Aims: To analyze the association between psychosocial working conditions and burnout and its core component emotional exhaustion, a systematic literature review was undertaken including cohort studies, case–control studies, and randomized controlled trials. Methods: The literature search in Medline and PsycInfo was based on a defined search string and strict exclusion and inclusion criteria. Evaluation of the 5,599 initially identified search hits by two independent reviewers and a detailed quality assessment resulted in six methodologically adequate cohort studies considering the relationship between psychosocial working conditions and burnout (one study) as well as the burnout core component emotional exhaustion (five studies). Results: The results of our systematic review point to a relationship between psychosocial working conditions and the development of emotional exhaustion/burnout. Particularly high job demands seem to play a role in the development of emotional exhaustion. However, strong intercorrelations between workplace factors, as a matter of principle, make the identification of a single psychosocial workplace factor (being associated with an especially high or low risk of burnout) difficult. Conclusions: Multidimensional approaches including reduction of work demands, enhancement of decision latitude and improving the social climate might be promising for preventing burnout and emotional exhaustion. However, methodologically adequate intervention studies are urgently needed to prove the effectiveness of workplace interventions.

Syfte: Syftet med studien är att utifrån arbetstagares perspektiv förstå hur ledarens kontroll och förtroende påverkar den anställde. Metod: Studien är utformad utifrån en kvalitativ metod där vi har tillämpat en semistrukturerad intervjumetod. Vi har utfört intervjuer med tio stycken intervjupersoner vilka är aktiva inom fastighetsmäklarbranschen. Vid analyserande av det material vi fått in har vi använt oss av en tematisk analysmetod.  Resultat och slutsats: Studien visar att det existerar en kopplning mellan ledarens kontroll och förtroende för den anställde. Det som även framkommit av studien är att det finns olika former av kontroll som enligt de anställdas uppfattning har olika påverkan på ledarens förtroende för denne. Vår slutsats är att tvingande kontroll har en negativ påverkan på förtroendet medan lönsam och normativ kontroll har en positiv påverkan på förtroendet för den antsällde. Förslag till fortsatt forskning: Eftersom denna studie har varit en djupgående kvalitativ forskning anser vi att det vore av intresse att utföra en motsvarande studie genom en kvantitativ metod.Vi finner det även tänkvärt att utföra samma studie men med betydligt fler respondenter, vilket hade utökat trovärdigheten i slutsatserna. Vidare skulle studien bli mer djupgående och preciserad om de två inriktningarna skulle utforskats var för sig. För att skapa en större förståelse för vårt valda forskningsområde skulle samma studie fast ur ledarens perspektiv komma att vara mer omfattande.  Uppsatsens bidrag: Studien bidrar till den företagsekonomiska forskningen genom den kunskap som vi fått inom ledarskp och organisation. Denna forskning anser vi vara användbar för det specifika säljyrket fastighetsmäklare. Vi anser det eftersom studiens resultat kan ge en insikt för vad som är värt att eftersträva och arbeta vidare med inom ledarskap, för att motverka en dålig effekt av kontroll. Vi har förtydliggjort utifrån teori och analys att tvingande, lönsam samt normativ kontroll kan ha olika påverkan på ledarens förteoende för den anställde. Därför har studien även bidragit samt klargjort för hur de olika formerna av kontroll påverkar förtroendet. / Aim: The aim of this study is to on the basis of employees’ perspective create an understanding how the leader's control and trust affect the employee. Method: The study is designed based on a qualitative approach where we have applied a semi- structured interview method. We conducted interviews with 10 individuals who are active in the real estate broker. When analyzing the material we have used a thematic analysis. Result & Conclusions: The study shows that there exists a connection between the leader's control and trust in the employee. What also emerged from the study is that there are different forms of control which accordingly to the employees' perception have different impacts on the leader's trust in them. Our conclusion is that coercive control have a negative impact on trust, while remunerative and normative control has a positive impact on trust in the employee. Suggestions for future research: Because this study has been a profound qualitative research, we believe it would be interesting to conduct a similar study as a quantitative method.    We find it is also notable to perform the same study, but with significantly more respondents, which had increased the credibility of the conclusions. Further study would be more thorough and precise if the two approaches would be explored individually. In order to create a greater understanding within our chosen field of research, it would be more extensive to study the same subject but from the manager's perspective. Contribution of the thesis: The study contributes to the business economic research by the knowledge that we gained in the field of leadership and organization. This research, we consider to be useful for the specific sales profession of real estate brokers. We believe this because the study's results can give an insight of what is worth striving for whithin the field of leadership, to counteract the bad effect of control. We have clarified from theory and analysis to coersive, remenuretive and normative control has different effects on the leader's trust in the employee. Therefore, the study has also contributed and made it clear how the various forms of control affects trust.

This dissertation studies the outcomes that higher education courses and seminars in stress management have on the stress levels of pastors. It identifies stress level differences between a sample of pastors who have and who have not been trained in stress management. The instrument that was used to assess the levels of stress was the Maslach Burnout Inventory. The Inventory is a twenty-two item dual-rating instrument that measures the frequency and intensity of three aspects of the burnout syndrome: emotional exhaustion, depersonalization, and a lack of personal accomplishment. Demographic questions were used to determine the respondents' sex, age, education, and experience in the clergy. These questions were asked for descriptive purposes only. In addition, questions were asked that would determine whether or not the pastors had had stress management training.

Ce mémoire vise à vérifier l’effet modérateur de la relation d’encadrement LMX sur la relation entre les demandes du travail et l’épuisement émotionnel. Nous avons d’abord étudié la relation d’encadrement LMX et ses effets multiples, particulièrement sur le stress. Nous avons envisagé le LMX comme une ressource qui peut atténuer les effets des demandes du travail (conflit, surcharge et l’ambiguïté de rôle) sur l’épuisement émotionnel, et ce, avec comme fondement théorique le modèle des tensions du travail de Karasek (1979). Pour vérifier notre modèle, nous avons procédé à une analyse secondaire de données recueillies dans le cadre provenant d’une étude précédente réalisée à l’Institut de gériatrie de l’Université de Sherbrooke en 1996. Des analyses descriptives nous ont permis de valider deux de nos trois principales hypothèses à l’effet que le LMX agit comme modérateur sur la relation entre les demandes du travail et l’épuisement émotionnel. En effet, les résultats montrent que plus le LMX est de qualité, moins les relations entre le conflit de rôle et l’épuisement émotionnel ainsi qu’entre la surcharge de rôle et l’épuisement émotionnel sont significatives. Toutefois, nos résultats indiquent que plus le LMX est de qualité, plus l’effet de l’ambiguïté de rôle est relié à l’épuisement émotionnel. / This paper will demonstrate the moderating effect of the LMX relationship on the connection between job demands and emotional exhaustion. First, we examined the LMX relationship and its various effects, especially on stress. Based on the theoretical foundations of Karasek’s workplace stress model (1979), we considered LMX as a resource that can mitigate the effects of job demands (conflict, overload and role ambiguity) on emotional exhaustion. To validate our model, we conducted a secondary analysis of data gathered in a prior study at the Université de Sherbrooke’s geriatrics institute in 1996.Descriptive analyses allowed us to validate two of our three main hypotheses to the effect that LMX functions as a moderator in the relationship between job demands and emotional exhaustion. The results showed that the better quality the LMX, the less significant the relationship between role conflict and emotional exhaustion and between role overload and emotional exhaustion. The results also showed, however, that the better quality the LMX, the greater the effect of role ambiguity on emotional exhaustion.

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<p>The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRs‟ levels of job satisfaction and their intentions to quit from their jobs.</p>

Tyrimo tikslas – nustatyti subjektyviai suvokiamą atitikimą tarp asmens ir organizacijos vertybių skirtingose darbuotojų grupėse bei jo sąsajas su pasitenkinimu darbu ir emociniu išsekimu. Tyrime dalyvavo 133 (9 vyrai ir 124 moterys) valstybinės įstaigos darbuotojai. Tyrimo metodai: Cable ir DeRue sukurta subjektyviai suvokiamo atitikimo tarp asmens ir organizacijos skalė, Spector pasitenkinimo darbu klausimynas, emocinio išsekimo skalė iš Maslach ir Jackson sukurto klausimyno, taip pat buvo užduoti papildomi klausimai apie darbuotojų sociodemografines charakteristikas. Tyrimo rezultatai parodė, kad subjektyviai suvokiamas atitikimas tarp asmens ir organizacijose vertybių skirtingose darbuotojų amžiaus, gaunamo atlyginimo ir užimamų pareigų grupėse nesiskiria, tačiau skiriasi skirtinguose įmonės padaliniuose ir tarp skirtingas pareigas užimančių socialinio darbo padalinio darbuotojų. Taip pat rezultatai atskleidė, kad didesnis subjektyviai suvokiamas atitikimas tarp asmens ir organizacijos vertybių siejasi su didesniu darbuotojų pasitenkinimu darbu ir mažesniu emociniu išsekimu. / The aim of the study was to assess subjective person-organization values fit in different employees’ groups, and to determine subjective person-organization values fit’s impact on job satisfaction and emotional exhaustion. The subjects of the study were 133 (9 men, 124 women) employees from public organization. Methods: perceived fit scale from Cable and DeRue questionnaire about subjective fit, Spector’s Job Satisfaction Survey, emotional exhaustion scale from Maslach and Jackson Burnout Inventory, and additional questions about employees’ social and demographical characteristics. The results of the study showed that subjective person-organization value fit is similar in different employees’ age, wage, and position groups, but differs among separate departments and different positions in social work department. The results also revealed that higher subjective person-organization values fit is related to higher level of job satisfaction and lower level of emotional exhaustion among employees.

<p>The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRs‟ levels of job satisfaction and their intentions to quit from their jobs.</p>

Ce mémoire vise à vérifier l’effet modérateur de la relation d’encadrement LMX sur la relation entre les demandes du travail et l’épuisement émotionnel. Nous avons d’abord étudié la relation d’encadrement LMX et ses effets multiples, particulièrement sur le stress. Nous avons envisagé le LMX comme une ressource qui peut atténuer les effets des demandes du travail (conflit, surcharge et l’ambiguïté de rôle) sur l’épuisement émotionnel, et ce, avec comme fondement théorique le modèle des tensions du travail de Karasek (1979). Pour vérifier notre modèle, nous avons procédé à une analyse secondaire de données recueillies dans le cadre provenant d’une étude précédente réalisée à l’Institut de gériatrie de l’Université de Sherbrooke en 1996. Des analyses descriptives nous ont permis de valider deux de nos trois principales hypothèses à l’effet que le LMX agit comme modérateur sur la relation entre les demandes du travail et l’épuisement émotionnel. En effet, les résultats montrent que plus le LMX est de qualité, moins les relations entre le conflit de rôle et l’épuisement émotionnel ainsi qu’entre la surcharge de rôle et l’épuisement émotionnel sont significatives. Toutefois, nos résultats indiquent que plus le LMX est de qualité, plus l’effet de l’ambiguïté de rôle est relié à l’épuisement émotionnel. / This paper will demonstrate the moderating effect of the LMX relationship on the connection between job demands and emotional exhaustion. First, we examined the LMX relationship and its various effects, especially on stress. Based on the theoretical foundations of Karasek’s workplace stress model (1979), we considered LMX as a resource that can mitigate the effects of job demands (conflict, overload and role ambiguity) on emotional exhaustion. To validate our model, we conducted a secondary analysis of data gathered in a prior study at the Université de Sherbrooke’s geriatrics institute in 1996.Descriptive analyses allowed us to validate two of our three main hypotheses to the effect that LMX functions as a moderator in the relationship between job demands and emotional exhaustion. The results showed that the better quality the LMX, the less significant the relationship between role conflict and emotional exhaustion and between role overload and emotional exhaustion. The results also showed, however, that the better quality the LMX, the greater the effect of role ambiguity on emotional exhaustion.

Magister Administrationis - MAdmin / The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRs' levels of job satisfaction and their intentions to quit from their jobs. / South Africa