–115 doi: 10.1017/S1833367200004053
11. Kubicek B, Korunka C: Does job complexity mitigate the negative effect of emotion-rule dissonance on employee burnout? Work Stress 2015; 29:4, 379-400 doi10.1080/02678373.2015.1074954
12. Grandey AA, Rafaeli A, Ravid S, Wirtz J, Steiner DD: Emotion display rules at work in the global service economy: the special case of the customer. J Serv Manag 2010; 21:3, 388–412 doi:10.1108/ 09564231011050805
13. Zapf D, Holz M: On the positive effects of emotion work in organizations. Eur J Work Organ Psy 2006, 15:1, 1-28 doi: 10.1080/13594320500412199
14. Andela M, Truchot D, Van der Doef M: Job stressors and burnout in hospitals: the mediating role of emotional dissonance. Int J Stress Manag 2016; 23(3), 298-317 doi:10.1037/str0000013
15. Wegge J, Van Dick R, von Bernstorff C: Emotional dissonance in call centre work. J Manag Psychol 2010: 25:6, 596–619 doi:10.1108/ 02683941011056950
16. Cheung FY, Cheung RY: Effect of emotional dissonance on organizational citizenship behavior: Testing the stressor-strain-outcome model. J Psychol 2013; 147:1, 89–103 doi:10.1080/00223980.2012.676576
17. Cheung F, Tang C: The influence of emotional dissonance on subjective health and job satisfaction: Testing the stress-strain-outcome model. J Appl Soc Psychol 2010; 40:12, 3192–3217 doi:10.1111/j.1559-1816.2010.00697.x
18. Bakker AB, Heuven E: Emotional dissonance, burnout, and in-role performance among nurses and police officers. Int J Stress Manag 2006; 13:4, 423–440 doi:10.1037/1072-5245.13.4.423
19. van Gelderen BR, Bakker AB, Konijn EA, Demerouti E: Daily suppression of discrete emotions during the work of police service workers and criminal investigation officers. Anxiety Stress Coping 2011; 24, 515–537 doi:10.1080/10615806 .2011.560665
20. Andela M, Truchot D: Emotional dissonance and burnout: The moderating role of team reflexivity and re-evaluation. Stress Health 2016; 33, 3, 179–189 doi:10.1002/smi.2695
21. Neto M, Ferreira AI, Martinez LF, Ferreira PC: Workplace bullying and presenteeism: The path through emotional exhaustion and psychological wellbeing. Ann Work Expo Health 2017; 61:5, 528-538 doi:10.1093/annweh/wxx022
22. Vignoli M, Muschalla B, Mariani MG: Workplace Phobic Anxiety as a Mental Health Phenomenon in the Job Demands-Resources Model. J Biomed Biotechnol 2017, 3285092. doi: 10.1155/2017/3285092
23. Bakker AB, Demerouti E, Sanz-Vergel AI: Burnout and work engagement: The JDR approach. Ann Rev Organ Psychol Organ Behav 2014, 1:389-411. doi:10.1146/annurev-orgpsych-031413-091235
24. Ahola K: Occupational Burnout and Health. Helsinki FIOH, 2007
25. Hillhouse JJ, Adler CM, Walters DN: A simple model of stress, burnout and symptomatology in medical residents: a longitudinal study. Psychol Health Med 2000; 5:63–73
26. Hakanen JJ, Schaufeli WB: Do burnout and work engagement predict depressive symptoms and life satisfaction? A three-wave seven-year prospective study. J Affect Disord 2012; 141:415–24
27. Toker S, Biron M: Job burnout and depression: unravelling their temporal relationship and considering the role of physical activity. J Appl. Psychol 2012; 97:699–710
28. Colom CC, Contreras MJ; Burnout at the supermarket: Testing the relevance of personality and stressful situations. Accion Psicologica 2018, 15:2, 27-38. doi:10.5944/ap.15.2.22154
29. Akgeyik T, Güngör M: Profile of perpetrators of customer aggression. Eur J Manag 2010, 10:3, 78-84.
30. Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9(1), 61–82. doi:10.1037/1076-8998.9.1.61
31. Schaufeli WB, Leiter MP, Maslach C, Jackson SE: Maslach burnout inventory – general survey, in The Maslach Burnout Inventor—Test Manual, 3rd Edn, eds C Maslach, SE Jackson, MP. Leiter Palo Alto, CA: Consulting Psychologists Press, 1996
32. Ahola, K., Honkonen, T., Isometsä, E., Kalimo, R., Nykyri, E., Aromaa, A., & Lönnqvist, J. (2005). The relationship between job-related burnout and depressive disorders—results from the Finnish Health 2000 Study. Journal of Affective Disorders, 88(1), 55-62. doi:10.1016/j.jad.2005.06.004
33. Goldberg D, Williams P: GHQ: A User’s guide to the General Health Questionnaire. NFER-Nelson, Windsor, 1988
34. Hayes AF: Partial, conditional, and moderated moderated mediation: Quantification, inference, and interpretation. Commun Monogr 2018; 85:1, 4-40 https://doi.org/10.1080/03637751.2017.1352100
35. Preacher KJ, Hayes AF: Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behav Res 2008; 40:3, 879-891
36. Porath C, Pearson C: The price of incivility: Lack of respect hurts morale – and the bottom line. Harv Bus Rev 2013; 91: 1–2, 115–121.
37. Bakker AB, Demerouti E: Job demands-resources theory: Taking stock and looking forward J Occup Health Psychol 2017; 22:3, 273–285 doi:10.1037/ocp0000056
38. Balducci C, Avanzi L, Fraccaroli F: Emotional demands as a risk factor for mental distress among nurses. Med Lav 2014; 105:2, 100-108
39. Gilardi S, Guglielmetti C, Converso D, Fida R, Viotti S: Third-Party Aggression and Emotion Work Among Nurses: Testing a Moderated Mediation Model. Int J Stress Manag 2019; June 6 http://dx.doi.org/10.1037/str0000136
40. Kamal AH, Bull JH, Wolf SP, Swetz KM, Shanafelt TD, Ast K, Kavalieratos D, Sinclair CT: Prevalence and predictors of burnout among hospice and palliative care clinicians in the US. J Pain Symptom Manag 2020, 59:5 E6-E13. doi: 10.1016/j.jpainsymman.2019.11.017
41. Verdonk P, Hooftman WE, van Veldhoven MJ, Boelens LR, Koppes LL: Work-related fatigue: the specific case of highly educated women in the Netherlands. Int Arch Occup Environ Health 2010; 83:3, 309-321
42. Nunnally JC: Psychometric theory (1st ed.). New York, McGraw-Hill, 1967
43. Lee RT, Ashforth BE: A meta-analytic examination of the correlates of the three dimensions of job burnout 1996. J. Appl. Psychol. 8:123–33
44. Roeser, R. W., Schonert-Reichl, K. A., Jha, A., Cullen, M., Wallace, L., Wilensky, R., Oberle, E., Thomson, K., Taylor, C., & Harrison, J. (2013). Mindfulness training and reductions in teacher stress and burnout: Results from two randomized, waitlist-control field trials. Journal of Educational Psychology, 105(3), 787–804. https://doi.org/10.1037/a0032093
45. Bostock, S., Crosswell, A. D., Prather, A. A., & Steptoe, A. (2018, May 3). Mindfulness On-The-Go: Effects of a Mindfulness Meditation App on Work Stress and Well-Being. Journal of Occupational Health Psychology. Advance online publication. http://dx.doi.org/10.1037/ocp0000118
46. Vignoli M, Guglielmi D, Bonfiglioli R, Violante FS: How job demands affect absenteeism? The mediating role of work-family conflict and exhaustion. Int Arch Occup Environ Health 2016; 89:1, 23-31 doi: 10.1007/s00420-015-1048-8
2. Eurofound Sixth European Working Condition Survey 2015. Retrieved from https://www.eurofound.europa.eu/surveys/data-visualisation/sixth-european-working-conditions-survey-2015?locale=EN&dataSource=EWCS2017NW&media=png&width=500&question=q30g&plot=euBars&countryGroup=linear&onlyEU=onlyEU&subset=agecat_3&subsetValue=All
3. Agervold M: Emotional dissonance and burnout among social counsellors. Int J Work Org Em 2009; 3, 1, 1–17 doi:10.1504/IJWOE.2009.025395
4. Goussinsky R: Customer aggression, emotional dissonance and employees' well-being. Int J Qual Serv Scien 2011; 3:3, 248–266 doi:10.1108/17566691111182825
5. Pugh SD, Groth M, Hennig-Thurau T: Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being. J Appl Psychol 2011; 96: 2, 377-390 doi: 10.1037/a0021395
6. Arnold KA, Walsh MM: Customer incivility and employee well-being: testing the moderating effects of meaning, perspective taking and transformational leadership. Work Stress 2015; 29, 4, 362–378 doi:10.1080/02678373.2015.1075234
7. Wilson NL, Holmvall CM: The development and validation of the incivility from customers scale. J Occup Health Psychol 2013; 18:3, 310–326 doi:10.1037/a0032753
8. Kern JH, Grandey AA: Customer incivility as a social stressor: The role of race and racial identity for service employees. J Occup Health Psychol 2009; 14:1, 46–57 doi:10.1037/a0012684
9. Kenworthy J, Fay C, Frame M, Petree R: A meta-analytic review of the relationship between emotional dissonance and emotional exhaustion. J Appl Soc Psychol 2014; 44:2, 94–105 doi: 10.1111/jasp.12211
10. Van Dijk PA, Kirk A: Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. J Manag Organization 2006, 12:101–115 doi: 10.1017/S1833367200004053
11. Kubicek B, Korunka C: Does job complexity mitigate the negative effect of emotion-rule dissonance on employee burnout? Work Stress 2015; 29:4, 379-400 doi10.1080/02678373.2015.1074954
12. Grandey AA, Rafaeli A, Ravid S, Wirtz J, Steiner DD: Emotion display rules at work in the global service economy: the special case of the customer. J Serv Manag 2010; 21:3, 388–412 doi:10.1108/ 09564231011050805
13. Zapf D, Holz M: On the positive effects of emotion work in organizations. Eur J Work Organ Psy 2006, 15:1, 1-28 doi: 10.1080/13594320500412199
14. Andela M, Truchot D, Van der Doef M: Job stressors and burnout in hospitals: the mediating role of emotional dissonance. Int J Stress Manag 2016; 23(3), 298-317 doi:10.1037/str0000013
15. Wegge J, Van Dick R, von Bernstorff C: Emotional dissonance in call centre work. J Manag Psychol 2010: 25:6, 596–619 doi:10.1108/ 02683941011056950
16. Cheung FY, Cheung RY: Effect of emotional dissonance on organizational citizenship behavior: Testing the stressor-strain-outcome model. J Psychol 2013; 147:1, 89–103 doi:10.1080/00223980.2012.676576
17. Cheung F, Tang C: The influence of emotional dissonance on subjective health and job satisfaction: Testing the stress-strain-outcome model. J Appl Soc Psychol 2010; 40:12, 3192–3217 doi:10.1111/j.1559-1816.2010.00697.x
18. Bakker AB, Heuven E: Emotional dissonance, burnout, and in-role performance among nurses and police officers. Int J Stress Manag 2006; 13:4, 423–440 doi:10.1037/1072-5245.13.4.423
19. van Gelderen BR, Bakker AB, Konijn EA, Demerouti E: Daily suppression of discrete emotions during the work of police service workers and criminal investigation officers. Anxiety Stress Coping 2011; 24, 515–537 doi:10.1080/10615806 .2011.560665
20. Andela M, Truchot D: Emotional dissonance and burnout: The moderating role of team reflexivity and re-evaluation. Stress Health 2016; 33, 3, 179–189 doi:10.1002/smi.2695
21. Neto M, Ferreira AI, Martinez LF, Ferreira PC: Workplace bullying and presenteeism: The path through emotional exhaustion and psychological wellbeing. Ann Work Expo Health 2017; 61:5, 528-538 doi:10.1093/annweh/wxx022
22. Vignoli M, Muschalla B, Mariani MG: Workplace Phobic Anxiety as a Mental Health Phenomenon in the Job Demands-Resources Model. J Biomed Biotechnol 2017, 3285092. doi: 10.1155/2017/3285092
23. Bakker AB, Demerouti E, Sanz-Vergel AI: Burnout and work engagement: The JDR approach. Ann Rev Organ Psychol Organ Behav 2014, 1:389-411. doi:10.1146/annurev-orgpsych-031413-091235
24. Ahola K: Occupational Burnout and Health. Helsinki FIOH, 2007
25. Hillhouse JJ, Adler CM, Walters DN: A simple model of stress, burnout and symptomatology in medical residents: a longitudinal study. Psychol Health Med 2000; 5:63–73
26. Hakanen JJ, Schaufeli WB: Do burnout and work engagement predict depressive symptoms and life satisfaction? A three-wave seven-year prospective study. J Affect Disord 2012; 141:415–24
27. Toker S, Biron M: Job burnout and depression: unravelling their temporal relationship and considering the role of physical activity. J Appl. Psychol 2012; 97:699–710
28. Colom CC, Contreras MJ; Burnout at the supermarket: Testing the relevance of personality and stressful situations. Accion Psicologica 2018, 15:2, 27-38. doi:10.5944/ap.15.2.22154
29. Akgeyik T, Güngör M: Profile of perpetrators of customer aggression. Eur J Manag 2010, 10:3, 78-84.
30. Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9(1), 61–82. doi:10.1037/1076-8998.9.1.61
31. Schaufeli WB, Leiter MP, Maslach C, Jackson SE: Maslach burnout inventory – general survey, in The Maslach Burnout Inventor—Test Manual, 3rd Edn, eds C Maslach, SE Jackson, MP. Leiter Palo Alto, CA: Consulting Psychologists Press, 1996
32. Ahola, K., Honkonen, T., Isometsä, E., Kalimo, R., Nykyri, E., Aromaa, A., & Lönnqvist, J. (2005). The relationship between job-related burnout and depressive disorders—results from the Finnish Health 2000 Study. Journal of Affective Disorders, 88(1), 55-62. doi:10.1016/j.jad.2005.06.004
33. Goldberg D, Williams P: GHQ: A User’s guide to the General Health Questionnaire. NFER-Nelson, Windsor, 1988
34. Hayes AF: Partial, conditional, and moderated moderated mediation: Quantification, inference, and interpretation. Commun Monogr 2018; 85:1, 4-40 https://doi.org/10.1080/03637751.2017.1352100
35. Preacher KJ, Hayes AF: Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behav Res 2008; 40:3, 879-891
36. Porath C, Pearson C: The price of incivility: Lack of respect hurts morale – and the bottom line. Harv Bus Rev 2013; 91: 1–2, 115–121.
37. Bakker AB, Demerouti E: Job demands-resources theory: Taking stock and looking forward J Occup Health Psychol 2017; 22:3, 273–285 doi:10.1037/ocp0000056
38. Balducci C, Avanzi L, Fraccaroli F: Emotional demands as a risk factor for mental distress among nurses. Med Lav 2014; 105:2, 100-108
39. Gilardi S, Guglielmetti C, Converso D, Fida R, Viotti S: Third-Party Aggression and Emotion Work Among Nurses: Testing a Moderated Mediation Model. Int J Stress Manag 2019; June 6 http://dx.doi.org/10.1037/str0000136
40. Kamal AH, Bull JH, Wolf SP, Swetz KM, Shanafelt TD, Ast K, Kavalieratos D, Sinclair CT: Prevalence and predictors of burnout among hospice and palliative care clinicians in the US. J Pain Symptom Manag 2020, 59:5 E6-E13. doi: 10.1016/j.jpainsymman.2019.11.017
41. Verdonk P, Hooftman WE, van Veldhoven MJ, Boelens LR, Koppes LL: Work-related fatigue: the specific case of highly educated women in the Netherlands. Int Arch Occup Environ Health 2010; 83:3, 309-321
42. Nunnally JC: Psychometric theory (1st ed.). New York, McGraw-Hill, 1967
43. Lee RT, Ashforth BE: A meta-analytic examination of the correlates of the three dimensions of job burnout 1996. J. Appl. Psychol. 8:123–33
44. Roeser, R. W., Schonert-Reichl, K. A., Jha, A., Cullen, M., Wallace, L., Wilensky, R., Oberle, E., Thomson, K., Taylor, C., & Harrison, J. (2013). Mindfulness training and reductions in teacher stress and burnout: Results from two randomized, waitlist-control field trials. Journal of Educational Psychology, 105(3), 787–804. https://doi.org/10.1037/a0032093
45. Bostock, S., Crosswell, A. D., Prather, A. A., & Steptoe, A. (2018, May 3). Mindfulness On-The-Go: Effects of a Mindfulness Meditation App on Work Stress and Well-Being. Journal of Occupational Health Psychology. Advance online publication. http://dx.doi.org/10.1037/ocp0000118
46. Vignoli M, Guglielmi D, Bonfiglioli R, Violante FS: How job demands affect absenteeism? The mediating role of work-family conflict and exhaustion. Int Arch Occup Environ Health 2016; 89:1, 23-31 doi: 10.1007/s00420-015-1048-8
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Jun 15, 2021
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Vignoli M, Mazzetti G, Converso D, Guglielmi D. How workers’ emotional dissonance explains the association between customers’ relations, burnout and health in an Italian supermarket chain. Med Lav [Internet]. 2021 Jun. 15 [cited 2024 Jul. 18];112(3):200-8. Available from: https://mattioli1885journals.com/index.php/lamedicinadellavoro/article/view/9907
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Come citare
1.
Vignoli M, Mazzetti G, Converso D, Guglielmi D. How workers’ emotional dissonance explains the association between customers’ relations, burnout and health in an Italian supermarket chain. Med Lav [Internet]. 2021 Jun. 15 [cited 2024 Jul. 18];112(3):200-8. Available from: https://mattioli1885journals.com/index.php/lamedicinadellavoro/article/view/9907
