Unique aspects of stress in human service work

Australian Psychologist

Volumn 38, Issue 2, 2003, Pages 84-91

  Dollard, M F ^c   Dormann, C ^a   Boyd, C M ^c   Winefield, H R ^b   Winefield, A H ^c  

^a GOETHE UNIVERSITY   (Germany)

^b UNIVERSITY OF ADELAIDE   (Australia)

^c UNIVERSITY OF SOUTH AUSTRALIA   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0037483096     PISSN: 00050067     EISSN: None     Source Type: Journal    
DOI: 10.1080/00050060310001707087     Document Type: Review

References (75)

1. Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences and moderators. Genetic, Social, and General Psychology Monographs, 124, 229-246.
2. Australian Bureau of Statistics. (2002). Labour Force, Australia. Canberra: Author.
3. ACTU Call Centre Unions Group. (2001). On the line: The future of Australia's call centre industry.
4. Ashforth, B.E., & Humphrey, R.H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Reveiw, 18, 88-115.
5. Bernhardt, K.L., Donthu, N., & Kennett, P.A. (2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47, 161-171.
6. Bitner, M.J., Booms, B.H., & Mohr, X.X. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
7. Brotheridge, C.M., & Grandey, A.A. (2002). Emotional labour and burnout: Comparing two perspectives of 'people work'. Journal of Vocational Behaviour, 60, 17-39.
8. Brotheridge, C.M., & Lee, R.T. (1998, August). On the dimensionality of emotional labour: Development and validation of an emotional labour scale. Paper presented at the 1st Conference on Emotions in Organizational Life, San Diego, CA.
9. Brown, K.A., & Mitchell, T.R. (19993). Organizational obstacles: Links with financial performance, customer satisfaction, and job satisfaction in a service environment. Human Relations, 46, 725-743
10. Bulan, H.F., Erickson, R., & Wharton, A. (1997). Doing for others on the job: The affective requirements of service work, gender, and emotional well-being. Social Problems, 44, 235-256.
11. Cohen, S., & Wills, T.A. (1985). Stress, social support, and the moderating hypothesis. Psychological Bulletin, 98, 310-357.
12. Cordes, C.L., & Dougherty, T.W. (1993). A review and an integration of research on job burnout. Academy of Management Review, 18, 621-656.
13. Cordes, C.L., Dougherty, T.W., & Blum, M. (1997). Patterns of burnout among managers and professionals: A comparison of models. Journal of Organizational Behaviour, 18, 685-701.
14. Cotton, S.J., Dollard, M.F., de Jonge, J., & Whetham, P. (2003). Stress in the clergy. In M.F. Dollard, A.M. Winefield, & H.R. Winefield (Eds.), Occupational stress in the service professions (pp. 307-353). London: Taylor & Francis.
15. De Jonge, J. (1995). Job autonomy, well-being, and health: A study among Dutch health care workers. Maastricht, The Netherlands: Datawyse.
16. Dollard, M.F. (2003). Conclusion. In M.F. Dollard, A.H. Winefield, & H.R. Winefield (Eds.), Occupational stress in the service professions (pp. 409-415). London, Taylor & Francis.
17. Dormann, C., & Kaiser, d. (2002). Job conditions and customer satisfaction. European Journal of Work & Organizational Psychology, 11, 257-283.
18. Dormann, C., & Zapf, D. (1999). Social support, social stressors, and depression: Testing for main and moderating effects with structural equations in a 3-wave longitudinal study. Journal of Applied Psychology, 84, 874-884.
19. Dormann, C. & Zapf, D. (2003). Customer-related social stressors and burnout. Manuscript in preparation.
20. Dormann, C., Zapf, D., & Isic, A. (in press) Emotionale Arbeitsanforderungen und ihre Konsequenzen bei Call Center-Arbeitsplätzen [Emotional job demands and their consequences in call centre jobs]. Zeitschrift für Arbeits- und Organisationspsychologie.
21. Fischbach, A., & Zapf, D. (2002). Organizational socialization and professional identity as determinants of emotion work. Paper presented at ICAP, 2002, Singapore.
22. Grandey, A.A. (1998, August). Emotional labour: A concept and its correlates. Paper presented at the 1st Conference on Emotions in Organizational Life, San Diego, CA.
23. Grandey, A.A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
24. Grandey, A.A. (in press). When 'the show must go on': Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 45.
25. Grandey, A.A., Dickter, D.N., & Sin, H.-P. (2002, April). Customer verbal abuse of service representatives: Consequences and coping. Symposium presentation for the 2002 annual meeting of the Society of Industrial-Organizational Psychology, Toronto, Canada.
26. Grandey, A., Tam, A., & Brauburger, A. (2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and Emotion, 26, 31-55.
27. Halpern, J. (2001). From detached concern to empathy: Humanizing medical practice. New York: Oxford University Press.
28. Hart, P.M., & Cotton, P. (2003). Conventional wisdom is often misleading: Police stress in an organisational health framework. In M.F. Dollard, A.H. Winefield, & H. R. Winefield (Ed.), Occupational stress in the service professions (pp. 103-138). London: Taylor & Francis.
29. Hasenfeld, Y. (1983). Human service organizations. Englewood Cliffs: Prentice Hall.
30. Hasenfeld, Y. (1992). The nature of human service organizations. In Y. Hasenfeld (Ed.), Human services as complex organizations (pp. 3-23). Newbury Park: Sage.
31. Hochschild, a.R. (1983). The managed heart. Berkley CA: University of California Press.
32. Hobfoll, S.E. & Freedy, J. (1993). Conservation of resources: A general stress theory applied to burnout. In W.B. Schaufeli, C. Maslach, & T. Marek (Eds.), Professional burnout: Recent developments in theory and research (pp. 115-129). Washington, DC: Taylor & Francis.
33. Hobfoll, S.E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513-524.
34. Information Industries Training Advisory Board. (2001). 2001 -2003 Industry training plan. Retrieved from http://www. iitab.com.au/documents/industrytrainingplan01-03.pdf
35. Isic, A., Dormann, c., & Zapf, D. (1999_. Belastungen und Ressourcen an Call Center Arbeitsplätzen. Zeitschrift für Arbeitswissenschaft, 53(25 NF), 202-208.
36. Johnson, J.V., & Hall, E.M. (1988). Job strain, work place social support, and cardiovascular disease: A cross-sectional study of a random sample of the Swedish working population. American Journal of Public Health, 78, 1336-1342.
37. Kahn, R.L., & Byosiere, P. (1992). Stress in organizations. In M. D. Dunnette, and L. M. Hough, (Eds.), Handbook of industrial and organizational psychology (Vol. 3., 2nd ed., pp. 571-650). Palo Alto, CA: Consulting Psychologists Press.
38. Karasek, R.A., & Theorell, T. (1990). Healthy Work. New York: Basic Books.
39. Larsen, R.J. (2000). Toward a science of mood regulation, Psychological Inquiry, 11, 129-141.
40. Lee, R.T., & Ashforth, B.E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81, 123-133.
41. Leiter, M.P., & Maslach, C. (1988). The impact of interpersonal environment on burnout and organizational commitment. Journal of Organizational Behaviour, 9, 297-308.
42. Lewig, K., & Dollard, M.F. (2003). Can I help you? Emotional labour, wellbeing, and job satisfaction among call center workers. Manuscript submitted for publication.
43. Lonne, B. (2003). Social workers and human service practitioners. In M. F. Dollard, A. H. Winefield, & H.R. Winefield (Eds.), Occupational stress in the service professions (pp. 277-305) London: Taylor & Francis.
44. Maslach, C. (1982). Burnout. The costs of caring. Englewood Cliffs, NJ: Prentice-Hall.
45. Maslach, C., & Jackson, S.E. (1981). The measurement of experienced burnout. Journal of Occupational Behaviour, 2, 99-113.
46. Medical Professionalism Project. (2002). Medical professionalism in the new millenium: A physician charter. Annals of Internal Medicine, 136, 243-246.
47. Mills, P.K. (1986). Managing Service Industries: Organizational Practices in Postindustrial Economy. Cambridge, Mass: Ballinger.
48. Morris, J.A., & Feldman, D.C. (1996). The dimensions, antecedents, and consequences of emotional labour. Academy of Management Journal, 21, 989-1010.
49. Morris, J.A., & Feldman, D.C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257-274.
50. Muraven, M., & Baumeister, R.F. (2000). Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 147-259.
51. Nerdinger, F.W. (1994). Zur Psychologie der Dienstleistung [On the psychology of services]. Stuttgart, Germany: Schäffer-Poeschel.
52. Norman, R. (1984). Service management. Strategy and leadership in service business. Chichester: Wiley.
53. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item Scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
54. Potter, B.A. (1983). Job burnout and the helping professional. Clinical Gerontologist, 2, 63-65.
55. Quinn, J.B., Baruch, J.J., & Cushman Paquette, P. (1987). Technology in services. Scientific American, 257, 50-58.
56. Rafaeli, A., & Sutton, R.I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23-37.
57. Reynierse, J.H., & Harker, J.B. (1992). Employee and customer perceptions of service banks: Teller and customer service representative ratings. Human Resource Planning, 15, 31-46.
58. Ryan, A.M., Schmit, M.J., & Johnson, R. (1996). Attitudes and effectiveness: Examining relations at an organizational level. Personnel Psychology, 49, 853-882.
59. Savicki, V., Cooley, E.J. (1982). Implications of burnout research and theory for counselor educators. Personnel & Guidance Journal, 60, 415-419.
60. Schaufeli, W.B., & Enzmann, D. (1998). The burnout companion to study and practice: A critical analysis. London: Taylor & Francis.
61. Schaufeli, W.B., Maslach, C., & Marek, T. (Eds.). (1993). Professional burnout: Recent developments in theory and research. Washington, DC: Taylor & Francis.
62. Schmit, M.J., & Allscheid, S.P. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48, 521-536.
63. Schneider, B., & Bowen, A.E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21, 39-52.
64. Schneider, B., White, S.S., & Paul, M.C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83, 150-163.
65. Semmer, N. (1996). Individual differences, work stress and health. In M.J. Schabracq, J.A.M. Winnubst, & C.L. Cooper (Eds.), Handbook of work and health psychology (pp. 51-86). Chichester: Wiley.
66. Siegrist, J. (1996). Adverse health effects of high-effort/low-reward conditions. Journal of Occupational Health Psychology, 1, 27-41.
67. Siegrist, J. (1998). Adverse health effects of effort-reward imbalance at work: Theory, empirical support, and implications for prevention. In C. L. Cooper (Ed.), Theories of organizational stress (pp. 190-204). Oxford: Oxford University Press.
68. Stemmler, G. (1997). Selective activation of traits: Boundary conditions for the activation of anger. Personality and Individual Differences, 22, 213-233
69. Strazdins, L.M. (2000). Integrating emotions: Multiple role measurement of emotional work. Australian Journal of Psychology, 52, 41-50.
70. Tornow, W.W., & Wiley, J.W. (1991). Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning, 14, 105-115.
71. Wiley, J.W. (1991). Customer satisfaction: A supportive work environment and its financial costs. Human Resource Planning, 14, 117-127.
72. Winefield, H.R. (2003). Work stress and its effects in General Practitioners. In M. F. Dollard, A.H. Winefield, & H.R. Winefield (Eds.), Occupational stress in the service Professions (pp. 187-207). London: Taylor & Francis.
73. Zapf, D. (2002). Emotion work and psychological strain. A review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268.
74. Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion work as a source of stress. The concept and the development of an instrument. European Journal of Work and Organizational Psychology, 8, 371-400.
75. Zeithaml, V.A, & Bitner, M.J. (2000). Service marketing: Integrating customer focus across the firm. Boston, MA: McGraw-Hill.