IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v17y2020i21p7738-d433349.html
   My bibliography  Save this article

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

Author

Listed:
  • Joana Duarte

    (Centre for Work Life and Evaluation Studies (CTA), Malmö University, 21119 Malmö, Sweden)

  • Hanne Berthelsen

    (Centre for Work Life and Evaluation Studies (CTA) & the Faculty of Odontology, Malmö University, 21119 Malmö, Sweden)

  • Mikaela Owen

    (Centre for Workplace Excellence, University of South Australia, Adelaide, SA 5001, Australia)

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.

Suggested Citation

  • Joana Duarte & Hanne Berthelsen & Mikaela Owen, 2020. "Not All Emotional Demands Are the Same: Emotional Demands from Clients’ or Co-Workers’ Relations Have Different Associations with Well-Being in Service Workers," IJERPH, MDPI, vol. 17(21), pages 1-15, October.
    • Handle: RePEc:gam:jijerp:v:17:y:2020:i:21:p:7738-:d:433349
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/17/21/7738/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/17/21/7738/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hanne Berthelsen & Hugo Westerlund & Gunnar Bergström & Hermann Burr, 2020. "Validation of the Copenhagen Psychosocial Questionnaire Version III and Establishment of Benchmarks for Psychosocial Risk Management in Sweden," IJERPH, MDPI, vol. 17(9), pages 1-22, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Alexandra Costa & Teresa Caldas de Almeida & Mónica Fialho & Célia Rasga & Hugo Martiniano & Osvaldo Santos & Ana Virgolino & Astrid Moura Vicente & Maria João Heitor, 2023. "Mental Health of Healthcare Professionals: Two Years of the COVID-19 Pandemic in Portugal," IJERPH, MDPI, vol. 20(4), pages 1-21, February.
    2. Yuxun Peng & Yuqing Shao & Ziyun Li & Ruian Cai & Xiaochen Bo & Chen Qian & Qiao Chu & Jiang Chen & Jianwei Shi, 2022. "Status and Determinants of Symptoms of Anxiety and Depression among Food Delivery Drivers in Shanghai, China," IJERPH, MDPI, vol. 19(20), pages 1-14, October.
    3. Romualdas Malinauskas & Mantas Grinevicius & Vilija Malinauskiene, 2022. "Burnout among Telecommunication Sales Managers," IJERPH, MDPI, vol. 19(18), pages 1-15, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Katarina Wijk & Eva L. Bergsten & David M. Hallman, 2020. "Sense of Coherence, Health, Well-Being, and Work Satisfaction before and after Implementing Activity-Based Workplaces," IJERPH, MDPI, vol. 17(14), pages 1-15, July.
    2. Teresa P. Cotrim & Pedro Bem-Haja & Anabela Pereira & Cláudia Fernandes & Rui Azevedo & Samuel Antunes & Joaquim S. Pinto & Flávio Kanazawa & Isabel Souto & Elisabeth Brito & Carlos F. Silva, 2022. "The Portuguese Third Version of the Copenhagen Psychosocial Questionnaire: Preliminary Validation Studies of the Middle Version among Municipal and Healthcare Workers," IJERPH, MDPI, vol. 19(3), pages 1-14, January.
    3. Andrea Eriksson & Lotta Dellve & Anna Williamsson & Katrin Skagert, 2022. "How Conditions and Resources Connected to Digital Management Systems and Remote Work Are Associated with Sustainable Work," IJERPH, MDPI, vol. 19(23), pages 1-11, November.
    4. Hanne Berthelsen & Tuija Muhonen & Gunnar Bergström & Hugo Westerlund & Maureen F. Dollard, 2020. "Benchmarks for Evidence-Based Risk Assessment with the Swedish Version of the 4-Item Psychosocial Safety Climate Scale," IJERPH, MDPI, vol. 17(22), pages 1-18, November.
    5. Anabela Pereira & Elisabeth Brito & Isabel Souto & Bruno Alves, 2022. "Healthcare Services and Formal Caregiver’s Psychosocial Risk Factors: An Observational Study," IJERPH, MDPI, vol. 19(9), pages 1-10, April.
    6. Işıl Karatuna & Mikaela Owen & Hugo Westerlund & Hanne Berthelsen, 2022. "The Role of Staff-Assessed Care Quality in the Relationship between Job Demands and Stress in Human Service Work: The Example of Dentistry," IJERPH, MDPI, vol. 19(19), pages 1-13, October.
    7. Frida Pilgaard & Anette Agardh & Per-Olof Östergren & Gisela Priebe, 2022. "Association between Experiences of Different Types of Harassment or Derogatory Treatment and Sexual Harassment among Employees at a Large Swedish University," IJERPH, MDPI, vol. 20(1), pages 1-16, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:17:y:2020:i:21:p:7738-:d:433349. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.