Dormann Christian, Zapf Dieter
Department of Psychology, Johann Wolfgang Goethe-University, Frankfurt, Germany.
J Occup Health Psychol. 2004 Jan;9(1):61-82. doi: 10.1037/1076-8998.9.1.61.
Although almost all literature on burnout implicitly assumes that burnout is primarily caused by stressful employee-customer interactions, only a few studies have addressed this empirically. A principal-components analysis of a newly developed instrument assessing various forms of customer-related social stressors (CSS) in 3 different service jobs (N = 591) revealed 4 themes of CSS: disproportionate customer expectations, customer verbal aggression, disliked customers, and ambiguous customer expectations. These 4 CSS predict burnout beyond a variety of control variables. Contrary to other predictors of burnout analyzed in previous studies, the amount of variance explained in exhaustion (14%) by the 4 CSS scales is not higher than for personal accomplishment (14%) and is considerably lower than for depersonalization (23%).
尽管几乎所有关于职业倦怠的文献都隐含地认为，职业倦怠主要是由员工与客户之间紧张的互动所导致的，但只有少数研究对此进行了实证研究。对一种新开发的工具进行主成分分析，该工具用于评估3种不同服务工作（N = 591）中各种形式的与客户相关的社会压力源（CSS），结果揭示了CSS的4个主题：客户期望过高、客户言语攻击、讨厌的客户以及模糊的客户期望。这4种CSS在控制了各种变量之后仍能预测职业倦怠。与之前研究中分析的职业倦怠的其他预测因素相反，这4种CSS量表在解释疲惫感方面所解释的方差量（14%）并不高于个人成就感方面（14%），且远低于去个性化方面（23%）。
