Attention to the interpersonal components made it possible to extend the study of burnout in professions characterized by constant contact with the customers. Using the Job Demands (JD) - Job Resources (JR) Model, this study aims to investigate a) whether specific work and relational JD can predict exhaustion and depersonalization; b) whether JR relating to employment can predict personal accomplishment. Surveyed 350 high contact workers who were given a questionnaire composed of a) Maslach Burnout Inventory - General Survey; b) Organizational Check-Up System and c) Customer- related Social Stressors scales. The results show substantial predictability of JD than emotional exhaustion and depersonalization and of JR than personal accomplishment, suggesting specific interventions for the prevention of burnout in high contact professions.
Keywords: Burnout, Modello Domande-Risorse lavorative, stress lavoro-correlato, lavoro emotivo, sovraccarico lavorativo.