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Antecedents and Consequences of Emotional Exhaustion in the Airline Reservations Service Sector:

Antecedents and Consequences of Emotional Exhaustion in the Airline Reservations Service Sector: The present study investigated several potential antecedents and consequences of emotional exhaustion in a sample (N = 859) of computer-monitored telephone reservation agents. The agents performed their tasks in an environment characterized by tight managerial control and relatively little decision-making latitude. The results of regression analyses indicated that job satisfaction, job-related tension, age, and tenure on the job were each uniquely associated with reports of exhaustion. Exhaustion was, in turn, significantly related to intentions to leave, absenteeism, and actual job change. Supplemental causal modeling of the data using LISREL VI suggested that the implied causal linkages between emotional exhaustion and these outcomes provided a reasonable, albeit imprecise representation of the data. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Relations SAGE

Antecedents and Consequences of Emotional Exhaustion in the Airline Reservations Service Sector:

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References (19)

Publisher
SAGE
Copyright
Copyright © 2019 by The Tavistock Institute
ISSN
0018-7267
eISSN
1741-282X
DOI
10.1177/001872679104400604
Publisher site
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Abstract

The present study investigated several potential antecedents and consequences of emotional exhaustion in a sample (N = 859) of computer-monitored telephone reservation agents. The agents performed their tasks in an environment characterized by tight managerial control and relatively little decision-making latitude. The results of regression analyses indicated that job satisfaction, job-related tension, age, and tenure on the job were each uniquely associated with reports of exhaustion. Exhaustion was, in turn, significantly related to intentions to leave, absenteeism, and actual job change. Supplemental causal modeling of the data using LISREL VI suggested that the implied causal linkages between emotional exhaustion and these outcomes provided a reasonable, albeit imprecise representation of the data.

Journal

Human Relations – SAGE

Published: Apr 22, 2016

Keywords: emotional exhaustion,absenteeism,job change,job tension

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