Debra Steele-Johnson, Ph.D. (Advisor); Corey Miller, Ph.D. (Committee Member); Nathan Bowling, Ph.D. (Committee Member)
Master of Science (MS)
Though researchers have found that burnout results in lower performance and can lead to employee turnover, this research has mainly examined main effects. It is important to study both additional antecedents and outcomes of burnout to better understand how to recognize burnout symptoms early, why they are occurring, and how to mitigate burnout. Also, it is important to examine underlying mechanisms and moderating effects between antecedents of burnout, burnout, and attitudinal and behavioral outcomes. I examined indirect effects of customer-related social stressors and emotional labor on job attitudes and withdrawal behaviors through burnout and moderation effects of voice perceptions on the relationship between burnout and withdrawal behaviors. My results revealed that burnout can serve as a mechanism through which customer related antecedents influence withdrawal behaviors and job attitudes, burnout measures capture different aspects of burnout, and voice facets might moderate relationships between burnout and outcomes.
Department or Program
Department of Psychology
Year Degree Awarded
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