A psychometric assessment of the Maslach （心理评估的人员参与）.pdf

1 6 Management Dynamics Volume 14 No 2, 2005 A psychometric assessment of the Maslach Burnout Inventory (General Survey) in a customer-service environment C. Campbell S. Rothmann North- West University ABSTRACT The objectives of this study were to validate the Maslach service as rendered by a call centre is greatly influenced by Burnout Inventory General Survey (MBI-GS) for a the nature of this interaction (Peccei and Rosenthal, 1997). customer-services environment, and to assess differences Research has shown that the manner in which call centre in the burnout levels among various demographic groups. staff display their feelings towards customers has a critical A cross-sectional survey design was used. A sample (n = effect on the quality of service transactions (Ashforth and 228) was taken of customer-services personnel working Humphrey, 1993). for medical schemes. The MBI-GS and a biographical questionnaire were administered. Structural equation Organisations want to manage this link, and requirements modelling (SEM) confirmed a three-factor model of regarding behaviour that conforms with organisationally- burnout, consisting of Exhaustion, Cynicism, and established norms are common in most areas of interactive Professional Efficacy. All three factors showed acceptable service work (Macdonald and Sirianni, 1996). Call-centre internal consistencies . The results obtained from work requires a high degree of personal contact with the comparing burnout levels of various demographic groups public, and also the performance of emotional labour showed that no practically significant burnout differences, (Hochschild, 1979). Emotional