| Abstract [eng] |
Customer service representatives’ professional burnout and its relation to personal and job characteristics SUMMARY Customer service representatives often experience emotional strain at work – every day they have a lot of interactions with other people, they have to do their best in order to fulfill the requirements of organization and customers. The goal of this research – to evaluate the customer service representatives’ professional burnout (its dimensions) and its relation with personal and job characteristics. The tasks of the research: 1. evaluate the dimensions of professional burnout, 2. evaluate personal and job characteristics, 3. evaluate the relation between personal and job characteristics. In this research we used Maslach burnout inventory, stress coping questionnaires, professional self –efficacy scale, work load scale, interpersonal conflict scale, role conflict and role ambiguity scales, skill use at work scale, participation in decision making scale. 91 customer service representatives participated in this research. The results indicate that client service representatives experience medium burnout level (medium level emotional exhaustion, medium level personal accomplishment, low level of depersonalization). Emotional exhaustion and depersonalization correlated with these personal and job characteristics: emotional discharge stress coping strategy (positive correlation), interpersonal conflicts (positive correlation), role conflict (positive correlation) and role ambiguity (positive correlation). Personal accomplishment correlated with problem solving stress coping strategy (positive correlation), emotional discharge stress coping strategy (negative correlation), escapist stress coping strategy (positive correlation), professional self-efficacy (positive correlation), skill use (positive correlation), participation in decision making (positive correlation). Role conflict was significant predictor of emotional exhaustion and depersonalization, emotional discharge stress coping strategy was significant predictor of all three burnout dimensions. |
