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Not All Emotional Demands Are the Same: Emotional Demands from Clients' or Co-Workers' Relations Have Different Associations with Well-Being in Service Workers.

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 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.

journal_name

Int J Environ Res Public Health

journal_title

International journal of environmental research and public health

authors

Duarte J,Berthelsen H,Owen M

doi

10.3390/ijerph17217738

subject

Has Abstract

pub_date

2020-10-22 00:00:00

issue

21

eissn

1661-7827

issn

1660-4601

pii

ijerph17217738

journal_volume

17

pub_type

杂志文章

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