Thesis (M.S.)--University of Michigan, 1978.

Thesis (Psy. D.)--Wheaton College Graduate School, 2004. / Abstract. Includes bibliographical references (leaves 37-48).

Thesis (Psy. D.)--Wheaton College Graduate School, 2004. / Abstract. Includes bibliographical references (leaves 148-153).

Thesis (Ph. D.)--University of North Carolina at Greensboro, 2006. / Title from PDF title page screen. Advisor: Craig S. Cashwell; submitted to the School of Education. Includes bibliographical references (p. 139-165).

Thesis (M.S.)--Ohio State University, 2005. / Includes bibliographical references (leaves [79-81]). Also available online (PDF file) by a subscription to the set or by purchasing the individual file.

Thesis (M.S.)--Ohio State University, 2005. / Includes bibliographical references (leaves [79-81]).

Thesis (MComm)--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to explore the relationships between burnout, emotional labour (EL) and emotional intelligence (EI) in the call centre industry and to determine whether EI played a moderating role in the relationship between EL and burnout. A nonexperimental research design (i.e. exploratory survey study) was used to explore the relationships between the three constructs. The constructs were defined as follows: burnout, as a syndrome consisting of three negative response patterns which include: emotional exhaustion, depersonalisation and diminished personal accomplishment (Maslach, Jackson & Leiter, 1996); EI, as the capacity to effectively perceive, express, understand and manage emotions in a professional and effective manner at work (Palmer & Stough, 2001); and EL, as the process where employees regulate their emotional display in an attempt to meet organisationally-based expectations specific to their roles (Brotheridge & Lee, 2003). A convenience sample of 250 employees was drawn from two inbound customer care call centres of a leading South African telecommunications company that was approached to participate in the research. The Maslach Burnout Inventory – General Survey (Maslach et al., 1996), the Emotional Labour Scale (Brotheridge & Lee, 2003) and the Swinburne University Emotional Intelligence Test (Palmer & Stough, 2001) were administered. Two hundred and ten (210) respondents completed and returned the questionnaires. The results showed that surface acting (a dimension of EL) was positively related to and predicted emotional exhaustion (i.e. increased burnout). Conversely, deep acting (a dimension of EL) was related to an increase in personal accomplishment scores (i.e. decreased burnout). As hypothesised, EI was found to relate negatively to surface acting and positively to deep acting and emerged as a strong predictor of deep acting, explaining 20% of the variance in deep acing scores. These results revealed that those individuals higher in EI were more likely to engage more often in deep acting techniques, which could likely influence their levels of burnout. Furthermore, EI was related to an increase in personal accomplishment (i.e. decreased burnout) and emotional management (a dimension of EI) emerged as the strongest predictor of increased personal accomplishment. Whilst EI did not emerge as a moderator in the relationship between EL and burnout, support was found for the value of developing EI interventions that foster deep acting techniques in the call centre environment. Tenure (length of service) was found to be positively related to emotional exhaustion and negatively related to deep acting, indicating that the implementation of EI interventions in call centres should not be restricted to the induction phase of an employee’s career but continue throughout their working lives. The limitations of the study and recommendations for future research were discussed. / AFRIKAANSE OPSOMMING: Die doel van hierdie studie was om die verwantskap tussen uitbranding, emosionele arbeid (EA) en emosionele intelligensie (EI) in die inbelsentrum bedryf te ondersoek en om te bepaal of EI ‘n modererende effek op die EA en uitbranding verwantskap het. Daar is gebruik gemaak van ‘n nie-eksperimentele navorsingsontwerp (nl. ‘n verkennende opnamestudie) ten einde die verband tussen die drie konstrukte en hul sub-dimensies te ondersoek. Die konstrukte is soos volg gedefinieer: uitbranding, as ‘n sindroom bestaande uit drie negatiewe respons komponente: emosionele uitputting, depersonalisasie en verminderde gevoel van persoonlike bekwaamheid (Maslach, Jackson & Leiter, 1996); EI, as die individu se kapasiteit om emosies binne die werksomgewing effektief waar te neem, uit te druk, te verstaan en op ‘n professionele en effektiewe wyse te bestuur (Palmer & Stough, 2001); en EA, as die proses waardeur werknemers hulle eksterne, sigbare emosies reguleer in ‘n poging om aan die verwagte vertoon reëls van hul organisasie (spesifiek tot hulle werksrol) te voldoen (Brotheridge & Lee, 2003). ‘n Gerieflikheidsteekproef van 250 werknemers verbonde aan twee inbelkliëntedienssentrums van ‘n toonaangewende Suid Afrikaanse telekommunikasie maatskappy was genader om aan die navorsing deel te neem. Die respondente het drie vraelyste voltooi: die Maslach Uitbrandingsvraelys – Algemene Opname (Maslach Burnout Inventory – General Survey) (Maslach et al., 1996); die Emosionele Arbeid Skaal (Emotional Labour Scale) (Brotheridge & Lee, 2003); en die Swinburne Universiteit Emosionele Intelligensie Toets (Swinburne University Emotional Intelligence Test) (Palmer & Stough, 2001). Twee honderd en tien (210) respondente het die vraelyste voltooi en terugbesorg aan die navorser. Die bevindinge toon dat oppervlakkige toneelspel (“surface acting”) (‘n dimensie van EA) ‘n positiewe verwantskap het met emosionele uitputting, asook om dit te voorspel (nl. vermeerderde uitbranding). Omgekeerd, was diep toneelspel (“deep acting”) (‘n dimensie van EA) verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). EI het ‘n negatiewe verwantskap met oppervlakkige toneelspel maar ‘n positiewe verwantskap met diep toneelspel getoon, en het 20% van die variansie in diep toneelspel voorspel. Die resultate wys daarop dat mense met hoër EI meer waarskynlik diep toneelspel tegnieke sal gebruik, wat uitbranding vlakke sal beinvloed. Verder was EI verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). Emosionele bestuur (‘n dimensie van EI) het die grootste variansie in persoonlike bekwaamheid voorspel. Die resultate toon dat EI nie ‘n moderator in die verwantskap tusseen EA en uitbranding is nie. Ondanks hierdie bevinding, was daar genoeg bewyse gevind vir die waarde van die ontwikkeling van EI intervensies (wat diep toneelspel tegnieke bevorder) in die inbelsentrum bedryf. Dienstyd was positief verwant aan emosionele uitputting en negatief verwant aan diep toneelspel. Die resultate bewys dat EI intervensies in inbelsentrums nie net in die begin van ‘n werknemer se loopbaan geïmplementeer moet word nie, maar deur die hele loopbaan moet voortduur. Die beperkinge van die studie en voorstelle vir toekomstige navorsing is bespreek.

Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007. / The aim of this study was to explore the relationship between burnout, occupational stress and emotional intelligence (EI) in the nursing industry and to determine whether emotional intelligence is a moderator in the occupational stress and burnout relationship. The existence of these relationships was explored through a non-experimental controlled inquiry. The constructs were defined as follows: burnout, as a syndrome consisting of three components: Emotional Exhaustion, Depersonalisation and a Reduced sense of Personal Accomplishment (Maslach & Jackson, 1986); EI, as the capacity to effectively perceive, express, understand and manage emotions in a professional and effective manner at work (Palmer & Stough, 2001); and Occupational Stress, as an interaction of variables, which involve the relationship between a person and the environment, which is appraised by the individual as taxing or exceeding coping resources and threatening well-being (Schlebusch, 1998). A sample of 220 individuals was randomly selected from a specialist employment agency (in the medical industry) and consisted of two groups, overtime and contract staff, which included those that are contracted to a private hospital group through the employment agency or alternatively, individuals who are permanently employed by the hospital group, but work additional overtime through the agency (contract workers and overtime workers). Three levels were included (1) Registered Nurses, (2) Enrolled Nurses and (3) Auxiliary Nurses. The Maslach Burnout Inventory – Human Services Survey, the Sources of Work Stress Inventory and Swinburne University Emotional Intelligence Test were administered. A hundred and twenty two (122) respondents completed and returned the questionnaires...

Orientador: Ilda de Godoy / Coorientador: Maria José Trevisani Nitsche / Banca: Maria Andréia Garcia de Ávila / Banca: Deborah Maciel Cavalcanti Rosa / Resumo: Introdução: A Síndrome de burnout (SB) é a principal consequência do estresse profissional caracterizada pela exaustão emocional, redução da realização pessoal e despersonalização. Atinge com maior incidência os profissionais da saúde. Objetivos: Verificar a presença da Síndrome de burnout entre profissionais da área de Enfermagem nas Unidades de Terapia Intensiva de um Hospital Universitário e a existência de associação com o consumo de álcool e tabaco. Metodologia: Participaram 160 profissionais de Enfermagem de 04 Unidades de Terapia Intensiva de um Hospital Universitário, no período de Março de 2013 a Fevereiro de 2014. Utilizou-se um questionário estruturado, acrescido da história tabágica, Maslach Burnout Inventory, Alcohol Use Disorders Identification Test (AUDIT), Questionário de Dependência de Fagerström (QDF) e a mensuração do monóxido de carbono. Para as associações entre as variáveis categorizadas utilizou-se o teste qui-quadrado ou exato de Fisher. Resultados: A SB foi diagnosticada em 34 profissionais (04 Auxiliares, 22 Técnicos e 08 Enfermeiros) sendo a maioria do sexo feminino, casados e adultos jovens. 18 profissionais se declararam fumantes (01 auxiliar de Enfermagem, 12 Técnicos de Enfermagem e 05 Enfermeiros). 6,4% dos Auxiliares de Enfermagem, 50% Técnico de Enfermagem e 71,4% Enfermeiros bebiam moderado; 5,4% Auxiliar de Enfermagem e 14,3% Enfermeiros apresentaram padrão de beber de risco e somente 01 Técnico de Enfermagem possuía possível dependência de álcool. A SB se associou positivamente com tabagismo na UTI Adulto (p=0,0406). Considerações finais: A prevalência da SB, a ocorrência das dimensões da síndrome isoladamente, o consumo de álcool e tabaco mostrado pelos resultados deste trabalho sugerem que os serviços de Terapia Intensiva do Hospital das Clínicas de Botucatu necessitam de intervenções dos gestores dos serviços com a finalidade de cuidar da saúde dos... / Abstract: Introduction: Introduction: The burnout syndrome (BS) is the main result of professional stress characterized by emotional exhaustion, reduced personal accomplishment and depersonalization. It reaches with higher incidence healthcare professionals. Objectives: To determine the presence of burnout syndrome among professionals in the field of Nursing in the Intensive Care Unit in a university hospital and a possible association with consumption of alcohol and tobacco. Methodology: Participants were 160 nursing professionals from 04 intensive care unit of a university hospital in the period from March 2013 to February 2014. We used a structured questionnaire, plus the smoking history, Maslach Burnout Inventory, Alcohol Use Disorders Identification Test (AUDIT), Fagerström Dependence Questionnaire (QDF) and the measurement of carbon monoxide. For associations between categorical variables, we used Fisher's chi-square or Fisher exact test. Results: The SB was diagnosed in 34 workers (04 Auxiliary, 22 technicians and 08 nurses) most of them female, married and young adults. 18 professionals reported being smokers (01 Auxiliary Nursing, 12 nursing technicians and 05 nurses). 6.4% of Nursing Assistants, 50% Practical Nurses and Nurses 71.4% drank moderate; 5.4% Nursing Assistant and 14.3% Nurses scored default risk drinking and only 01 Practical Nurses had possible alcohol dependence. The SB was positively associated with smoking in adult ICU (p = 0.0406). Final considerations: The prevalence of SB, the occurrence of the dimensions of isolation syndrome, alcohol consumption and tobacco shown by the results of this study suggest that therapy services Botucatu Clinical Hospital intensive need interventions of managers of services for the purpose of caring for the health of their caregivers / Mestre

This work is engaged in signs of burnout synrome by teachers at secondary school in the region of South Bohemia. 48 schools were asked to cooperate on this reaserch. For this research was used standardized questionnaire Maslach Burnout Inventory. In this research took part in 111 respondents.