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Abstract
AbstractUsing the Job Demands‐Control (JD‐C) model as the theoretical framework, this study investigated the relationships among burnout, job demands, and autonomy. With a sample of 802 employees from a Portuguese bank, we demonstrated the importance of taking into account emotional job demands when studying the burnout of service providers. Thereby, the unique explanatory power of each emotional demand on burnout was tested with regression analysis, after controlling for the original demands and autonomy variables from the JD‐C model along with demographic variables. The results confirmed the relevance of the study model in explaining burnout and indicated that emotional dissonance was associated with employee burnout, beyond quantitative demands and autonomy. As expected, hierarchical regression analysis provided evidence for the main effects of quantitative demands, emotional dissonance, and autonomy on burnout. These findings have several implications for designing jobs involving interactions with clients. © 2011 Wiley Periodicals, Inc.
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