The relationship between burnout and role identity among client service employees

Burnout, characterised by feelings of emotional exhaustion, depersonalisation and reduced personal accomplishment can prove detrimental to both the individual employee and the organisation. These negative effects can significantly affect the service culture of client service organisations, since research has shown that burnout amongst front-line service employees can result in these employees displaying negative feelings and behaviour towards their clients and co-workers (Yagil, 2006: 259). Research into antecedents of burnout has primarily focused on organisational and job variables, such as role conflict, role ambiguity, work overload and lack of social support. The present study departed from this tradition by focusing on the relationship between role identities (subjective perceptions) and burnout amongst 100 client service employees in three client service organisations in South Africa. The research was informed by previous studies that suggest that client service employees who feel subordinate to the client and powerless in their interactions with the client may display higher levels of burnout than those who feel in control of the service relationship (Buunk, Peiro, Rodriguez&Bravo, 2007; Vanheule&Verhaeghe, 2004). By applying a sequential mixed-methods approach consisting of a quantitative and a qualitative phase, the research explored the differences in role identities of client service employees who measure higher on burnout with the role identities of client service employees who measure lower on burnout. In the quantitative phase, a survey questionnaire incorporating the Maslach Burnout Inventory – Human Services Survey (Maslach&Jackson, 1996) and a modified version of the Burke-Tully role-identity measurement (Burke&Tully, 1977) was used. The quantitative phase was followed by a qualitative phase consisting of semi-structured interviews with eight higher burnout and nine lower burnout employees. The quantitative data were analysed by means of Maximum Likelihood Factor Analysis (MLFA) with Direct Quartimin rotation, analysis of variance (ANOVA) and Pearson and Spearman correlation analysis. The analysis of qualitative data proceeded through a process of open, axial and selective coding as suggested by Miles and Huberman (1994). Both the quantitative and qualitative data are interpreted within the conceptual framework developed, and a number of findings are presented. Analysis of the quantitative data shows that the Maslach Burnout Inventory (MBI) items load on two, instead of the three factors as conceptualised by Maslach and Jackson (1986). One of the two factors corresponds to the reduced personal accomplishment subscale. The other factor comprises items from both the emotional exhaustion and depersonalisation subscales. The two subscales derived from the factor analysis were then correlated with client service employees‟ descriptions of self in role, counter-role and self in relation to the client descriptions on the bipolar adjective scales. This analysis revealed a number of significant correlations − suggesting a difference in the role identities of client service employees who measure higher on burnout when compared with client service employees who measure lower on burnout. For instance, higher levels of burnout are associated with feeling weak, powerless, unhelpful, inconsiderate, not respected and unimportant. The more rigid, impatient and inconsiderate the client is perceived to be, the higher the levels of experienced burnout. The qualitative data reveal that the role identities of higher burnout employees differ from the role identities of lower burnout employees. While higher burnout employees regard themselves as subordinate to and powerless against the client, lower burnout respondents define themselves as superior to and more knowledgeable than the client. Lower burnout employees are able to exert a level of control and power over the client, while higher burnout employees feel controlled by the client. The qualitative research also illustrates how role identities inform behaviour which may contribute to the development of burnout. The role identities of lower burnout employees also enable self-verification, while the role identities of higher burnout client service employees inhibit self-verification. The study introduces the concept of role identity as an important variable to consider in the development of burnout and links the development of client service role identities to organisational client discourse. In so doing, the study has provided organisational theorists and practitioners with a further point of intervention with which to reduce burnout in client service settings. The study has also developed a conceptual framework, derived from the literature and supported by both qualitative and quantitative findings, that shows how role identity can contribute to role-related attitudes and behaviours that could lead to or inhibit the development of burnout. The study is therefore not merely descriptive in nature, but provides a tentative explanatory framework linking burnout and role identity and exploring the mechanisms by virtue of which this relationship exists. The dissertation concludes with recommendations as to how organisational client discourse may be framed so as to facilitate the creation of role identities which empower the employee in relation to the client. By facilitating the development of empowered client service employees, organisations could greatly reduce levels of experienced burnout. As a result, organisational performance will improve, since lower levels of burnout are associated with reduced absenteeism, increased job satisfaction and commitment to the organisation and improved relationships with clients.Thesis (PhD)--University of Pretoria, 2010.Human Resource Managementunrestricte

Serving up the self : role identity and burnout in client service environments

CITATION: Steyn, C. & De Klerk, J. J. 2015. Serving up the self : role identity and burnout in client service environments. SA Journal of Industrial Psychology / SA Tydskrif vir Bedryfsielkunde, 41(1):1-12, doi: 0.4102/sajip.v0i0.301.The original publication is available at http://www.sajip.co.zaOrientation: Whilst the limited investigations into the relationship between identity and burnout have made an important contribution to our understanding of the development of burnout, further research is required to gain a deeper understanding of how the processes associated with the construction and enactment of a specific identity could contribute to burnout amongst client service employees. Research purpose: The purpose of this research was to explore whether levels of burnout amongst client service employees are associated with the manner in which they define and enact the client service role identity. Motivation for the study: The negative effects of burnout amongst client service employees can be particularly devastating for client service organisations. A deeper understanding of the causes of burnout amongst client service employees is therefore essential if we wish to reduce the significant costs associated with burnout in this environment. Research approach, design and method: The research strategy comprised a qualitative design consisting of semi-structured interviews. Main findings: The results of the study indicate that the role identities of higher burnout client service employees differ from the role identities of lower burnout client service employees. Lower burnout employees view the client relationship as a partnership and experience a high level of self-verification when dealing with their clients. Higher burnout employees, on the other hand, describe themselves as subordinate to the client and exhibit strong feelings of defeat and failure when interacting with their clients. Practical implications/managerial implications: The study shows that if client service organisations wish to reduce the detrimental effects of burnout in the workplace, they need to pay careful attention to the way in which their client service employees perceive themselves in relation to the client. Since client service employees construct role identities in response to the dominant discourse of the organisation, client service organisations should exercise caution in how they define and refer to the client-employee interaction through this discourse. Contribution/value-add: The article makes a number of practical recommendations, which, if implemented by client service organisations, should result in lower levels of burnout, increased productivity and improved client relations. One such recommendation requires client service organisations to reframe their client discourses in such a way that client service employees are referred to as knowledge experts that are valued by their organisations.AFRIKAANSE OPSOMMING: Geen opsomming beskikbaarhttp://www.sajip.co.za/index.php/sajip/article/view/1279Publisher's versio

Eliciting student feedback for course development: the application of a qualitative course evaluation tool among business research students

Student evaluations of teaching and learning are playing an increasingly important role in the delivery of high-quality, student-centred education. Insights into student perceptions of their learning experience provide important information that can be used to inform course design and development. The majority of course evaluations take the form of quantitative surveys, but research suggests that a reliance on survey data alone can be problematic from a teaching and learning perspective. Qualitative course evaluations have been cited as a viable alternative to quantitative evaluations, but less research has been conducted into their efficacy when compared to quantitative evaluations. The study on which this article reports attempted to contribute to addressing this shortcoming by describing and assessing a novel approach to eliciting qualitative feedback from students in a research methodology course at a higher education institution in South Africa. Conventional content analysis was used to analyse the qualitative feedback received from students. The qualitative course evaluation approach was then appraised in terms of the degree to which it has the potential to overcome the shortcomings associated with quantitative course evaluations and the extent to which the information gathered could be used to improve the design and delivery of the academic programme

Work value change in South Africa : its nature, direction and distribution between 1990 and 2001

Thesis (MPhil)--University of Stellenbosch, 2002.ENGLISH ABSTRACT: Recent literature on values suggests that advanced, industrial societies are displaying a marked shift away from traditional values that stress material prosperity, physical and economic security towards values that are more expressive of individual freedom, autonomy and growth. According to Inglehart, forces of modernisation and globalisation have initiated a number of systemic level changes, that have ushered in processes of objective and subjective individualisation, dramatically altering the nature and structure of human value orientations and societal norms. Work values, as expressions of general life values in the work context, are no exception to this process. In the new world of work, intrinsic work values that stress personal growth, development and self-determination should gradually replace extrinsic work values such as good pay, job security and status. An understanding of the nature, direction and distribution of such value change could prove invaluable to the organizational practitioner and policy maker, since work values playa pivotal role in shaping organisational structure, process and policy. According to Inglehart, a number of developing countries are displaying similar shifts towards individualised values. Although classified as a middle-income, developing economy, South Africa has undergone a number of prolific economic, political and cultural changes over the last decade that would undoubtedly have altered the nature, direction and distribution of work values in the country. It is in the light of these political, economic and cultural developments that the current study embarked on an analysis of the nature, direction and distribution of work value change in South Africa between 1990 and 2001. The analysis was informed by the proposition that the work values of South Africans citizens should reflect a shift in the direction of individualised work values between 1990 and 2001. South Africans have, however, been exposed to and socialized within vastly different social, economic and political environments. The study has therefore taken cognisance of the fact that work value change in South Africa should reflect the stark cleavages and differences that exist within the population, and attempted to plot the differences in the nature and direction of work values between the various social categories defined by race, gender, educational and occupational level. The secondary analysis of survey data from the South African components of the 1990, 1995 and 2001 World Values Survey was performed in order to fulfil the objectives of the study. Work values of South African citizens were measured in terms of four dimensions, namely work centrality; work values relating to the distribution of power in the organization; work values relating to work preferences; and work values relating to authority systems in the workplace. Use was made of simple uni-variate and bi-variate analysis, as well as the comparison of means where appropriate. The results of the analysis suggest that work values relating to work centrality and the distribution of power in the organisation have become increasingly individualised. Work values relating to work preferences and authority have, however, displayed a trend in opposition to individualisation. Comparisons of work value change across the various sub-groups of the population reflect the changing economic, social and political landscape of South Africa. The data suggests that as various sub-groups of the population are exposed to the systemic level changes characteristic of the new South Africa, traditional value differences informed by race, gender, educational and occupational level will be gradually transformed and replaced by new value patterns untainted by the inequalities of the apartheid era. The analysis concludes by examining a number of explanations for the value changes described, and attempts to infer implications for the formulation and implementation of workplace policy and practice in South Africa. The high and increasing levels of unemployment and the increasing participation of women and previously excluded racial groupings into the South African labour market have increased perceptions of job insecurity in South Africa and have resulted in an expanding number of South Africans placing increased emphasis on traditional work preferences and systems of authority. Should this trend persist, the development of individualised work values will continue to be hindered, rendering the South African business environment less competitive and increasingly fraught with high levels of distrust and uncertainty. We suggest, therefore, that human resource practitioners and policy makers embark on the challenging task of reframing individual perceptions surrounding the meaning of work in South Africa, so as to better prepare South Africans for the challenges brought about by the new world of workAFRIKAANSE OPSOMMING: Onlangse literatuur oor waardes dui daarop dat vooruitstrewende industriële gemeenskappe 'n merkbare verskuiwing toon weg van tradisionele waardes wat materialistiese welvaart, tasbare en ekonomiese sekuriteit beklemtoon, na waardes wat groter klem lê op individuele vryheid, outonomie en ontwikkeling. Volgens Inglehart het kragte van modernisering en globalisering 'n aantal sistemiese veranderinge teweeg gebring wat op hul beurt prossesse van objektiewe en subjektiewe individualisasie ingelei het en wat aanleiding gegee het tot 'n dramatiese verandering in die aard en struktuur van menslike waarde-orientasies en gemeenskapsnorme. Werkwaardes as uitdrukking van algemene lewenswaardes in die werkkonteks is nie 'n uitsondering in die proses nie. In die nuwe wêreld van werk behoort intrinsieke waardes wat persoonlike groei, ontwikkeling en selfbeskikking beklemtoon, geleidelik ekstrinsieke waardes soos goeie besoldiging, werksekuriteit en status te vervang. 'n Begrip van die aard, rigting en verspreiding van sodanige waarde-verandering kan van onskatbare waarde wees vir die organisatoriese praktisyn en beleidmaker aangesien werkswaardes 'n sentrale rol speel in die vorming van organisatoriese struktuur, prosesse en beleid. Volgens Inglehart vertoon 'n aantalontwikkelende lande 'n soortgelyke verskuiwing na geïndividualiseerde waardes. Alhoewel Suid-Afrika as 'n middel inkomste ontwikkelende ekonomie geklassifiseer word, het dit die afgelope dekade 'n verskeidenheid van ekonomiese, politieke en kulturele veranderinge ondergaan wat ongetwyfeld die aard, rigting en verspreiding van werkswaardes beïnvloed het. Met hierdie politieke, ekonomiese and kulturele ontwikkelinge as agtergrond, onderneem hierdie studie 'n analise van die aard, rigting en verspreiding van die verandering in werkswaardes in Suid-Afrika tussen 1990 en 2001. Die analise is in die veronderstelling dat die werkswaardes van die Suid-Afrikaanse gemeenskap 'n verskuiwing in die rigting van geïndividualiseerde werkswaardes sal weerspieël tussen 1990 en 2001. Suid-Afrikaners is egter blootgestel aan verskillende sosiale, ekonomiese en politieke omgewings. Die studie neem dus kennis van die feit dat werkswaarde-veranderinge in Suid- Afrika die skeiding en verskille wat voorgekom het in die bevolking sal weerspieël en poog om die verskille in die aard en rigting van werkswaardes te demonstreer tussen die verskillende kategorieë gedefinieer volgens ras, geslag, opvoedings- en beroepsvlak. Die sekondêre analise van opname data van die Suid Afrikaanse komponente van die 1990, 1995 en 2001 "World Values Survey" is ontleed ten einde uitvoering te gee aan die doelstellings van die studie. Werkwaardes van Suid-Afrikaners is gemeet aan die hand van vier dimensies, nl. werksentraliteit; werkswaardes wat verband hou met die verspreiding van mag in die organisasie; werkswaardes wat verband hou met werksvoorkeure, en werkswaardes wat gerig is op gesagstelsels in die werkplek. Gebruik is gemaak van enkelvariansie en dubbelvariansie analise asook die vergelyking van middelpunt, waar van toepassing. Die resultate van die ondersoek dui daarop dat werkswaardes wat verband hou met werksentraliteit en die verspreiding van mag in die organisasie toenemend geïndividualiseerd geraak het. Werkswaardes verwant aan werksvoorkeure en gesag demonstreer egter 'n duidelike neiging in stryd met individualisasie. Vergelyking van werkswaarde-veranderinge oor die verskillende sub-groepe van die bevolking weerspieël die veranderende ekonomiese, sosiale en politieke landskap van Suid-Afrika. Die data dui aan dat soos verskillende sub-groepe van die bevolking blootgestel word aan die sistemiese-vlak veranderings eie aan die nuwe Suid-Afrika, tradisionele waarde-verskille as gevolg van ras, geslag, opvoeding- en beroepsvlak, geleidelik sal verander en vervang word deur nuwe waarde-oriëntasies onbevlek deur die ongelykhede van die apartheidsera. Die analise sluit af deur 'n aantal verduidelikings vir die waarde-veranderings te ondersoek en poog om implikasies af te lei vir die formulering en implementering vir werkplekbeleid en praktyk in Suid-Afrika. Die hoë en steeds toenemende vlakke van werkloosheid, die toenemende toetrede van vrouens en voorheen benadeelde rassegroeperings tot die Suid Afrikaanse arbeidsmark het die persepsie van lae werksekuriteit in Suid-Afrika verhoog en het tot gevolg dat 'n toenemende aantal Suid-Afrikaners groter klem plaas op tradisionele werksvoorkeure en sisteme van gesag. Sou die tendens voortduur, sal dit die ontwikkeling van geïndividualiseerde werkswaardes belemmer, wat tot gevolg sal hê dat die Suid-Afrikaanse besigheidsomgewing minder kompeterend sal wees, met toenemende vlakke van wantroue en onsekerheid. Ek stel dus voor dat menslike hulpbron praktisyns en beleidsmakers begin met die uitdagende taak om individuele persepsies te beïnvloed met betrekking tot die betekenis van werk in Suid-Afrika ten einde Suid-Afrikaners beter voor te berei vir die uitdagings daargestel deur die nuwe wêreld van werk

Aggregated Mycobacterium tuberculosis Enhances the Inflammatory Response

Mycobacterium tuberculosis (Mtb) bacilli readily aggregate. We previously reported that Mtb aggregates lead to phagocyte death and subsequent efficient replication in the dead infected cells. Here, we examined the transcriptional response of human monocyte derived macrophages to phagocytosis of aggregated Mtb relative to phagocytosis of non-aggregated single or multiple bacilli. Infection with aggregated Mtb led to an early upregulation of pro-inflammatory associated genes and enhanced TNFα signaling via the NFκB pathway. These pathways were significantly more upregulated relative to infection with single or multiple non-aggregated bacilli per cell. Phagocytosis of aggregates led to a decreased phagosome acidification on a per bacillus basis and increased phagocyte cell death, which was not observed when Mtb aggregates were heat killed prior to phagocytosis. Mtb aggregates, observed in a granuloma from a patient, were found surrounding a lesion cavity. These observations suggest that TB aggregation may be a mechanism for pathogenesis. They raise the possibility that aggregated Mtb, if spread from individual to individual, could facilitate increased inflammation, Mtb growth, and macrophage cell death, potentially leading to active disease, cell necrosis, and additional cycles of transmission.</jats:p