Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to explore the relationships between emotional intelligence, burnout and absenteeism of bus drivers in the scheduled public bus services industry. A controlled inquiry of non-experimental research was used. In addition, correlational and multivariate research, as a form of relational research, was employed to explore the relationships between the three constructs. The constructs were defined as follows: emotional intelligence as the basic capacity of a person to identify and utilise emotion (Goleman, 1998); burnout as a syndrome consisting of three negative response patterns which include: emotional exhaustion, depersonalisation and diminished personal accomplishment. (Maslach & Jackson 1986, in Schaufeli & Buunk, 2003) and absenteeism as the average numbers of days a driver was absent from work. A sample of 245 bus driver employees was drawn from the depots of Golden Arrow Bus Services (Pty) Ltd. The Swinburne Emotional Intelligence Test (Palmer & Stough, 2001) and the Copenhagen Burnout Inventory (Kristensen, Borritz, Villadsen & Christensen, 2005) were administered. The results showed that there was a moderate negative relationship between emotional intelligence and burnout. Emotional management (a dimension of emotional intelligence) was negatively related to all three the dimensions of burnout namely personal burnout, work burnout and client burnout (a dimension of burnout), indicating that where bus drivers are capable of managing emotions, levels of burnout would typically decrease. In exploring the relationship between the dimensions of emotional intelligence and absenteeism, no statistically significant relationships were found. In exploring the different dimensions of burnout in their relationship to absenteeism, it did however indicate a small, yet significant positive relationship between work-related burnout and absenteeism. This suggested that bus drivers with a low score in terms of work-related burnout would experience less absenteeism. The limitations of the study and recommendations for future research were discussed. / AFRIKAANSE OPSOMMING: Die doel van die studie was om die verwantskap tussen emosionele intelligensie, uitbranding en afwesigheid van busdrywers in die geskeduleerde publieke busbedryf te ondersoek. Daar is gebruik gemaak van 'n nie-eksperimentele navorsingsontwerp (nl. 'n verkennende opnamestudie) ten einde die verband tussen die konstrukte en hul subdimensies te ondersoek. Daarbenewens is korrelatiewe en meerveranderlike navorsing gebruik as 'n vorm van relasionele navorsing om die verhouding tussen die drie konstrukte te ondersoek. Die konstrukte is soos volg gedefinieer: emosionele intelligensie as die basiese kapasiteit van 'n persoon om emosie te identifiseer en te gebruik (Goleman, 1998); uitbranding as 'n sindroom bestaande uit drie negatiewe responskomponente: emosionele uitputting, depersonalisasie en veminderde gevoel van persoonlike bekwaamheid (Maslach & Jackson 1986, in Schaufeli & Buunk, 2003) en afwesigheid as die gemiddelde hoeveelheid dae wat 'n drywer afwesig was by die werk. 'n Steekproef van 245 busdrywers verbonde aan Golden Arrow Bus Services (Edms) Bpk is geneem. Die respondente het die twee vraelyste, nl. die Swinbume Emotional Intelligence Test (Palmer & Stough, 2001) en die Copenhagen Bumout Inventory (Kristensen, Borritz, Villadsen & Christensen, 2005) voltooi. Die resultate wys dat daar 'n matige negatiewe verhouding bestaan tussen emosionele intelligensie en uitbranding. Die bestuur van emosies, 'n onderafdeling van uitbranding, is negatief verbind aan al drie die onderafdelings van uitbranding nl. persoonlike uitbranding, werksuitbranding en klientuitbranding. Dit dui daarop dat waar busdrywers bevoeg is om hul emosies te bestuur, vlakke van uitbranding tipies sal verminder. In die ondersoek na die verhouding tussen emosionele intelligensie en afwesigheid is geen betekenisvolle statistiese verhoudings geidentifiseer nie. In die ondersoek na die verhouding tussen die onderafdelings van uitbranding en afwesigheid, is 'n klein, dog betekenisvolle, positiewe verhouding geidentifiseer tussen werksuitbranding en afwesigheid. Dit suggereer dat busdrywers met 'n lae werksuitbrandingsvlak minder afwesig sal wees. Die beperkinge van die studie en voorstelle vir toekomstige navorsing is bespreek.

This study was carried out in order to gain an understanding of work engagement among bus drivers in Zimbabwe. The study seeks to assess work engagement, job satisfaction, happiness and burnout in terms of relationships, significant differences and lived experiences among bus drivers in Harare (Zimbabwe). Further investigation is done to determine whether job demands and job resources are strong predictors for the relationship between work engagement, happiness, job satisfaction and burnout. Thus findings in this study are significant in that they provide insight into the well-being of bus drivers and its impact on employee work engagement. The study entails a mixed method to research. For the qualitative part of this study semi structured interviews were be used in data collection. Questionnaires are used for the quantitative part of the study. The research instruments were based on the stated objectives as a guide of what to include and leave in the research instrument. For the Questionnaires, the shortened version of the Utrecht Work Engagement Scale (UWES), the Minnesota Satisfaction Questionnaire (MSQ), the Work-related Flow inventory (WOLF), the Oldenburg Burnout Inventory (OLBI) and the Job Demands Resources Scale and is adopted. Results showed practically and statistically significant positive relationships between variables of work engagement, work happiness, job satisfaction and job resources. However, burnout had practically and statistically significant negative relationships, of medium effect, with variables of work engagement, work happiness and job satisfaction. A possible explanation for this is that when employees withdraw mentally as a result of burnout, their work engagement levels will decrease. Job demands and job resources are strong predictors of work engagement, work happiness, job satisfaction and burnout. A possible explanation for the results is the organisational citizenship and commitment among the employees. Results indicated that all the demographic variables (such as different age groups, education level attained, tenure, bus ranks and marital status) had a significant difference with regards to total work engagement, job satisfaction, overall happiness, overall job resources and overall burnout. The bus drivers were engaged, happy and satisfied with their jobs in spite of the stressors. A possible explanation of the results could be the buffering effect job resources had on job demands. The tickets from the police’, peak hours’ and bad weather were sum of the stressors leading to burnout. However, positive attitudes and stress coping strategies led the bus drivers to be happy in spite of the stressors. Themes such as good working environment, socialising at work and supportive co- workers emerged on job resources. A limitation of the present study is its cross-sectional character. However, despite these limitations, the present findings have important implications for both future research and practice. For instance future research should be longitudinal. Furthermore future research efforts should focus on the different aspects of job demands and resources inclusive of rewards, work overload, growth opportunities, social support, organisational support, job security and job advancement. This information is useful because it will allow managers and organisations to adjust jobs, training, and the work environment based on the factors that contribute the most to workplace happiness, job satisfaction and work engagement. Results in this study suggest that recovery from burnout help individuals to cope with job demands and to create new resources. These findings suggest that organisations should provide employees with facilities to recover and promote the development of leisure activities to help them overcome the daily strains of work. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Durban, 2012.