Not all emotional demands are the same : Emotional demands from clients’ or co-workers’ relations have different associations with well-being in service workers
(2020) In International Journal of Environmental Research and Public Health 17(21). p.1-15- Abstract
There has been an increased interest in the study of emotional demands (ED) at work and its impact on workers’ well-being. However, ED have been conceptualized as a unitary concept, focused on interactions with clients, and excluding other potential sources of ED at work. Therefore, the aim of the current study is to explore the relation between ED from different relational sources (clients/patients/customers and colleagues, supervisors, and employees) and service workers’ exhaustion and engagement. Cross-sectional data from a sample of 2742 service workers were analysed using structural equation modelling. Results showed that ED from both sources (clients and colleagues) were associated with more emotional exhaustion, particularly if... (More)
There has been an increased interest in the study of emotional demands (ED) at work and its impact on workers’ well-being. However, ED have been conceptualized as a unitary concept, focused on interactions with clients, and excluding other potential sources of ED at work. Therefore, the aim of the current study is to explore the relation between ED from different relational sources (clients/patients/customers and colleagues, supervisors, and employees) and service workers’ exhaustion and engagement. Cross-sectional data from a sample of 2742 service workers were analysed using structural equation modelling. Results showed that ED from both sources (clients and colleagues) were associated with more emotional exhaustion, particularly if dealing with clients was not an integrated part of the role. Further, ED from clients’ relations were negatively associated with engagement for managers with staff responsibility, but positively for managers without staff responsibility. We also found moderating effects of psychosocial safety climate (PSC), whereby ED had the strongest effect on emotional exhaustion when PSC was low. This study suggests that different relational sources of ED at work have a different impact on employees’ well-being. Strategies that promote a reduction of extra-role ED, and the development of a PSC in the organization, could therefore offer possible solutions to promote employees’ psychological well-being and motivation.
(Less)
- author
- Duarte, Joana LU ; Berthelsen, Hanne and Owen, Mikaela
- publishing date
- 2020-11-01
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Emotional demands, Emotional exhaustion, Engagement, Psychosocial safety climate, Service work, Structural equation modelling
- in
- International Journal of Environmental Research and Public Health
- volume
- 17
- issue
- 21
- article number
- 7738
- pages
- 15 pages
- publisher
- MDPI AG
- external identifiers
-
- pmid:33105900
- scopus:85094147231
- ISSN
- 1661-7827
- DOI
- 10.3390/ijerph17217738
- language
- English
- LU publication?
- no
- additional info
- Funding Information: Funding: This research was funded by AFA Försäkring (AFA Insurance), Grant no. 170262, by Forskningsrådet om Hälsa, Arbetsliv och Välfärd (The Swedish Research Council for Health, Working Life and Welfare), FORTE Grant no. 2016-07220 and Malmö University. Funding Information: This research was funded by AFA F?rs?kring (AFA Insurance), Grant no. 170262, by Forskningsr?det om H?lsa, Arbetsliv och V?lf?rd (The Swedish Research Council for Health, Working Life and Welfare), FORTE Grant no. 2016-07220 and Malm? University. The authors wish to thank Josefin Bj?rk for her outstanding work with the data collection. Publisher Copyright: © 2020 by the authors. Licensee MDPI, Basel, Switzerland.
- id
- 6c666322-0472-4208-a9f2-dece77c9f0e9
- date added to LUP
- 2021-11-18 12:50:10
- date last changed
- 2024-03-08 22:04:23
@article{6c666322-0472-4208-a9f2-dece77c9f0e9,
abstract = {{<p>There has been an increased interest in the study of emotional demands (ED) at work and its impact on workers’ well-being. However, ED have been conceptualized as a unitary concept, focused on interactions with clients, and excluding other potential sources of ED at work. Therefore, the aim of the current study is to explore the relation between ED from different relational sources (clients/patients/customers and colleagues, supervisors, and employees) and service workers’ exhaustion and engagement. Cross-sectional data from a sample of 2742 service workers were analysed using structural equation modelling. Results showed that ED from both sources (clients and colleagues) were associated with more emotional exhaustion, particularly if dealing with clients was not an integrated part of the role. Further, ED from clients’ relations were negatively associated with engagement for managers with staff responsibility, but positively for managers without staff responsibility. We also found moderating effects of psychosocial safety climate (PSC), whereby ED had the strongest effect on emotional exhaustion when PSC was low. This study suggests that different relational sources of ED at work have a different impact on employees’ well-being. Strategies that promote a reduction of extra-role ED, and the development of a PSC in the organization, could therefore offer possible solutions to promote employees’ psychological well-being and motivation.</p>}},
author = {{Duarte, Joana and Berthelsen, Hanne and Owen, Mikaela}},
issn = {{1661-7827}},
keywords = {{Emotional demands; Emotional exhaustion; Engagement; Psychosocial safety climate; Service work; Structural equation modelling}},
language = {{eng}},
month = {{11}},
number = {{21}},
pages = {{1--15}},
publisher = {{MDPI AG}},
series = {{International Journal of Environmental Research and Public Health}},
title = {{Not all emotional demands are the same : Emotional demands from clients’ or co-workers’ relations have different associations with well-being in service workers}},
url = {{http://dx.doi.org/10.3390/ijerph17217738}},
doi = {{10.3390/ijerph17217738}},
volume = {{17}},
year = {{2020}},
}