Publication Date


Document Type


Committee Members

Debra Steele-Johnson, Ph.D. (Advisor); Corey Miller, Ph.D. (Committee Member); Nathan Bowling, Ph.D. (Committee Member)

Degree Name

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.

Page Count


Department or Program

Department of Psychology

Year Degree Awarded


Creative Commons License

Creative Commons Attribution-Noncommercial-Share Alike 3.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 License.