This study examined the relationship between emotion work (Zapf, 2002) and burnout. One hundred and eighty-two human service professionals (nurses and caregivers) completed questionnaires. A factor analysis revealed that the concept of emotion work had four main factors: "Negative emotions display", "Positive emotions display", "Emotional dissonance", and "Sensitivity requirements". In addition, the hierarchical regression analyses revealed only the main effect of "Emotional dissonance" on psychological stress reaction, whereas the main effects of all emotion work variables and two interaction effects of those on burnout. These results suggested that burnout was distinguished from psychological stress reaction by the differences in its relationship to emotion work.

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The main purpose of this study was to examine the burnout process using longitudinal data.Questionnaires were administered to 138 human service professionals(nurses and caregivers)twice at intervals of a year.The models of causal relations among three dimensions of burnout were examined by structural equation modelling(SEM).As a result of this analysis,the Leiter&Maslach (1988)model,which predicts that emotional exhaustion influences depersonalization,while depersonalization reduces personal accomplishment,was most consistent with the data.Furthermore,the longitudinal model fits the data better than the synchronous one, suggesting that burnout should be considered as a developmental process.Implications for understanding how to intervene into burnout process were discussed.

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