Job burnout in healthcare settings and productive organizations: Are call centres the most burn-out?
Journal title RISORSA UOMO
Author/s Laura Petitta, Simona Manno, Anna Concetta Rinaldi
Publishing Year 2013 Issue 2011/4 Language Italian
Pages 16 P. 467-482 File size 261 KB
DOI 10.3280/RU2011-004005
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This contribution has investigated job burnout and interpersonal strain by administering a self-report questionnaire to 1032 subjects from healthcare (503) and productive organizations (529), and, within the latter, 159 from a call centre. Two ANOVAs investigated the differences related respectively to the type of organization: (a) healthcare and productive organizations; (b) healthcare, call centres and other productive organizations. Surprisingly, healthcare organizations display lower levels of job burnout and interpersonal strain as compared to the productive organizations. Nevertheless, call centre’ operators, separated by the other productive organizations, displayed higher levels of job burnout and interpersonal strain as compared to employees from other productive organizations, and especially by those from the healthcare settings.
Lo studio ha indagato, attraverso un questionario self-report, il job burnout e il sovraccarico relazionale su 1032 soggetti appartenenti a organizzazioni socio-sanitarie (503), produttive (529), e nell’ambito di queste ultime, 159 appartenenti ad un call center. Due ANOVA hanno esaminato le differenze nelle variabili misurate, imputabili rispettivamente al tipo di organizzazioni: (a) socio-sanitarie e produttive; (b) socio-sanitarie, call center e altre organizzazioni produttive. Sorprendentemente, le organizzazioni sociosanitarie hanno riportato livelli più bassi di job burnout e sovraccarico relazionale rispetto alle produttive. Gli operatori dei call center, tuttavia, scorporati dalle altre organizzazioni produttive, hanno evidenziato livelli più alti di job burnout e sovraccarico relazionale, non solo rispetto agli impiegati delle altre organizzazioni produttive, ma soprattutto rispetto agli operatori socio-sanitari.
Keywords: Job burnout, interpersonal strain, call centres, healthcare settings, productive organizations.
Laura Petitta, Simona Manno, Anna Concetta Rinaldi, Job burnout in ambito socio-sanitario e produttivo: I call center sono i più bruciati? in "RISORSA UOMO " 4/2011, pp 467-482, DOI: 10.3280/RU2011-004005