Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

Sign In to gain access to subscriptions and/or personal tools.
Human Relations
This Article
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Similar articles in Web of Science
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via HighWire
Right arrow Citing Articles via Web of Science (16)
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Saxton, M. J.
Right arrow Articles by Blakeney, R. N.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

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

Mary Jane Saxton

James S. Phillips

Roger N. Blakeney

Department of Management, University of Houston, Houston, Texas 77204-6283.

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.

Key Words: emotional exhaustion • absenteeism • job change • job tension

Human Relations, Vol. 44, No. 6, 583-595 (1991)
DOI: 10.1177/001872679104400604
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?


This article has been cited by other articles:


Home page
 Asia Pacific Journal of Human ResourcesHome page
C. E.J. Hartel, H. Gough, and G. F. Hartel
Work-group emotional climate, emotion management skills, and service attitudes and performance
Asia Pacific Journal of Human Resources, April 1, 2008; 46(1): 21 - 37.
[Abstract] [PDF]

Home page
 Management Communication QuarterlyHome page
P. M. Buzzanell
Gaining a Voice: Feminist Organizational Communication Theorizing
Management Communication Quarterly, May 1, 1994; 7(4): 339 - 383.
[Abstract]