Job Demands, Resources, Burnout, and Coping Mechanism Relationships

Abstract

This study seeks to determine which job demands (role ambiguity, role conflict, and role overload) and work or job resources (training, rewards, supervisory support, and service technology) are most closely associated with the three major components of burnout (emotional exhaustion, depersonalization, and reduced personal accomplishment). A related objective of the study is to ascertain which coping mechanisms seem to be relied on by frontline employees in dealing with the dysfunctional effects of burnout. Frontline bank employees in New Zealand serve as the study setting. Results and their implications are discussed and suggestions for future research are offered.

KEYWORDS:

• banking
• coping mechanisms
• employee survey
• job demands
• job resources

Notes

Note. Coefficients ≥ |.14| are significant at .01 or better level of significance.

Note. Coefficients ≥ |.12| are significant at .01 or better level of significance.