3,045
Views
1
CrossRef citations to date
0
Altmetric
Articles

Compassion towards clients: a scale and test on frontline workers’ burnout

& ORCID Icon

References

  • Atkins, P. W., & Parker, S. K. (2012). Understanding individual compassion in organizations: The role of appraisals and psychological flexibility. Academy of Management Review, 37(4), 524–546. https://doi.org/10.5465/amr.2010.0490
  • Bhanot, S. P., & Linos, E. (2020). Behavioral public administration: Past, present, and future. Public Administration Review, 80(1), 168–171. https://doi.org/10.1111/puar.13129
  • Cassell, E. J. (2002). Compassion. In C. R. Synder, & S. J. Lopez (Eds.), Handbook of positive psychology (pp. 434–445). Oxford University Press.
  • Davis, M. H. (1980). A multidimensional approach to individual differences in empathy. JSAS Catalog of Selected Documents in Psychology.
  • de Boer, N. (2019). Street-level enforcement style: A multidimensional measurement instrument. International Journal of Public Administration, 42(5), 380–391. https://doi.org/10.1080/01900692.2018.1465954
  • DeVellis, R. F. (2016). Scale development: Theory and applications (Vol. 26). Sage.
  • Dörrenbächer, N. (2017). Europe at the frontline: Analysing street-level motivations for the use of European Union migration law. Journal of European Public Policy, 24(9), 1328–1347. https://doi.org/10.1080/13501763.2017.1314535
  • Dowling, T. (2018). Compassion does not fatigue. The Canadian Veterinary Journal, 59(7), 749.
  • Edlins, M. (2019). Developing a model of empathy for public administration. Administrative Theory & Praxis, 1–20. https://doi.org/10.1080/10841806.2019.1700459
  • Eisenberg, N. (2000). Emotion, regulation, and moral development. Annual Review of Psychology, 51(1), 665–697. https://doi.org/10.1146/annurev.psych.51.1.665
  • Eisenberg, N., Fabes, R. A., Murphy, B., Karbon, M., Maszk, P., Smith, M., O'Boyle, C., & Suh, K. (1994). The relations of emotionality and regulation to dispositional and situational empathy-related responding. Journal of Personality and Social Psychology, 66(4), Article 776. https://doi.org/10.1037/0022-3514.66.4.776
  • Eisenberg, N., Van Schyndel, S. K., & Hofer, C. (2015). The association of maternal socialization in childhood and adolescence with adult offsprings’ sympathy/caring. Developmental Psychology, 51(1), 7. https://doi.org/10.1037/a0038137
  • Eldor, L. (2018). Public service sector: The compassionate workplace—The effect of compassion and stress on employee engagement, burnout, and performance. Journal of Public Administration Research and Theory, 28(1), 86–103. https://doi.org/10.1093/jopart/mux028
  • Field, A. (2013). Discovering statistics using IBM SPSS statistics. Sage.
  • Gilbert, P., Catarino, F., Duarte, C., Matos, M., Kolts, R., Stubbs, J., Ceresatto, L., Duarte, J., Pinto-Gouveia, J., & Basran, J. (2017). The development of compassionate engagement and action scales for self and others. Journal of Compassionate Health Care, 4(1), 4.
  • Goetz, J. L., Keltner, D., & Simon-Thomas, E. (2010). Compassion: An evolutionary analysis and empirical review. Psychological Bulletin, 136(3), 351–374. https://doi.org/10.1037/a0018807
  • Gofen, A., Moseley, A., Thomann, E., & Weaver, R. K. (in press). Behavioural governance in the policy process: Comparative multi-level perspectives. Special Issue Journal of European Public Policy.
  • Guy, M. E., Newman, M. A., & Mastracci, S. H. (2014). Emotional labor: Putting the service in public service. Routledge.
  • Hasenfeld, Y. (1983). Human service organizations. Prentice-Hall, Inc.
  • Hill, M., & Hupe, P. (2014). Implementing public policy. Sage.
  • Hsieh, C. W., Yang, K., & Fu, K. J. (2012). Motivational bases and emotional labor: Assessing the impact of public service motivation. Public Administration Review, 72(2), 241–251. https://doi.org/10.1111/j.1540-6210.2011.02499.x
  • Jensen, D. C., & Pedersen, L. B. (2017). The impact of empathy—explaining diversity in street-level decision-making. Journal of Public Administration Research and Theory, 27(3), 433–449. https://doi.org/10.1093/jopart/muw070
  • Jilke, S., & Tummers, L. (2018). Which clients are deserving of help? A theoretical model and experimental test. Journal of Public Administration Research and Theory, 28(2), 226–238. https://doi.org/10.1093/jopart/muy002
  • Kjeldsen, A. M., & Jacobsen, C. B. (2013). Public service motivation and employment sector: Attraction or socialization? Journal of Public Administration Research and Theory, 23(4), 899–926. https://doi.org/10.1093/jopart/mus039
  • Klimecki, O., & Singer, T. (2011). Empathic distress fatigue rather than compassion fatigue? Integrating findings from empathy research in psychology and social neuroscience. In B. Oakley, A. Knafo, G. Madhavan, & D. S. Wilson (Eds.), Pathological altruism (pp. 368–383). Oxford University Press.
  • Kline, R. B. (2013). Assessing statistical aspects of test fairness with structural equation modelling. Educational Research and Evaluation, 19(2–3), 204–222.
  • Lamm, C., Batson, C. D., & Decety, J. (2007). The neural substrate of human empathy: Effects of perspective-taking and cognitive appraisal. Journal of Cognitive Neuroscience, 19(1), 42–58. https://doi.org/10.1162/jocn.2007.19.1.42
  • Lazarus, R. S. (1991). Progress on a cognitive-motivational-relational theory of emotion. American Psychologist, 46(8), Article 819. https://doi.org/10.1037/0003-066X.46.8.819
  • Lipsky, M. (2010). Street-level bureaucracy: Dilemmas of the individual in public service. Russell Sage Foundation.
  • Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99–113. https://doi.org/10.1002/job.4030020205
  • Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52(1), 397–422. https://doi.org/10.1146/annurev.psych.52.1.397
  • Matland, R. E. (1995). Synthesizing the implementation literature: The ambiguity-conflict model of policy implementation. Journal of Public Administration Research and Theory, 5(2), 145–174.
  • McHolm, F. (2006). Rx for compassion fatigue. Journal of Christian Nursing, 23(4), 12–19. https://doi.org/10.1097/00005217-200611000-00003
  • Moseley, A., & Thomann, E. (2020). A behavioural model of heuristics and biases in frontline policy implementation. Policy & Politics, 49(1). https://doi.org/10.1332/030557320X15967973532891
  • Osborne, J. W., & Fitzpatrick, D. C. (2012). Replication analysis in exploratory factor analysis: What it is and why it makes your analysis better. Practical Assessment, Research, and Evaluation, 17(1), 15.
  • Pautz, M. C., & Wamsley, C. S. (2012). Pursuing trust in environmental regulatory interactions: The significance of inspectors’ interactions with the regulated community. Administration & Society, 44(7), 853–884. https://doi.org/10.1177/0095399711429108
  • Perry, J. L. (1996). Measuring public service motivation: An assessment of construct reliability and validity. Journal of Public Administration Research and Theory, 6(1), 5–22. https://doi.org/10.1093/oxfordjournals.jpart.a024303
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), Article 879. https://doi.org/10.1037/0021-9010.88.5.879
  • Radey, M., & Figley, C. R. (2007). The social psychology of compassion. Clinical Social Work Journal, 35(3), 207–214. https://doi.org/10.1007/s10615-007-0087-3
  • Samios, C. (2018). Burnout and psychological adjustment in mental health workers in rural Australia: The roles of mindfulness and compassion satisfaction. Mindfulness, 9(4), 1088–1099. https://doi.org/10.1007/s12671-017-0844-5
  • Satorra, A., & Bentler, P. M. (1994). Corrections to test statistics and standard errors in covariance structure analysis. In A. von Eye & C. C. Clogg (Eds.), Latent variables analysis: Applications for developmental research (pp. 399–419). Sage Publications, Inc.
  • Schott, C., & Ritz, A. (2018). The dark sides of public service motivation: A multi-level theoretical framework. Perspectives on Public Management and Governance, 1(1), 29–42. https://doi.org/10.1093/ppmgov/gvx011
  • Sijtsma, K. (2009). On the use, the misuse, and the very limited usefulness of Cronbach’s alpha. Psychometrika, 74(1), 107. https://doi.org/10.1007/s11336-008-9101-0
  • Singer, T., & Klimecki, O. M. (2014). Empathy and compassion. Current Biology, 24(18), R875–R878. https://doi.org/10.1016/j.cub.2014.06.054
  • Strauss, C., Taylor, B. L., Gu, J., Kuyken, W., Baer, R., Jones, F., & Cavanagh, K. (2016). What is compassion and how can we measure it? A review of definitions and measures. Clinical Psychology Review, 47, 15–27. https://doi.org/10.1016/j.cpr.2016.05.004
  • Streiner, D. L. (2003). Starting at the beginning: An introduction to coefficient alpha and internal consistency. Journal of Personality Assessment, 80(1), 99–103. https://doi.org/10.1207/S15327752JPA8001_18
  • Thomann, E., Hupe, P., & Sager, F. (2018). Serving many masters: Public accountability in private policy implementation. Governance, 31(2), 299–319. https://doi.org/10.1111/gove.12297
  • Tummers, L. L., Bekkers, V., Vink, E., & Musheno, M. (2015). Coping during public service delivery: A conceptualization and systematic review of the literature. Journal of Public Administration Research and Theory, 25(4), 1099–1126. https://doi.org/10.1093/jopart/muu056
  • Van Loon, N. M. (2016). Is public service motivation related to overall and dimensional work-unit performance as indicated by supervisors? International Public Management Journal, 19(1), 78–110. https://doi.org/10.1080/10967494.2015.1064839
  • Van Loon, N. M., Vandenabeele, W., & Leisink, P. (2015). On the bright and dark side of public service motivation: The relationship between PSM and employee wellbeing. Public Money & Management, 35(5), 349–356. https://doi.org/10.1080/09540962.2015.1061171
  • Vigoda-Gadot, E., & Meisler, G. (2010). Emotions in management and the management of emotions: The impact of emotional intelligence and organizational politics on public sector employees. Public Administration Review, 70(1), 72–86. https://doi.org/10.1111/j.1540-6210.2009.02112.x
  • Yu, H., Jiang, A., & Shen, J. (2016). Prevalence and predictors of compassion fatigue, burnout, and compassion satisfaction among oncology nurses: A cross-sectional survey. International Journal of Nursing Studies, 57, 28–38. https://doi.org/10.1016/j.ijnurstu.2016.01.012
  • Zacka, B. (2017). When the State Meets the Street. Harvard University Press.