Unique aspects of stress in human service work

Dollard, Maureen F.; Dormann, Christian; Boyd, Carolyn M.; Winefield, Helen R.; Winefield, Anthony H.

doi:10.1080/00050060310001707087

Cited by 101 publications

(90 citation statements)

References 46 publications

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“…For example health professionals typically develop long-lasting relationships with their clients, whereas call centre workers may have only a single brief interaction. In accordance with contemporary theories of work stress (conservation of resources, effort -reward imbalance, demand -controlsupport), Dollard, Dormann, Boyd, Winefield, and Winefield (2003) argue that social support and training designed to develop ''role separation'' are crucial resources needed to help service workers cope with the unique emotion stressors of their jobs.…”

Section: Discussionmentioning

confidence: 99%

Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

Lewig

Dollard

2003

European Journal of Work and Organizational Psychology

324

247

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The rapid rise of the service sector, and in particular the call centre industry has made the study of emotional labour increasingly important within the area of occupational stress research. Given high levels of turnover and absenteeism in the industry this article examines the emotional demands (emotional labour) of call centre work and their relationship to the job satisfaction and emotional exhaustion in a sample of South Australian call centre workers (N = 98) within the theoretical frameworks of the job demand -control model, the effortreward imbalance model, and the job demands -resources model. Qualitatively the research confirmed the central role of emotional labour variables in the experience of emotional exhaustion and satisfaction at work. Specifically the research confirmed the pre-eminence of emotional dissonance compared to a range of emotional demand variables in its potency to account for variance in emotional exhaustion and job satisfaction. Specifically, emotional dissonance mediated the effect of emotional labour (positive emotions) on emotional exhaustion. Furthermore emotional dissonance was found to be equal in its capacity to explain variance in the outcomes compared to the most frequently researched demand measure in the work stress literature (psychosocial demands). Finally, emotional dissonance was found to exacerbate the level of emotional exhaustion at high levels of psychosocial demands, indicating jobs combining high levels of both kinds of demands are much more risky. Future theorizing about work stress needs to account for emotional demands, dissonance in particular. Potential ways to alleviate emotional exhaustion due to emotional dissonance is to reduce other psychosocial demands, increase rewards, support and control as conceptualized in the JDR model. Ways to boost job satisfaction are to increase control, support, and rewards.The last two decades of the twentieth century witnessed a major global shift in the distribution of employment away from agriculture and industry into

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Section: Discussionmentioning

confidence: 99%

Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

Lewig

Dollard

2003

European Journal of Work and Organizational Psychology

324

247

View full text Add to dashboard Cite

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“…The problem with the job satisfaction argument is that although the literature does accept that it has something to do with good performance in the encounter it has not been able to specify how 'consciousness of being satisfied' actual impacts on the behaviour. Even when perceived as relieving job stress, job satisfaction is unable to say what the optimal coping strategy is and what level of satisfaction actually counts (Dollard et al, 2003). Job satisfaction is itself a variable phenomenon and subject to reinterpretation and the intervention of psychological states (Fisher, 2000).…”

Section: A Perspective From Social Psychologymentioning

confidence: 97%

Role interpretation during service encounters: A critical review of modern approaches to service quality management

Riley

2007

International Journal of Hospitality Management

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“…Research conducted with several "human service" occupations has found that social support is a key resource for the successful management of emotional labour (Dollard et al 2003). Several studies provide evidence that employees who perceive higher levels of social support at work tend to report lower levels of strain in response to emotional labour (Zapf 2002).…”

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confidence: 98%

The Cost of Caring? Emotional Labour, Wellbeing and the Clergy

2011

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Although members of the clergy experience working conditions that have been associated with "emotional labour", little is known about the impact of this aspect of the job role on wellbeing. This study examined relationships between emotional labour and psychological distress and intrinsic job satisfaction in 188 UK-based clergy. Also investigated were the potential moderating effects of social support and training in counselling skills. Findings revealed significant associations between emotional labour and both psychological distress and job satisfaction. Evidence was found that counselling training and a wider social network may protect clergy from the negative impact of emotional labour, but social network size may also be a risk factor for wellbeing. Further research should examine the impact of emotional labour on clergy, and the factors that might help them manage this more effectively.

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Unique aspects of stress in human service work

Cited by 101 publications

References 46 publications

Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

Role interpretation during service encounters: A critical review of modern approaches to service quality management

The Cost of Caring? Emotional Labour, Wellbeing and the Clergy

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