The role of psychological flexibility in the demands–exhaustion–performance relationship

REFERENCES

• Abraham , R. 1998 . Emotional dissonance in organisations: Antecedents, consequences, and moderators . Genetic, Social, and General Psychology Monographs , 124 : 229 – 246 .
   PubMedGoogle Scholar
• Acker , G. M. 1999 . The impact of clients’ mental illness on social workers’ job satisfaction and burnout . Health and Social Work , 24 : 112 – 119 .
   PubMed Web of Science ®Google Scholar
• Baer , R. A. 2003 . Mindfulness training as a clinical intervention: A conceptual and empirical review . Clinical Psychology: Science and Practice , 10 : 125 – 143 .
   Web of Science ®Google Scholar
• Bakker , A. B. and Demerouti , E. 2007 . The job demands-resources model: State of the art . Journal of Managerial Psychology , 22 : 309 – 328 .
   Google Scholar
• Bakker , A. B. , Demerouti , E. and Euwema , M. 2005 . Job resources buffer the impact of job demands on burnout . Journal of Occupational Health Psychology , 10 : 170 – 180 .
   PubMed Web of Science ®Google Scholar
• Bakker , A. B. , Demerouti , E. and Verbeke , W. 2004 . Using the job demands-resources model to predict burnout and performance . Human Resource Management , 32 : 83 – 104 .
   Web of Science ®Google Scholar
• Bakker , A. B. , van Veldhoven , M. J. P. M. and Xanthopoulou , D. 2010 . Beyond the Demand-Control model: Thriving on high job demands and resources . Journal Personnel Psychology , 9 : 3 – 16 .
   Web of Science ®Google Scholar
• Bliese , P. D. 2000 . “ Within-group agreement, non-independence, and reliability: Implications for data aggregation and analyses ” . In Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions , Edited by: Klein , K. J. and Kozlowski , S. W. J. 349 – 381 . San Francisco, CA : Jossey-Bass .
   Google Scholar
• Bolger , N. , Davis , A. and Rafaeli , E. 2003 . Diary methods: Capturing life as it is lived . Annual Review of Psychology , 54 : 579 – 616 .
   PubMed Web of Science ®Google Scholar
• Bond , F. W. and Bunce , D. 2000 . Mediators of change in emotion-focused and problem-focused worksite stress management interventions . Journal of Occupational Health Psychology , 5 : 156 – 163 .
   PubMedGoogle Scholar
• Bond , F. W. and Bunce , D. 2003 . The role of acceptance and job control in mental health, job satisfaction, and work performance . Journal of Applied Psychology , 88 : 1057 – 1067 .
   PubMed Web of Science ®Google Scholar
• Bond , F. W. , Flaxman , P. E. and Bunce , D. 2008 . The influence of psychological flexibility on work redesign: Mediated moderation of a work reorganization intervention . Journal of Applied Psychology , 93 : 645 – 654 .
   PubMed Web of Science ®Google Scholar
• Bond , F. W. and Hayes , S. C. 2002 . “ ACT at work ” . In Handbook of brief cognitive behaviour therapy , Edited by: Bond , F. W. and Dryden , W. Chichester, UK : Wiley .
   Google Scholar
• Bond , F. W. , Hayes , S. C. , Baer , R. A. , Carpenter , K. M. , Orcutt , H. K. , Waltz , T. and Zettle , R. D. 2011 . Preliminary psychometric properties of the Acceptance and Action Questionnaire–II: A revised measure of psychological flexibility and acceptance . Behavior Therapy , 42 : 1 – 38 .
   PubMedGoogle Scholar
• Bond , F. W. , Hayes , S. C. and Barnes-Holmes , D. 2006 . Psychological flexibility, ACT, and organizational behavior . Journal of Organizational Behavior Management , 26 : 25 – 54 .
   Web of Science ®Google Scholar
• Bowen , D. E. and Schneider , B. 1988 . “ Services marketing and management: Implications for organizational behavior ” . In Research in organizational behavior , Edited by: Staw , B. M. and Cummings , L. L. Greenwich, CT : JAI Press, Inc .
   Google Scholar
• Brotheridge , C. and Grandey , A. A. 2002 . Emotional labor and burnout: Comparing two perspectives on people work . Journal of Vocational Behavior , 60 : 17 – 39 .
   Web of Science ®Google Scholar
• Brotheridge , C. M. and Lee , R. Y. 2002 . Testing a conservation of resources model of the dynamics of emotional labor . Journal of Occupational Health Psychology , 7 : 57 – 67 .
   PubMed Web of Science ®Google Scholar
• Bryk , A. S. and Raudenbush , S. W. 1992 . Hierarchical linear models , Newbury Park, CA : Sage .
   Google Scholar
• Burgers , A. , de Ruyter , K. , Keen , C. and Streukens , S. 2000 . Customer expectation dimensions of voice-to-voice service encounters: A scale development study . International Journal of Service Industry Management , 11 : 142 – 161 .
   Google Scholar
• Chebat , J. C. and Kollias , P. 2000 . The impact of empowerment on customer contact employees’ role in service organizations . Journal of Service Research , 3 : 66 – 81 .
   Google Scholar
• Conway , N. and Briner , R. B. 2002 . A daily diary of affective responses to psychological contract breach and exceeded promises . Journal of Organisational Behavior , 23 : 287 – 302 .
   Web of Science ®Google Scholar
• D'Ausilio , R. 1997 . The impact of conflict management on customer service delivery . Customer Relationship Management , 2 : 20 – 23 .
   Google Scholar
• de Jonge , J. and Dormann , C. 2003 . “ The DISC model: Demand-induced strain compensation mechanisms in job stress ” . In Occupational stress in the service professions , Edited by: Dollard , M. F. , Winefield , H. R. and Winefield , A. H. 43 – 74 . London, UK : Taylor & Francis Ltd .
   Google Scholar
• Demerouti , E. , Bakker , A. B. , Nachreiner , F. and Schaufeli , W.B. 2001 . The job demands-resources model of burnout . Journal of Applied Psychology , 86 : 499 – 512 .
   PubMed Web of Science ®Google Scholar
• Donaldson-Feilder , E. J. and Bond , F. W. 2004 . The relative importance of psychological acceptance and emotional intelligence to workplace well-being . British Journal of Guidance and Counselling , 32 : 187 – 203 .
   Web of Science ®Google Scholar
• Dormann , C. and Zapf , D. 2004 . Customer-related social stressors and burnout . Journal of Occupational Health Psychology , 9 : 61 – 82 .
   PubMed Web of Science ®Google Scholar
• Flaxman , P. E. and Bond , F. W. 2010b . A randomised worksite comparison of acceptance and commitment therapy and stress inoculation training . Behaviour Research and Therapy , 48 : 816 – 820 .
   PubMed Web of Science ®Google Scholar
• Flaxman , P. E. and Bond , F. W. 2010b . Worksite stress management training: Moderated effects and clinical significance . Journal of Occupational Health Psychology , 15 : 347 – 358 .
   PubMed Web of Science ®Google Scholar
• Goodman , S. A. and Svyantek , D. J. 1999 . Person organization fit and contextual performance: Do shared values matter? . Journal of Vocational Behavior , 55 : 254 – 275 .
   Web of Science ®Google Scholar
• Grandey , A. A. 2003 . When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery . Academy of Management Journal , 46 : 86 – 96 .
   Web of Science ®Google Scholar
• Grawitch , M. J. and Munz , D. C. 2004 . Are your data nonindependent? A practical guide to evaluating non independence and within-group agreement . Understanding Statistics , 3 : 231 – 257 .
   Google Scholar
• Hayes , S. C. 1987 . “ A contextual approach to therapeutic change ” . In Psychotherapists in clinical practice (pp. 327–387) , Edited by: Jacobson , N. New York, NY : Guilford Press .
   Google Scholar
• Hayes , S. C. , Bissett , R. , Roget , N. , Padilla , M. , Kohlenberg , B. S. and Fisher , G. 2004 . The impact of Acceptance and Commitment Training and multicultural training on the stigmatizing attitudes and professional burnout of substance abuse counselors . Behavior Therapy , 35 : 821 – 835 .
   Web of Science ®Google Scholar
• Hayes , S. C. , Luoma , J. B. , Bond , F. W. , Masuda , A. and Lillis , J. 2006 . Acceptance and commitment therapy: Model, processes and outcomes . Behaviour Research and Therapy , 44 : 1 – 25 .
   PubMed Web of Science ®Google Scholar
• Hayes , S. C. , Strosahl , K. and Wilson , K. G. 1999 . Acceptance and Commitment Therapy: An experiential approach to behavior change , New York, NY : Guilford Press .
   Google Scholar
• Higgins , C. A. , McClean , R. J. and Conrath , D. W. 1985 . The accuracy and biases of diary communication data . Social Networks , 7 : 173 – 187 .
   Web of Science ®Google Scholar
• Hochschild , A. 1979 . Emotion work, feeling rules, and social structure . American Journal of Sociology , 85 : 551 – 575 .
   Web of Science ®Google Scholar
• Hume , M. , Sullivan Mort , G. , Liesch , P. and Winzar , H. 2006 . Understanding service experience in non-profit performing arts: Implications for operations and service management . Journal of Operations Management , 24 : 16 – 42 .
   Web of Science ®Google Scholar
• Jackson , S. E. , Schwab , R. L. and Schuler , R. S. 1986 . Toward an understanding of the burnout phenomenon . Journal of Applied Psychology , 71 : 630 – 640 .
   PubMed Web of Science ®Google Scholar
• Jacobs , N. , Kleen , M. , De Groot , F. and A-Tjak , J. 2008 . Het meten van experiëntiële vermijding: De Nederlandstalige versie van de Acceptance and Action Questionnaire-II (AAQ-II) [Measuring experiential avoidance: The Dutch version for Acceptance and Action Questionnaire-II (AAQ-II)] . Gedragstherapie , 41 : 349 – 361 .
   Google Scholar
• Jex , S. M. , Bliese , P. D. , Buzzell , S. and Primeau , J. 2001 . The impact of self-efficacy on stressor-strain relations: Coping style as an explanatory mechanism . Journal of Applied Psychology , 86 : 401 – 409 .
   PubMed Web of Science ®Google Scholar
• Koppes , L. , de Vroome , E. , Mol , M. , Janssen , B. and Van den Bosche , S. 2009 . Nationale Enquěte Arbeidsomstandigheden (NEA) 2009: Methodologie en globale resultaten. Available from http://www.tno.nl/downloads/rapport_nea_20091.pdf
   Google Scholar
• Lazarus , R. S. 1966 . Psychological stress and the coping process , New York , NY : McGraw-Hill .
   Google Scholar
• Lee , D. and Wolpin , K. I. 2006 . Intersectoral labor mobility and the growth of the service sector . Econometrica , 74 : 1 – 46 .
   Web of Science ®Google Scholar
• MacKinnon , D. P. , Fairchild , A. J. and Fritz , M. S. 2007 . Mediation analysis . Annual Review Clinical Psychology , 58 : 593 – 614 .
   Web of Science ®Google Scholar
• Martínez-Iňigo , D. , Totterdell , P. , Alcover , C. M. and Holman , D. 2007 . Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms . Work and Stress , 21 : 30 – 47 .
   Web of Science ®Google Scholar
• Maslach , C. 2003 . Job burnout: New directions in research and intervention . Current Directions in Psychological Science , 12 : 189 – 192 .
   Web of Science ®Google Scholar
• Maslach , C. and Jackson , S. E. 1981 . The measurement of experienced burnout . Journal of Occupational Behaviour , 2 : 99 – 113 .
   Google Scholar
• Maslach , C. , Jackson , S. E. and Leiter , M. P. 1996 . Maslach Burnout Inventory manual , 3rd ed. , Palo Alto, CA : Consulting Psychologists Press .
   Google Scholar
• Maslach , C. , Schaufeli , W. B. and Leiter , M. P. 2001 . Job burnout . Annual Review of Psychology , 52 : 397 – 422 .
   PubMed Web of Science ®Google Scholar
• Morris , J. A. and Feldman , D. C. 1996 . The dimensions, antecedents, and consequences of emotional labor . Academy of Management Review , 21 : 986 – 1010 .
   Web of Science ®Google Scholar
• Muller , D. , Judd , C. M. and Yzerbyt , V. Y. 2005 . When moderation is mediated and mediation is moderated . Journal of Personality and Social Psychology , 89 : 852 – 863 .
   PubMed Web of Science ®Google Scholar
• Muraven , M. and Baumeister , R. F. 2000 . Self-regulation and depletion of limited resources: Does self-control resemble a muscle? . Psychological Bulletin , 126 : 247 – 259 .
   PubMed Web of Science ®Google Scholar
• Peeters , M. C. W. , Montgomery , A. , Bakker , A. B. and Schaufeli , W. B. 2005 . Balancing work and home: How job and home demands are related to burnout . International Journal of Stress Management , 12 : 43 – 61 .
   Google Scholar
• Schaufeli , W. B. and Bakker , A. B. 2004 . Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study . Journal of Organisational Behavior , 25 : 293 – 315 .
   Web of Science ®Google Scholar
• Schaufeli , W. B. and van Dierendonck , D. 2000 . UBOS: Utrechtse Burnout Schaal—Handleiding [UBOS: Utrecht Burnout Scale—Manual] , Lisse, The Netherlands : Swets & Zeitlinger .
   Google Scholar
• Sonnentag , S. 2003 . Recovery, work engagement, and proactive behavior: A new look at the interface between non-work and work . Journal of Applied Psychology , 88 : 518 – 528 .
   PubMed Web of Science ®Google Scholar
• Spurgeon , A. , Harrington , J. M. and Cooper , C. L. 1997 . Health and safety problems associated with long working hours: A review of the current position . Occupational and Environmental Medicine , 54 : 367 – 375 .
   PubMed Web of Science ®Google Scholar
• Statistics Netherlands . 2009 . Labor and social security Retrieved 29 January 2009 from: http://www.cbs.nl/nl-NL/menu/themas/arbeid-sociale-zekerheid/nieuws/default.htm
   Google Scholar
• Van Gelderen , B. , Heuven , E. , van Veldhoven , M. , Zeelenberg , M. and Croon , M. 2007 . Psychological strain and emotional labor among police-officers: A diary study . Journal of Vocational Behavior , 71 : 446 – 459 .
   Web of Science ®Google Scholar
• Van Veldhoven , M. , de Jonge , J. , Broersen , S. , Kompier , M. and Meijman , Y. 2002 . Specific relationships between psychosocial job conditions and job related stress: A three-level analytic approach . Work and Stress , 16 : 207 – 228 .
   Web of Science ®Google Scholar
• Vermeulen , M. and Mustard , C. 2000 . Gender differences in job strain, social support at work, and psychological distress . Journal of Occupational Health Psychology , 5 : 428 – 440 .
   PubMedGoogle Scholar
• Wharton , A. S. 1993 . The affective consequences of service work . Work and Occupations , 20 : 205 – 232 .
   Web of Science ®Google Scholar
• Wright , T. A. and Bonett , D. G. 1997 . The contribution of burnout to work performance . Journal of Organizational Behavior , 18 ( 5 ) : 491 – 499 .
   Web of Science ®Google Scholar
• Xanthopoulou , D. , Bakker , A. B. , Demerouti , E. and Schaufeli , W. B. 2007 . The role of personal resources in the job demands-resources model . International Journal of Stress Management , 14 : 121 – 141 .
   Google Scholar
• Zapf , D. 2002 . Emotion work and psychological well-being: A review of the literature and some conceptual considerations . Human Resource Management Review , 12 : 237 – 268 .
   Google Scholar
• Zapf , D. and Holz , M. 2006 . On the positive and negative effects of emotion work in organizations . European Journal of Work and Organizational Psychology , 15 : 1 – 28 .
   Web of Science ®Google Scholar