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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 
Year:  2011 Issue: Language: Italian 
Pages:  16 Pg. 467-482 FullText PDF:  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.
Keywords: Job burnout, interpersonal strain, call centres, healthcare settings, productive organizations.

Laura Petitta, Simona Manno, Anna Concetta Rinaldi, Job burnout in healthcare settings and productive organizations: Are call centres the most burn-out? in "RISORSA UOMO " 4/2011, pp. 467-482, DOI:10.3280/RU2011-004005

   

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