中国基层治理中工作压力、一线城市社区工作者流失率、人员补充困难、情绪耗竭对稳定性、信任关系及服务质量影响的资料

BackgroundHealth workforce turnover remains a global concern, particularly in rural and remote areas. Western rural areas are the least developed in China, where it faces the serious challenge on the rural health worker (RHW) management. This study aimed to investigate job satisfaction, work stress, and turnover intentions of RHWs, and to explore prominent factors associated with turnover intentions of RHWs in rural western China.MethodsFrom June to September 2013, based on a three-stage random sampling method, a cross-sectional survey was conducted among RHWs in 11 western provinces in China. A brief, structured questionnaire filled in by RHWs was used for data collection. A total of 5046 RHWs participated in the study. The response rate was approximately 93.1%. Exploratory factor analyses, Pearson’s chi-squared tests, one-way ANOVA, binary logistic regression analyses, and mediating effect tests were performed for data analyses.ResultsApproximately 29.1% of the 5046 RHWs indicated turnover intentions. Most of the RHWs disclosed low educational levels, income levels, and professional technical titles. The RHWs expressed slight job satisfaction (mean 3.20) and moderate work stress (mean 3.22). Age, income, medical institution, and job satisfaction (i.e., organizational management, reward, and occupation satisfaction) were significant predictors of the RHWs’ turnover intentions. The RHWs, who were younger (less than 41 years), receiving an income of $326.8–$490.1 per month, working in township hospitals, and having low job satisfaction, were more likely to have turnover intentions. Work stress had an indirect and positive effect on RHWs’ turnover intentions. Job satisfaction weakened the positive effect of work stress on turnover intentions of RHWs by playing a total mediating role. Reward satisfaction was the strongest mediator.ConclusionsThe turnover intentions of RHWs in western China are significantly associated with job satisfaction, work stress, age, income, and medical institution. Appropriate strategies should be implemented to improve RHWs’ job satisfaction and reduce their work stress. Meanwhile, providing more attractive wages and non-monetary support, improving working conditions, etc. could be effective to reduction in RHWs’ turnover intentions.

OBJECTIVE This study aimed to examine the provider characteristics and job stressors that are related to turnover intention and actual turnover among community mental health providers. METHODS Secondary analyses were conducted with data collected from 186 community mental health providers from two agencies. Self-reported provider characteristics, job stressors, and turnover intention data were collected with the baseline survey, and actual turnover data were obtained from the agencies 12 months later. Bivariate analyses were conducted to examine factors associated with each turnover variable. RESULTS Turnover intention and actual turnover were correlated, yet a distinct set of variables was associated with each outcome. Namely, job stressors were related to turnover intention, while provider characteristics were related to actual turnover. CONCLUSIONS Given that both turnover intention and actual turnover have important implications for both providers and agencies, it is critical to consider differential factors associated with each.

AIM To test the relationship between work practice environment and turnover intention, considering the mediation of work engagement and the moderation of work pressure among community health nurses. DESIGN A cross-sectional survey design. METHODS A total of 410 nurses were recruited from thirty-two community health centers between September 2016 - January 2017 with survey on work practice environment, work engagement, work pressure and turnover intention. Structural equation modelling was used to test a mediated moderation model. RESULTS Work practice environment was positively associated with higher work engagement and lower turnover intention and work engagement partially mediated the relationship between work practice environment and turnover intention. In addition, work pressure moderated the relationship between work practice environment and work engagement. CONCLUSION The improvement of work practice environment including the physical and humanitarian environment could enhance nurse engagement and reduce turnover intention in community, which was more pronounced among high-pressure nurses. IMPACT In front of the nursing shortage, especially in communities, the strategies on how to retain and motivate nurses have become the focus of concern. Based on the job demands-resources model and the conservation of resources theory, this study examined the effect of work practice environment on turnover intention with the mediation role of work engagement and the moderation role of work pressure among community health nurses. The nurse managers of communities should pay attention to the role of work practice environment in stimulating nurses' engagement and decreasing turnover intention, especially when nurses are under high work pressure. This article is protected by copyright. All rights reserved.

… results show that pay packets, learning and training opportunities, promotion and individual development space, and work stress are significantly related to CHS worker turnover …

In China, community rehabilitation workers are facing a growing challenge related to heavy occupational stress, which is having an impact on employment turnover. Previous studies have explored the effect of the public service motivation of workers in “helping” jobs on occupational stress or turnover intention, but there is a lack of clarification of the impact of altruism on turnover intention in the case of complex pathways involving various factors. A stratified sampling method was used, and a total of 82 community rehabilitation workers who assist disabled people from 34 community health centres in Jiangmen city were included in the study from August to October 2022. The turnover intention, occupational stress, burnout, quality of life, altruism, and certain sociodemographic information of community rehabilitation workers were measured using a structured questionnaire. The partial least squares method was employed to construct and test the structural equation model. Although altruism had no direct impact on occupational stress or turnover intention, altruism moderated the effect of occupational stress on burnout (βMod = −0.208) and quality of life (βMod = 0.230) and weakened the mediation of burnout and quality of life between occupational stress and turnover intention. This study proposes to address the dilemma of “strong function” and “weak specialty” in community rehabilitation services and to conduct positive psychological interventions for community rehabilitation workers through the guidance of altruistic values.

Background The development of medical social work is an indispensable part of the Healthy China Strategy. However, the medical service field has the fewest social workers in all service fields in China. Creating favorable working conditions can reduce the turnover intention of social workers in the medical service field. So it is necessary to integrate the existing theoretical models to deeply analyze the multiple influencing paths of working conditions on the medical social workers’ turnover intention in the context of China. Methods The data we used came from the China Social Work Longitudinal Survey (CSWLS) conducted in 56 cities across the country in 2019. It adopted a multi-stage random sampling method and the sample of medical social workers was selected according to their current service field and the sample size finally entering the model was 382. We tested the relationships with the Structural Equation Model (SEM) by STATA 16.0. Results Job-related stress play the most significant role in explaining the formation mechanism of medical social workers’ turnover intention. On the one hand, job-related stress can reduce the job satisfaction of medical social workers, further increasing their turnover intention; on the other hand, job-related stress can increase job burnout of medical social workers, further reducing their job satisfaction and ultimately increasing the turnover intention. Job satisfaction plays a full mediating effect between the job burnout of medical social workers and their turnover intention. The social support and job autonomy provided by social work agencies have limited effects on decreasing the turnover intention of medical social workers. Conclusions The two paths of job-related stress affecting turnover intention successfully integrate the Job Demands-Resources Model and the Price-Mueller Turnover Model into the same theoretical framework providing a theoretical basis for reducing the turnover intention and behavior of social workers in the medical service field, improving the management level in the medical service system and promoting the overall healthy and sustainable development of medical social work in China.

This study explored how working conditions influence the psychological outcomes of paid family and non-family home care workers, focusing on the interaction between institutional and recipient effects. Using data from the 2019 Korean Long-Term Care Survey (N = 998), we performed regression analyses on home care workers’ stress and turnover intention. For both types of home care-workers, inadequate working conditions and high occupational hazards influenced stress, while good working conditions and low occupational hazards influenced turnover intention. Overall, the findings suggest that wages, working hours, and work intensity must be reformed in a home care-worker-friendly manner; the wages for home care workers must be raised to a level appropriate to their care work; the services provided by home care workers should be explicitly stipulated; and, to eliminate occupational hazards, environments for fostering cordial relationships between recipients and home care workers must be developed.

… , organizational tenure, and annual salary were accounted for, the model explained 37 percent of the variance in turnover intention among social workers represented in this study. …

In 2020, healthcare workers faced the COVID-19 pandemic amidst other salient sociopolitical stressors. This study, therefore, set out to examine associations between personal, work-related and contextual factors and three outcomes - stress, burnout and turnover intention - at a critical juncture in the pandemic. In December 2020, we recruited a broad array of healthcare workers (n = 985) in a public safety net healthcare system serving socially and economically marginalised communities in the Southwest region of the United States using a cross-sectional online survey. The results indicated that more health problems were associated with higher stress and burnout symptoms. While seeking emotional support and using drugs or alcohol to cope were associated with higher stress, a positive social outlook was associated with lower stress. Lower quality of work-life was associated with higher burnout symptoms and turnover intention. Negative effects of the pandemic on wellbeing and higher number of COVID-19-related concerns were associated with higher stress and burnout symptoms. Contrary to the original hypotheses, self-care was not associated with any of the three outcomes, and effects of the political climate and issues of racism on wellbeing were not associated with stress, burnout or turnover intention. However, identifying as a Person of Colour was associated with higher stress, as well as lower burnout. The findings on worker health, social outlook, quality of work-life and race/ethnicity, in particular, suggest a critical need for healthcare systems to address the wellbeing of workers through equitable organisational policy and practice.

… One in five workers also expressed intentions to leave the AOD field. Significant predictors of higher turnover intention were low job satisfaction, high work stress, low workplace social …

AIMS AND OBJECTIVES To identify the situation of organizational justice, organizational support, work engagement and turnover intention among community nurses, and clarify the relationship among them. BACKGROUND Nurse shortage has become a worldwide issue and the shortage of community nurses is more serious. Nurse turnover is one important factor for this situation. While previous studies about turnover intention mostly focused on hospital nurses, few involved community nurses. DESIGN A descriptive, cross-sectional design was adopted. METHODS Questionnaire investigation was implemented among 410 community nurses to collect data about organizational justice, organizational support, work engagement and turnover intention. Structural equation modeling was applied to test the hypothesized model. The STROBE statement for observational studies was followed. RESULTS Results showed the average score of turnover intention was 2.50 ± 0.75. The final model indicated: (1) Work engagement had a direct negative effect on turnover intention; (2) Organizational support had both direct and indirect effects on turnover intention and the indirect effect was mediated by work engagement; (3) Organizational justice had an indirect effect on turnover intention mediated by organizational support. CONCLUSION Turnover intention could be reduced directly or indirectly by improving work engagement, organizational support, and organizational justice. RELEVANCE TO CLINICAL PRACTICE This study provides evidence for community health center managers and policy makers to improve the level of nurses' engagement and to retain more nurses in primary healthcare service.

… reports on turnover intentions of PSR workers, a rapidly growing sector of the community mental … Even though stress management techniques are commonly available for staff, agencies …

Committed social workers are significant to organizational performance and service quality; therefore, it is crucial to explore the contributing factors of turnover intention to enhance social workers’ commitment. To reduce social workers’ turnover intention, this study used the first national survey data (N = 5620) of social workers in China to find out the relationship between workplace social capital and turnover intention in public service and explore possible solutions. This study treated workplace social capital as a comprehensive measure that captured employees’ overall perceptions of their interpersonal relations in the public sector. It covered the impact of many other organizational factors on turnover intention, such as job embeddedness, social networks, social relations, communication, and organizational fairness. The results confirmed that workplace social capital had a significant negative impact on employees’ turnover intention. Workplace social capital could be a better predictor of employees’ turnover intention than a single organizational factor or a combination of several factors. These findings not only deepened the theoretical understanding of social capital within the organization and brought insight into how workplace social capital affected employees’ turnover but also promoted a formation of a holistic organizational perspective from the fragmented organizational factors. Results also showed that job burnout and job satisfaction mediated the relation between workplace social capital and turnover intention. Public service agencies should endeavor to foster an organizational climate of cooperation and trust, encourage teamwork and altruistic behaviors among coworkers to reduce emotional exhaustion, and strengthen the professional identity and professional value of social work.

Objectives To analyse the prevalence and determinants of turnover intention (TI) among primary health workers (PHWs) in China to provide evidence for improving retention measures. Design Systemic review and meta-analysis. Data sources Four English-language databases (PubMed, EMBASE, Cochrane Library, PsycINFO) and three Chinese databases (CNKI, CSPD, CBM) were searched up to October 2019. Eligibility criteria Eligible studies were observational or descriptive studies conducted in mainland China. The prevalence of TI among health workers and related factors had to be explicitly reported in each included study. Data extraction and synthesis Data were extracted by one author and reviewed independently by two other authors. For each factor analysed by a meta-analysis, the factor was required to be the same across different studies, and at least three studies had to include it. The quality of studies was assessed using the Newcastle–Ottawa Scale and heterogeneity was evaluated using the I2 statistic. Results We identified 16 cross-sectional studies investigating a total of 37 672 PHWs. The prevalence of TI was 30.4%. Subgroup analysis revealed that the highest prevalence was observed in the community primary healthcare institutions and the eastern provinces of China. Meta-analyses indicated that 21 factors were significantly associated with TI, including demographic factors (gender, age, education, marital status), job characteristic factors (title, work seniority, remuneration, social status, organisational affiliation, work stress) and job satisfaction factors (learning and training opportunity, interpersonal relationship, work condition and environment, and so on). Conclusion This study highlights the problem of TI among PHWs in China. Efforts should be made to improve conditions in both work-related areas and areas outside of work. Policymakers should continue to improve reward systems, the construction of infrastructure and promotion systems, and pay more attention to PHWs’ lives outside of work and meet their living needs.

ABSTRACT The current health and mental health care delivery system in the United States strives to provide efficient quality care at a lower cost. This cost-effective approach and recent budget cuts have created new challenges for social workers. This study explores the relationships between self-care strategies, role stress, job autonomy, and job satisfaction and turnover intention. Four-hundred sixty-nine social workers were surveyed to assess multiple measures of self-care including professional support, professional development, coping strategies, and professional resilience, and their effects on job satisfaction and turnover intention. Role stress and job autonomy were also examined in relation to job satisfaction and turnover intention. The results supported the main hypotheses that claimed that self-care strategies are associated with both job satisfaction and turnover intention. The author discusses the important implications of these findings in education and training of both students and practitioners.

This study aimed to assess fear of COVID-19 among nurses in a community setting The COVID-19 pandemic is a threat to the nurses' physical and psychological well-being Mounting studies discussed the well-being of nurses in hospital setting, and very little attention was directed toward frontline nurses in the community This study used a cross-sectional design using self-report questionnaires Results revealed that nurses display moderate to high fear of COVID-19 and that the female gender, t = -2 11, p = 036, is correlated to fear of the virus Moreover, the nurses' fear influences their job stress (beta = 0 35, p = 001) and organizational (beta = 0 24, p = 001) and professional (beta = 0 23, p = 001) turnover intentions Fear of COVID-19 is universal among nurses Fear of COVID-19 is associated to the community nurse's work-related distress and may influence their intention to leave their jobs and the nursing profession There is a need to assess the factors associated with the fear to better address the nurses' psychological well-being and to avoid turnover intentions (PsycInfo Database Record (c) 2021 APA, all rights reserved)

Grassroots civil servants' work not only directly bears upon the quality and efficiency of public services and the government's image but also is closely related to the modernization of national governance systems and capacities. Based on the Job Demands-Resources (JD-R) model, this paper uses validated research scales and survey data collected from 659 grassroots civil servants in Y County, Guangdong, to investigate the relationship between organizational justice and job burnout. We employed Structural Equation Modeling (SEM) to rigorously test the hypotheses. Reliability and validity tests, Confirmatory Factor Analysis (CFA), and path analysis were conducted. Results indicated that between the overall organizational justice and overall job burnout of grassroots civil servants, a significant negative correlation exists. Furthermore, specific dimensions of organizational justice demonstrated unique associations with the three dimensions of job burnout. The paper discusses practical implications regarding the multiple dimensions of organizational justice. Comprehensive measures at this stage include creating a fair government environment at the grassroots level, improving the fairness of distribution through checks and balances, enhancing assessment and promotion mechanisms, perfecting participation mechanisms, improving the management skills of grassroots leaders, and improving the two-way communication mechanism. This may help enhance the sense of organizational justice among the grassroots civil servants, and may be associated with lower levels of job burnout.

Introduction The report of the 20th Party Congress proposes to build a high-quality cadre capable of taking on the important task of national rejuvenation. Grassroots civil servants are facing great pressure and challenges, and alleviating burnout has become an important issue in the construction of grassroots civil servants. Empirically analysing the impact of psychological contract on burnout of grassroots civil servants in the Chinese context will help to build a high-quality grassroots civil service team. Methods Using a sample of 1824 grassroots civil servants in China, this study empirically examined the effect of the psychological contract on burnout among grassroots civil servants using the OLS methodology, conducted a robustness test by way of substituting variables and research methods, and then discussed the mediating effect of physical and mental health in the psychological contract and burnout among grassroots civil servants. Results The study showed that grassroots civil servants’ psychological contract had a significant negative impact on burnout; transactional psychological contract was positively related to burnout, and relational and developmental psychological contracts were negatively related to burnout in grassroots civil servants. The results of the heterogeneity analysis showed that the effect of psychological contract on burnout differed by age, gender, exercise frequency, and sleep status. The results of the mediation analysis showed that higher psychological contract scores were related to better physical and mental health, thus inhibiting burnout among grassroots civil servants. This indicates a significant mediation effect of physical and mental health in the relationship between psychological contract and burnout of grassroots civil servants. Conclusion The psychological contract of grassroots civil servants has a significant negative effect on burnout, and physical and mental health mediate between the two. These conclusions are of great theoretical and practical significance for alleviating the stress of grassroots civil servants and improving their work performance.

Abstract This research explores the significance of leader–member exchange for the subjective well-being of grassroots officials in Shandong Province, China, with both job insecurity and job burnout as the mediating factors across gender groups. Our data were gathered from the Chinese Civil Servants’ Quality of Life Survey 2019, by means of distributing questionnaires among 2046 full-time grassroots officials from 106 towns or subdistricts in Shandong. Our findings indicate that leader–member exchange plays a positive role in shaping subjective well-being among grassroots officials in China. The results also provide evidence for the mediating role of both job insecurity and job burnout in the relationship between leader–member exchange and subjective well-being across gender groups. We conclude that to increase subjective well-being among grassroots officials, greater attention should be paid to developing a more supportive pattern of leader–member exchange for both male and female public employees. In addition, both job insecurity and burnout could be reduced by utilizing job-related resources generated during a high-quality leader–member exchange process.

We sought to understand better how to alleviate job burnout among grassroots civil servants. Specifically, we studied how professional group identification alleviated their sense of relative deprivation and enhanced their motivation for public service to reduce their burnout. We conducted a vignette experiment (N = 151) and an online survey (N = 439) on grassroots civil servants in China. In the experiment, we manipulated professional group identification to influence burnout in both experimental and control groups. In the survey, we used scales to measure the variables we were concerned about, and used the process plug-in of SPSS to analyze and compare the mediating effects. Results revealed that higher professional group identification led to lower job burnout, and public service motivation (PSM) and group relative deprivation (GRD) played mediating roles in the causal relationship. This study examined the dual pathways through which professional group identification mitigated job burnout, surpassing current understanding of the relationship between identification and job burnout. With greater validity than ever, we provide an original perspective on alleviating job burnout in public organizations.

… standards set by government departments concerning grassroots governance, service delivery… surface acting can lead to emotional exhaustion, burnout, and diminished job satisfaction, …

Background Digital burnout is an increasingly prominent mental health issue in the modern digitalized workplace. As promoters, implementers, and experiencers of digital transformation, grassroots public servants face heightened occupational health risks in technology-driven environments. This study aims to explore the formative and buffering mechanisms of digital burnout among them, providing empirical evidence for maintaining the well-being of the public servant workforce and constructing a sustainable digital work environment. Methods A questionnaire survey was conducted using convenience sampling and snowball sampling methods. A total of 656 valid questionnaires were collected from three cities in China (Shanghai, Wuhan, and Chengdu), representing the eastern, central, and western regions of the country, respectively. The data were analyzed using Confirmatory Factor Analysis, Structural Equation Modeling, and Regression Analysis to test the proposed hypotheses. Results Digital mismatch was identified as a critical antecedent to digital burnout. Specifically: (1) Digital suspension and digital overload positively predicted work stress, which in turn significantly exacerbated digital burnout; (2) Digital suspension and the digital divide had negative impact on technology identity, which effectively mitigated digital burnout; (3) Leadership care and organizational incentives played a significant negative moderating role in the relationship between digital overload and work stress, indicating that organizational support is a crucial buffering factor. Conclusion The results indicate that digital mismatch affects digital burnout through dual mechanisms of “increased work stress” and “reduced technology identity,” while confirming the moderating effects of leadership care and organizational incentives in certain paths. These findings suggest that alleviating digital burnout among employees requires focused efforts on digital suspension, the digital divide, and digital overload, by establishing an occupational health protection system encompassing technological, organizational, and individual dimensions.

… that results in emotional exhaustion and eventually job burnout. For instance, grassroots civil … the questionnaires to grassroots civil servants under the guidance of government officials, …

… at the grassroots (town or sub-district) level of government. The … indicates that key factors affect government officials’ quality of … (2017) officials face emotional exhaustion and burnout …

… local officials may impede effective governance and economic strategies, this study … grassroots cadres, the local officials in western China, to examine the influence of their psychological …

The conflict of administrative morality among civil servants at the grassroots level arises from the background of China’s long-standing traditional culture, and the current administrative system cannot keep up with the pace of economic development. In the process of grassroots management, due to the lag in the construction of administrative morality, the traditional official standard thinking, the imperfection of the current system, and the restriction of human nature, it is easy to cause the administrative moral conflict of the grassroots civil servants in practice. This paper takes the interpersonal society as the research background, analyzes the influence of the interpersonal society on the environment, and studies the administrative ethics conflicts and governance issues of basic civil servants from the interpersonal background. In addition, this paper conducts a more detailed field investigation based on fuzzy cluster analysis, analyzes the manifestations and causes of the administrative moral conflict of grassroots civil servants in the context of human society from multiple perspectives and levels, and then proposes countermeasures to solve the administrative moral conflict. The administrative moral conflict and governance of grass-roots civil servants under the background of interpersonal relationship is of great positive significance for solving the administrative moral conflict and improving the service awareness and service level of grass-roots civil servants.

BACKGROUND: Although job demands, supervisory support, and burnout have been identified as significant predictors of turnover intention, little attention has been paid to the mechanisms among these determinants. OBJECTIVE: Based on the job demand and resource (JD-R) model, this study examined the mediating roles of emotional exhaustion and depersonalization. METHODS: Data were collected from private sector social workers in three metropolitan areas of South Korea (N = 316). Two serial multiple mediation analyses were conducted to examine the mediating effects of emotional exhaustion and depersonalization in the relationships between job demands and turnover intention and between job resources and turnover intention, respectively. RESULTS: Job demands and resources were associated with turnover intention both directly and indirectly, through emotional exhaustion and depersonalization. Whereas job demands were positively associated with emotional exhaustion only, job resources were negatively associated with both emotional exhaustion and depersonalization. The sequential link from emotional exhaustion to depersonalization was present in both job demands and in the resources models. CONCLUSIONS: The findings underscore the importance of addressing potential burnout to effectively reduce turnover intention among social workers in South Korea. Implications and strategies for developing interventions and policies to reduce turnover by improving work environments are suggested.

As the face of government, street-level bureaucrats interact with the citizenry and engage in emotional labor. Here we argue that public servants risk becoming alienated due to the unsupported emotional labor demands of their jobs. Alienated public servants can, in turn, alienate citizens from their government via emotional contagion, and because targets of emotional labor can detect inauthentic surface acting, they will distrust encounters with government as a result. Human resource management practices and organizational structures can mitigate or exacerbate this effect. The problem, though, is that public service is rooted in scientific management, which reifies top-down hierarchy, increasing the likelihood of alienation through its commitment to the bureaucratic form. By extending emotional labor theory to self-estrangement and fellow-beings estrangement, our argument incorporates all four of Marx’s dimensions of alienation, including commodity fetishism, where people are things and feelings qua feelings are part of an overall public service delivery package.

Public servants’ mental health can impact how, how well, and to whom services are delivered. In this article, we extend the Job Demands-Resources (JD-R) framework to consider whether employees’ perceptions of themselves, their co-workers, and beneficiaries predict higher psychological distress during the COVID-19 pandemic. Through a survey of state and local public servants (n = 3,341), we report alarming rates of psychological distress: one in three employees are burnt out and one in five are experiencing compassion fatigue. Those who view government as the place to make a difference, and those who perceive co-workers as competent, are less likely to report distress. Those who attribute poverty to systemic factors, and not to individual flaws of beneficiaries, experience higher distress. These findings suggest an urgent need to prioritize public servant mental health, and show that individual perceptions of self and others can predict variation in psychological distress, even in periods of widespread crisis.

… as a trigger for job turnover, it should be associated with a precursor of turnover, namely … Hypothesis 3 predicted that the job conditions most predictive of depersonalization of one’s …

Understanding how public organizations can lower employee burnout is important because burnout negatively affects both employee well‐being and service effectiveness. This study explores whether public service motivation (PSM) can help alleviate burnout among frontline public sector workers, who frequently encounter high job demands and conflicting roles that heighten burnout risks. Analyzing two‐wave matched survey data from police officers collected in 2019 and 2021, this study examines whether PSM reduces burnout by strengthening perceptions of work prosocial impact. Results show that PSM's impact on burnout varies by burnout type, with a stronger effect on work depersonalization than on emotional exhaustion. By focusing on work prosocial impact as a mediating factor, this study helps to explain past conflicting findings. It enhances understanding of the PSM‐burnout link and suggests that fostering a sense of positive impact could be an effective strategy for public organizations to reduce frontline worker burnout, especially during crisis periods.

… to which job motivation, social support, public service motivation (PSM), and burnout are related to turnover intention … Finally, depersonalization in worker interactions occurs easily in the …

… outcomes, such as high job turnover, absenteeism, and deterioration in the quality of … In sum, high levels of emotional exhaustion and depersonalization, in addition to a low level …

Public library employees in the United States constitute a fundamental example of street-level bureaucrats who endure pressure from politicization, affecting how they interact with the public. The politicization of public jobs may produce burnout and health issues, and embattled employees may even leave their profession. This study uses the job demands-resources model (JD-R) to investigate whether demands resulting from politicization increase turnover intention, emotional exhaustion, and reduced compassion, and whether resources or public service motivation (PSM) buffers these effects. Using a national survey of library workers, we find that greater demands are associated with negative workplace perceptions. Resources reduce these perceptions and weaken the relationship between demands and turnover intention. PSM, however, does not moderate the impact of demands on any outcome. Leaders in politicized organizations should provide institutional support to help employees cope with demands from politicization, though emotional exhaustion and reduced compassion may occur even with ample resources.

This study analyses the level of emotional exhaustion (EE), depersonalization (DP), and personal accomplishment (PA) towards job burnout (JB). Consequently, the relationship between the emotional exhaustion, depersonalization and personal accomplishment with job burnout were determined. The research is conducted with 151 respondents whom are the employees of Royal Malaysian Police (RMP), located at Bukit Aman – Kuala Lumpur in which the findings revealed that emotional exhaustion and depersonalization has a significant relationship with job burnout, while personal accomplishment does not.

This study aims to examine the link between human resource management practices and employee outcomes (job satisfaction and burnout) in Jordan’s healthcare public sector, including recruitment and selection, training and development, compensation and benefits, performance management, employee relations, and health and safety. The study utilized a stratified random sample of 600 healthcare professionals. The sample included doctors, nurses, administrative staff, and support staff from various public sector healthcare facilities across Jordan. The use of the Maslach Burnout Inventory and the Minnesota Satisfaction Questionnaire allowed for a detailed assessment of burnout prevalence and levels of job satisfaction among these professionals. The results revealed a high burnout prevalence of over 98%, particularly in emotional exhaustion, depersonalization, and reduced personal achievement. Variances in burnout levels were observed across professional roles, with doctors experiencing high burnout. Job satisfaction was moderately reported, negatively correlating with age and experience. Increased emotional exhaustion and depersonalization were linked to reduced satisfaction. Noteworthy HRM practices contributing to increased job satisfaction included employee relations and health and safety. Conversely, compensation and benefits and employee relations contributed to reduced burnout.

… of emotional exhaustion, depersonalization, and reduced … work" of some kind. The seriousness of burnout as a social problem lies in its possible links to turnover, absenteeism, poor job …

Abstract This study investigates the relationship between burnout and organizational commitment. It tests the relationship using a sample of 700 public officers in Istanbul by using structural equation modeling. The model tested via partial least squares method via SmartPls software. Results have shown that employees’ burnout are negatively related to organizational commitment. Specifically, while emotional exhaustion is negatively related to commitment, personal accomplishment contributes positively to commitment. The experience of depersonalization has no significant relationship with all three dimensions of commitment. Findings discussed and some practical implications offered to practitioners as well as some future directions to researchers

… Staff turnover in public sector mental health services is an ongoing concern, impacting not only the costs of recruitment and training, but also the quality of services … depersonalization, …

… on job satisfaction and burnout across a range of public service occupations. While prior studies in this genre have primarily focused on human services… first-responder jobs. Despite this …

… between job characteristics of public service work and employee well-being, this study has some notable limitations regarding the sample used. The respondents were Certified Public …

BackgroundDespite working in a challenging environment plagued by persistent personnel shortages, public sector midwives in Senegal play a key role in tackling maternal mortality. A better understanding of how they are experiencing their work and how it is affecting them is needed in order to better address their needs and incite them to remain in their posts. This study aims to explore their job satisfaction and its effects on their burnout, intention to quit and professional mobility.MethodsA cohort of 226 midwives from 22 hospitals across Senegal participated in this longitudinal study. Their job satisfaction was measured from December 2007 to February 2008 using a multifaceted instrument developed in West Africa. Three expected effects were measured two years later: burnout, intention to quit and turnover. Descriptive statistics were reported for the midwives who stayed and left their posts during the study period. A series of multiple regressions investigated the correlations between the nine facets of job satisfaction and each effect variable, while controlling for individual and institutional characteristics.ResultsDespite nearly two thirds (58.9%) of midwives reporting the intention to quit within a year (mainly to pursue new professional training), only 9% annual turnover was found in the study (41/226 over 2 years). Departures were largely voluntary (92%) and entirely domestic. Overall the midwives reported themselves moderately satisfied; least contented with their “remuneration” and “work environment” and most satisfied with the “morale” and “job security” facets of their work. On the three dimensions of the Maslach Burnout Inventory, very high levels of emotional exhaustion (80.0%) and depersonalization (57.8%) were reported, while levels of diminished personal accomplishment were low (12.4%). Burnout was identified in more than half of the sample (55%). Experiencing emotional exhaustion was inversely associated with “remuneration” and “task” satisfaction, actively job searching was associated with being dissatisfied with job “security” and voluntary quitting was associated with dissatisfaction with “continuing education”.ConclusionsThis study found that although midwives seem to be experiencing burnout and unhappiness with their working conditions, they retain a strong sense of confidence and accomplishment in their work. It also suggests that strategies to retain them in their positions and in the profession should emphasize continuing education.

Purpose Based on motivation theories, such as self-determination theory, the purpose of this paper is to examine whether intrinsic and extrinsic motivations significantly influence burnout and turnover intention in the public sector. Furthermore, the authors assessed the mediating effect of organizational citizenship behavior (OCB) and public service motivation (PSM) on the relationship between intrinsic/extrinsic motivation and burnout/turnover intention. Design/methodology/approach Based on a survey of 203 public employees from local governments in South Korea, this study conducted ordinary least squares regression analysis to investigate the relationships among intrinsic/extrinsic motivation, OCB, PSM, and burnout/turnover intention. Findings The authors found that intrinsic motivation had a significantly negative effect on both burnout and turnover intention. Extrinsic motivation had a significantly positive effect only on burnout. Lastly, OCB and PSM had a mediating effect on the relationships between intrinsic motivation and burnout. Originality/value These results provide some insights into the effects of job motivation on burnout and turnover intention in the public sector. Particularly, this research highlights the importance of intrinsic motivation, OCB, and PSM in decreasing burnout and the importance of intrinsic motivation in decreasing turnover intention of public employees.

Public sector mental health care providers are at high risk for burnout which negatively affects not only provider well-being but also the quality of services for clients and the functioning of organizations. This study examines the influence of demographics, work characteristic, and organizational variables on levels of burnout among child and adolescent mental health service providers operating within a public sector mental health service system. Additionally, given the dearth of research examining differences in burnout levels among mental health sub-disciplines (e.g., social work, psychology, marital and family therapy) and mental health programs (e.g., outpatient, day treatment, Wraparound, case management), analyses were conducted to compare levels of burnout among multiple mental health disciplines and program types. Surveys were completed by 285 providers across 49 mental health programs in a large urban public mental health system. Variables representing dimensions of organizational climate and transformational leadership accounted for the greatest amount of variance in provider reported burnout. Analyses demonstrated significantly lower levels of depersonalization among Wraparound providers compared to traditional case managers. Age was the only demographic variable related to burnout. Additionally, no significant effects were found for provider discipline or for agency tenure and caseload size. Results suggest the need to consider organizational development strategies aimed at creating more functional and less stressful climates and increasing levels of transformational leadership behaviors in order to reduce levels of burnout among clinicians working in public mental health settings for youth and families.

… In any case, the authors concluded that there was little evidence that they were associated with vacancy or turnover rates ‘despite employers’ perceptions about their effectiveness' (…

… Reports of turnover rates range from 30 to 60 percent in a typical year. According to Srinika … relate to turnover and retention among child welfare, social work, and other human service …

… in contributing to workforce retention in social work. The data were … social workers not only remaining in direct practice in the long term, but continuing to be passionate about their work. …

Purpose: Job satisfaction, burnout, and organizational commitment remain concerns for human service organizations. Few studies have utilized a large sample of social workers to investigate these factors while also considering practice setting. In the present study, work-related burnout, satisfaction with workload, and satisfaction with organizational environment are examined as factors contributing to organizational commitment while comparing the measurement and predictive strength of these factors based on practice setting. Method: Confirmatory factor analyses and structural equation modeling were used to estimate and compare factors related to organizational commitment with a sample of 1,786 social workers practicing in the United States. Results: Satisfaction with organizational environment showed a strong positive relationship with organizational commitment. Work-related burnout was confirmed to have a negative relationship with organizational commitment. No measurement or structural model differences existed between social workers from different types of practice settings. Discussion: Findings suggest that increasing satisfaction with organizational environment is a better target for retaining employees than reducing workloads. Results emphasize the need for human service organizations to foster work environments which provide a climate of wellness, support, and recognition of employees' contributions at work.

Despite acute staffing shortages in social work, workforce planning within the UK social care sector is compromised by poor workforce intelligence. This study aimed to inform the evidence base providing new data on recruitment and retention in Wales, examining what personal and organizational characteristics are associated with intentions to leave, and what initiatives or incentives might mediate that effect. A multi-method design facilitated comparisons between two data sources--a census of all 22 Welsh local authority employers about recruitment and retention practices and a survey of all social workers and senior practitioners employed in social services (n = 998; response rate 45.9%) about demography, workforce characteristics, working patterns, morale and plans and reasons for leaving one's job. Vacancy (mean 14.4%) and turnover (mean 15%) rates were statistically significantly higher in children's services than in adult services; vacancy rates were also higher in authorities that offered higher starting salaries. The provision of certain types of traineeship might also be associated with higher vacancy rates but these results should be treated with some caution. There was little evidence that recruitment and retention initiatives were associated with lower vacancy or turnover rates, despite employers' perceptions about their effectiveness. Social workers derived a lot of satisfaction from their work, but more than a quarter wanted to leave their job within 6 months, and almost as many were actively seeking alternative employment. Intention to leave was explained by job and employer satisfaction, and negative feelings about pay. Senior practitioners and staff members with longer lengths of service were less likely to want to leave, even if they were dissatisfied with their job or employer. Job and employer dissatisfaction was associated with retention initiatives related to facilities, good caseload management and home-working, suggesting that dissatisfied staff might remain in employment for longer if these initiatives were in place.

There is general agreement that social worker turnover is not desirable. Yet social work administrators who want to institute changes which might reduce the rate of turnover have little accurate information about the causes of worker mobility -and without such information, any change activity must be based on a trial-and-error approach. In this study general propositions and hypotheses about social work turnover have been deduced from what is known about worker mobility generally and have been assessed in the light of the available literature on social worker mobility. The effectiveness of social work services depends in no small measure on the quality and quantity of social workers available to man these services. And both quality and quantity are affected negatively by staff turnover, that is, by employed social workers leaving their job for another job, within or outside of social work. Social work administrators and manpower experts agree that high turnover rates are undesirable. But there is little concensus on the causes of turnover. The literature on turnover, especially among blue-collar and clerical employees, is extensive, but little attention has been paid to turnover among social workers. Price (38), in the most recent book on turnover, lists over 400 items in his bibliography; of these only four have reference to social workers. This study set out to explore what is known about the causes of social work turnover. We attempted to cover the total research literature, but for technical reasons concentrated on studies from the United States, United Kingdom and Israel. *

… by examining retention, turnover, and mobility of social workers in … the HSE as an employer retained slightly over half of all … the attrition rate of this group (ie those who left the social work …

Objective: To systematically review international evidence on the effectiveness and cost-effectiveness of interventions targeting the mental health, wellbeing, and retention of child and family social workers and their impact on child and family outcomes.Method:Systematic review and narrative synthesis of quantitative comparative studies. Published or unpublished research was sought via 12 bibliographic databases, websites, contact with experts, and citation tracking. Studies in any language were eligible for inclusion. Quality was assessed using Cochrane appraisal tools.Results: Fifteen studies were identified from 24 papers. Three studies considered individual-level interventions, with mixed and inconclusive findings. Eleven considered organisational interventions, with mixed but more promising findings. One study considered community-level interventions, with positive findings but a serious risk of bias. Only one study considered costs.Conclusion: The quality of evidence overall does not warrant clear recommendations for services. Organisation-level interventions show some promise. Robust, high-quality interventional studies are needed.

PURPOSE The aim of this study was to identify the critical factors that influenced the turnover and retention of social workers and to propose strategies for enhancing professional social work teams. METHOD A discrete-choice experiment (DCE) method was employed to approach to assess social workers' preferences regarding both income-related and non-income-related factors affecting their willingness to remain or leave their positions. RESULTS Both income-related and non-income-related measures significantly affected social workers' the willingness to retain in their roles. Specifically, increasing the base salary had a stronger effect compared to performance pay. Among the non-income factors, providing career development opportunities had the strongest effect, followed by improving management, while honors had the weakest effect. Furthermore, it was observed that the effects of these improvements varied depending on the social workers' backgrounds and the types of social work clubs they were associated with. For instance, promoting career development was found to be more effective in well-developed clubs, while income incentives appeared to be more impactful in less developed clubs. DISCUSSION AND CONCLUSION The study highlighted the importance of both income-related measures and non-income factors in addressing the issue of turnover and promoting stability within professional social work teams. Additionally, the observed heterogeneity in the effects of these improvements emphasized the need for tailored retention strategies that consider the diverse backgrounds of social workers and the specific organizational contexts they operate in.

… of turnover intention of social workers. Retention of social workers is critical in the social welfare field because a high turnover rate is directly related to the deterioration of service …

ABSTRACT In a mixed methods research, we explored various professional aspects of the Romanian social work workforce, such as employment, responsibilities, available resources, satisfaction at work, professional quality of life, among others. Through an online survey (n = 1044), we asked respondents to rate how satisfied they are with various resources available at work. We tested three models (using linear regressions) to predict satisfaction at work. The significant predictors are the level of trust in colleagues, the number of unpaid overtime and the perceived caseload. While the three variables explain 20% of variation in satisfaction, trust in colleagues alone explains 16%. We argue that the organisation of social work services is crucial for satisfaction at work. We highlight that focusing on increasing skills and individual wellbeing is not sufficient for creating high-quality social services capable of addressing the multitude and complexity of current social issues.

Context: The UK social care sector has come under increased pressure to combat workforce shortages. With international recruitment of professionals impacted by Brexit and the COVID-19 pandemic, social care is in need of innovations to attract, recruit and retain staff. Objectives: This review aimed to identify (1) innovations to attract, recruit, and retain social workers (professionals working with children and adults to protect them from harm, often as case managers) and the wider social care workforce (workers providing direct practical support to children and adults with their daily activities) and (2) factors influencing staff turnover in the UK context. Method: Pre-defined inclusion criteria were developed using the SPIDER (Sample, Phenomenon of Interest, Design, Evaluation, Research type) framework. Searches were conducted across three databases and 32 key United Kingdom third sector and government organisations from 2001. In total, 1,835 citations were retrieved and 40 met the eligibility criteria (13 for social workers and 28 for social care workforce). Thematic analysis was used to explore the data and presented across two evidence maps. Findings: Evaluation evidence was only available for a small portion of innovations identified. Practice learning, fast-track graduate programmes, and apprenticeships may support the retention of social workers, while pre-employment training, national recruitment campaigns, care work ambassadors, and values-based recruitment could help attraction, recruitment, and retention of the wider social care workforce. Limitations: Most of the included studies were conducted pre-pandemic and mainly relied on descriptive and explorative methodologies. Implications: Future policy initiatives should include an evaluation strategy from the outset to develop a more extensive evidence base. Funding bodies should offer schemes supporting research in this area. © 2022 The Author(s).

… a director with a PhD in social work. Nurses have directed the department … , social workers joined with nursing to become The Department of Care Coordination. Social workers retained …

… Therefore, three findings of this review that are encouraging for social work are as follows: (1) Social workers' retention rates were no worse than those of other mental health …

The turnover rate of social welfare workers across the USA is incredibly high. The Administration for Children and Families report that some jurisdictions experience turnover rates of up to 90%. This has been an ongoing challenge faced by agencies across the USA since the 1960s (Strolin-Grotzman et al., 2010). In this study, the attempt was to answer three main questions: 1) what are some of the factors that lead to social workers leaving their jobs?; 2) what are some of the factors that determine why some social workers stay?; 3) are the recent reforms made at the Massachusetts Department of Children and Families effective? While social worker turnover has been widely studied, literature on the causes of social worker retention, i.e., why do some social workers continue in their jobs, is relatively scarce. Therefore, the in depth interviews provided understudied insights on the causes of social worker retention. Findings show that the factors that make people leave this profession are different from those that make people want to stay. Based on these findings, the study provides several recommendations that can help increase retention in the field.

The need for public services is currently increasing both in quantity and quality. In public service, employees need high job satisfaction because if they are satisfied with their work, they will be happy to do their duties and obligations to provide good service. Employee job satisfaction is influenced by several factors both from within and from the environment. This study aimed to examine the effect of customers Incivility and work stress on job satisfaction through burnout. This research was conducted on 191 respondents in the office of the Unit of Investment and One-Stop Services in the Kelurahan in DKI Jakarta Province. The survey was conducted by distributing questionnaires to 191 front office officers working in public service offices. The data were analyzed using the SEM (Structural Equation Modeling) analysis technique using Lisrel. The results of the study found that customers Incivility and work stress have a positive and significant effect on burnout. Furthermore, burnout has a negative and significant effect on job satisfaction. This study implies the importance of local government to pay attention to employee burnout aspects in increasing job satisfaction and front office employee performance.

Background: The work stress of civil servants has gradually increased as a result of the modernization of China’s national governance system and capacity. However, research on the correlations among work stressors, work stress responses, and subjective well-being (SWB) of civil servants is scarce. Methods: In accordance with the current research status on work stress and SWB, a survey of 874 civil servants in China was carried out from May to June 2018. The revised stress response questionnaire of civil servants, work stressors questionnaire of civil servants, and a simplified edition of the SWB scale of China’s urban residents were used in this study. Results: Superiors impose the major work pressure on civil servants, followed by interpersonal relationship, work particularity, career prospect, work task, perfectionism, and job responsibility. The work stressors of civil servants were significantly related to gender, age, marital status, working years, educational background, and position (P<0.05). The work stressors of civil servants were significantly positively correlated with work stress responses (P<0.05). The work stressors and work stress responses had a significantly negative correlation with SWB. Conclusion: SWB can be accurately predicted by work stressors and work stress responses. These findings can provide references and guidance for the society and government sectors to accurately understand and cope with the treatment of civil servants, formulate work stress management countermeasures, and create a high-level working environment for civil servants.

Background Since the 2000s, local governments have contracted out more and more social services to social work organizations in China. Social workers are thus experiencing the inconsistency between local governments' and clients' demands and the deviation from the professional duty of helping clients, which may result in conflicting and unclear roles in their jobs and further lead to burnout. Based on the Role Stress-burnout Model and the previous theoretical and field-work investigations, this study examined the effects of the government-client work interaction frequency gap on social workers' burnout as well as the mediating effects of role ambiguity and conflict and the moderating effects of the non-front-line work. Methods A cross-sectional study of 2,643 front-line social workers and 2,599 supervisors or managers from 56 major cities all over China was conducted. Work burnout was measured by the 22-item three-dimension Maslach's Burnout Inventory Scale. Rizzo et al.'s 14-item scale measured role conflict and ambiguity. The government-client working interaction frequency gap was measured by the difference between the five-point level of work interaction frequency with governments minus the one with clients. Structural equation modeling was adopted to test the mediation and moderation models. Results Results showed that for the front-line social workers, besides directly reducing personal accomplishment, the government-client work interaction frequency gap could indirectly neutralize its alleviating effects on emotional exhaustion (Mediating effect ratio = −63.64 %), make its total effects on depersonalization significant (37.03%), and reduce personal accomplishment further (23.08%) through increasing social workers' feeling of role conflict. However, the above mediating effects of role conflict were not significant for social workers with extra management or supervision workload, revealing the moderating effects of non-front-line work. Conclusions This study revealed that front-line social workers in China who had more work interaction with governments and less with clients could have higher role conflict, increasing their burnout further. Therefore, social work educational programs should include adequate mental adjustment courses and practical emplacement to prepare students for the potential role conflict. Furthermore, higher-level governments should issue relevant regulations to form a collaborative rather than an employment relationship between local governments and social worker organizations.

It is often argued that employees satisfied with their jobs perform better, which in turn will lead customers to be more satisfied. Private sector studies have found support for this “satisfaction mirror” hypothesis. Our study is the first to provide direct, individual-level evidence of its existence in the public sector. We conducted an original survey of village officials in small, rural Chinese villages, and local citizens interacting with them. Village officials are charged with delivering nearly all types of public services to citizens. They are typical street-level bureaucrats, directly interacting with citizens with a degree of discretion. We focus on the senior village official, known as village director. We link the responses of 949 citizens to their corresponding 96 village directors to test the connection between job satisfaction and individual citizens’ satisfaction with these village officials’ work. Using structural equation models and causal mediation modeling (all N=949), we find evidence in accordance with a “satisfaction mirror.” To assess potential social desirability bias, we conduct a list experiment. Taking this into account and relying on an external performance measure still yields a substantively meaningful estimate of a “satisfaction mirror.” Our study theoretically and empirically identifies the linkage between job satisfaction of street-level bureaucrats and citizen satisfaction as a key aspect of citizen-state relations..

Mental health problems of various populations during the COVID-19 pandemic have received high attention, but there is little research on the mental health of Chinese civil servants. The present study investigated occupational stress, mental health problems (i.e., anxiety, depression, and insomnia), social support, and work-family conflict in Chinese civil servants during the COVID-19 pandemic. A total of 327 civil servants in Wenzhou city, China, participated in an online survey, which collected data on socio-demographic characteristics, occupational stress, mental health problems (i.e., anxiety, depression, and insomnia), social support, and work-family conflict. Data were analyzed using non-parametric tests and a multiple mediation model. Self-reported risk at work and support from mental health workers were relatively low. Anxiety, depression, and insomnia prevalence were 49.24 %, 47.1 %, and 20.48 %, respectively. Those who held higher ranks at work had lower levels of anxiety and depression. In addition, those who felt bad about their health status had more mental health problems. Social support and work-family conflict mediated the relationship between occupational stress and mental health problems significantly. Stress management training, organizational-level improvement in work arrangements, and professional mental health services are warranted for Chinese civil servants during the pandemic.

This article investigates the sources of job satisfaction among practitioners and managers employed in the Norwegian public social services and the professionals ´ perception of social rewards in particular. Being valued, receiving praise and positive feedback are considered to be important aspects of job satisfaction. Nevertheless the expertise and competence of social workers is not always acknowledged. A central question raised is whether the workers ´ job satisfaction is influenced by their opportunities for support and recognition, compared to other (intrinsic and organisational) rewarding aspects available to social service workers. The empirical data come from a 2004 quantitative survey among social workers in local welfare agencies. Despite conflicting demands and lack of resources in the front line services, findings indicate that managers and practitioners perceive their work as overall equally satisfying. Still, the managers find their job more interesting and challenging due to their position, reporting higher feelings of accomplishment and control over work. Receiving public approval and co-worker support are positively associated with job satisfaction within both work positions, while superior support and client recognition were found to be significantly rewarding aspects to the practitioners only. The final discussion addresses the challenges for an organizational climate that sustain the worth and contribution of social professionals.

On the basis of human resources management theory, the grass-roots government human resources management mode in China was outdated. For the management functions of human resource in allocation optimizations are not into full play. What’s worse, it is not adapted to the pace of development of the times and failed to form a new government human resources management mode in a new era. In addition, as grass-roots of functions sector and government image, township government’s executive force is vital. It is of new and original idea in this paper for township government human resources management to introduce enterprises’ new concept and mode to promote China public sector in human resources management system. This study aims to understand the grassroots government personnel and human resource management research including enhance the government of implementation force and efficiency of public sector human resources which can give full play to the government's service function. Keywords—administration management, human resources management, personnel administration, local government, constructive suggestions I. CHARACTERISTIC OF THE GOVERNMENT'S HRM Government's human resources management has its uniqueness because of the characteristics of the Government itself and the characteristics of HR department. This is mainly for: Firstly, the personnel administration is complex. The government departments are under horizontal differentiation and vertical levels control. Secondly, it has specific legal regulation which ensures that Government departments can exercise legitimate authority. Thirdly, it has more non-quantitative characteristics, such as the assessment of civil servants ' political demands, morality and talent. Human resource management in government departments need to develop performance indicators which are applicable to governmental organizations. II. SEPARATE GOVERNMENT AND ENTERPRISE HRM. A. Great political demands Political demands are so great that government have to pay more attention to political culture than companies. Although purpose of the enterprise is profit, enterprises should also be more focused on employees’ knowledge, professional skills, work experience, economic benefits as well as other factors during recruiting. B. Diversity in responsibilities It assumes diverse responsibilities in this position. Targets are always a little bit more abstract than business goals. Work is hard to quantify as well. Government performance management is regarded as complex in modern society. C. Differences in oversight mechanisms. Government department is a public service institution, which means all the activities must be provided to serve the public. Besides, it should be monitored and evaluated by the criterion of the public and subject to public supervision. Influenced by global government human resources management change, our government human resources management system has been reformed continuously after Opening up reform [1]. And which requires the government department of human resources managers explore a suitable management concept and behavior, like entrepreneurs, to be enterprising and innovative. Whether in decentralization, performance pay, deregulation or privatization, scholars have maintained a basic consensus about the responsibility of the public administration is constantly adapted to the changing environment [2]. In the reform of the civil service, most countries in the world enhance the core functions of human resources management, ease the traditional value rules, decentralize personnel functions and enhance institutional autonomy to improve the administrative efficiency of the government. III. THE CURRENT GOVERNMENT'S HR WEAKNESS A. Lack flow mechanism and service consciousness Some workers believe that the work in government department is very stable. Reporting for duty on time every day without too much work to do and getting a good salary and welfare every month seem to be the whole. However, poor enthusiasm, seldom initiative and lower consciousness of service of workers makes it difficult to level the playing field in such a management mode. In that condition, the workers may be treated unequally and result in a depressing atmosphere and flowing mechanism. The overall work quality of the unit is not appropriate.

As the national governance focus shifts downward, the administrative burden on street-level bureaucrats(SLBs) continues to increase. Consequently, SLBs appear less inclined to exercise their discretion, resulting in the phenomena of “lying flat” and “avoiding responsibility” at the grassroots level. This study uses a survey experiment to simulate street enforcement scenarios and analyze the relationship between administrative burden and the willingness of SLBs to exercise their discretion. The study found that SLBs’ willingness to exercise discretion weakens under administrative burdens. Additionally, public service motivation may exacerbate the perception of administrative burden in high-enforcement-burden scenarios. The research findings offer a framework for optimizing the structure of grassroots administrative burdens and increasing the willingness of SLBs to exercise their discretion.

… theory, this study identifies administrative burden as an … regulatory oversight, information systems, job design, and the division of labor can reduce unnecessary administrative burden …

… activists who had begun their careers in grassroots organizations, is now increasingly hiring … , due to high staff turnover rates, and the lack of sustained funding for both staff salaries and …

Environmental activism organizations depend on recruiting and retaining individuals willing to engage in leadership tasks on a voluntary basis. This study examined the resources which help or hinder sustained environmental volunteer activist leadership behaviors. Interviews with 21 environmental volunteer activist leaders were analyzed within a Resource Mobilization Theory framework. While six resources supporting sustained engagement in volunteer activist leadership behaviors were identified, only three were sought by all participants: time, community support, and social relationships. Money, volunteers and network connections were considered valuable resources, however their acquisition generated significant additional administrative burdens. Social relationships sustained volunteer activist leaders through fostering feelings of positive emotions connected with the group. We conclude with suggestions for organizations seeking to increase retention of activist volunteer leaders: namely larger organizations sharing their resources to reduce administrative demands on volunteer activist leaders in smaller organizations; developing movement infrastructure groups to build and sustain networks; and the prioritization of positive relationships within volunteer teams.

… tional aspects of policy implementation at the grass roots and that problems with policy implementation, in turn, help to explain subsequent changes in the evaluation system itself. This …

PurposeThe purpose of this paper is to explore the relationship between the determinants of public employee turnover intent and the use of workplace flexibilities, with particular attention on the role that gender plays on the relationship between these two constructs.Design/methodology/approachUsing a cross-sectional quantitative research design, the data collection specifically targeted employees of US municipalities that had a significant portion of their workforce using some type of alternative work schedule. Nine cities from six different states were included in the data collection.FindingsIn support of prior research and conventional wisdom, the authors find that the use of alternative work schedules is associated with lower expressions of turnover intent, but this relationship is only significant for female municipal employees.Research limitations/implicationsOne limitation of the study is that it is mono-source data. A second limitation relates to the lack of controls for contextual and occupational characteristics. Further research is needed on the relationship between alternative work schedule choice and turnover, particularly exploring how other characteristics might impact the relationship between employment flexibilities and turnover.Practical implicationsOverall, the results of the analysis align with broader observations of the need for increasing workplace flexibilities and scholarship exploring these flexibilities, especially for female employees who are attempting to integrate their work and family responsibilities.Originality/valueThere has been relatively little research exploring the relationship between the determinants of turnover intent and the use of workplace flexibilities at the municipal level of government. This is particularly important given that employment in local government is larger than both federal and state government employment combined in the USA (US Census Bureau, 2017).

… Taken together, these factors show that small local governments are not complacent with stability but open to the increasing competitive pressures and uncertainty in their environment. …

… local governments performing workforce planning is consistent with the findings of other studies.Although few local governments have formal workforce … “stability of tenure of personnel.”…

BACKGROUND Employee turnover, defined as total separations from employment, is expensive, can result in lost capacity, and can limit local health departments' (LHDs') ability to respond to public health needs. Despite the importance of workforce capacity in public health, little is known about workforce turnover in LHDs. PURPOSE To examine the extent to which LHDs experience turnover and identify LHD characteristics that are associated with turnover. METHODS A cross-sectional data set of employee turnover and LHD characteristics from the 2013 National Profile of LHDs was analyzed. Descriptive statistics and bivariate analyses were conducted in 2014 on turnover rates. The effect of the following LHD characteristics on turnover rates were examined: population size, governance type, degree of urbanization, top executive experience level, expenditures per capita, and LHD budget cuts. RESULTS In 2013, LHDs experienced a mean turnover rate of 9.88%; approximately one third of turnover was due to retirements. LHDs with shared state and local governance experienced a higher turnover rate than LHDs with exclusive state or local governance. LHDs that are units of state agencies had a significantly higher retirement rate than those governed by local authorities. Top executive experience level, per capita expenditures, and LHD budget cuts were also related to turnover rates. CONCLUSIONS LHDs experienced a lower overall turnover rate than state health departments in 2011 and lower than all local and state government agencies in 2012. Strengthening leadership skills of new top executives and ensuring adequate funding may reduce turnover in LHDs.

Background Recruiting and retaining a skilled health workforce is a common challenge for remote and rural communities worldwide, negatively impacting access to services, and in turn peoples’ health. The research literature highlights different factors facilitating or hindering recruitment and retention of healthcare workers to remote and rural areas; however, there are few practical tools to guide local healthcare organizations in their recruitment and retention struggles. The purpose of this paper is to describe the development process, the contents, and the suggested use of The Framework for Remote Rural Workforce Stability . The Framework is a strategy designed for rural and remote healthcare organizations to ensure the recruitment and retention of vital healthcare personnel. Method The Framework is the result of a 7-year, five-country (Sweden, Norway, Canada, Iceland, and Scotland) international collaboration combining literature reviews, practical experience, and national case studies in two different projects. Result The Framework consists of nine key strategic elements, grouped into three main tasks (plan, recruit, retain). Plan: activities to ensure that the population’s needs are periodically assessed, that the right service model is in place, and that the right recruits are targeted. Recruit: activities to ensure that the right recruits and their families have the information and support needed to relocate and integrate in the local community. Retain: activities to support team cohesion, train current and future professionals for rural and remote health careers, and assure the attractiveness of these careers. Five conditions for success are recognition of unique issues; targeted investment; a regular cycle of activities involving key agencies; monitoring, evaluating, and adjusting; and active community participation. Conclusion The Framework can be implemented in any local context as a holistic, integrated set of interventions. It is also possible to implement selected components among the nine strategic elements in order to gain recruitment and/or retention improvements.

Designers and implementers of decentralization and other reform measures have focused much attention on financial and structural reform measures, but ignored their human resource implications. Concern is mounting about the impact that the reallocation of roles and responsibilities has had on the health workforce and its management, but the experiences and lessons of different countries have not been widely shared. This paper examines evidence from published literature on decentralization's impact on the demand side of the human resource equation, as well as the factors that have contributed to the impact. The elements that make such an impact analysis exceptionally complex are identified. They include the mode of decentralization that a country is implementing, the level of responsibility for the salary budget and pay determination, and the civil service status of transferred health workers.The main body of the paper is devoted to examining decentralization's impact on human resource issues from three different perspectives: that of local health managers, health workers themselves, and national health leaders. These three groups have different concerns in the human resource realm, and consequently, have been differently affected by decentralization processes. The paper concludes with recommendations regarding three key concerns that national authorities and international agencies should give prompt attention to. They are (1) defining the essential human resource policy, planning and management skills for national human resource managers who work in decentralized countries, and developing training programs to equip them with such skills; (2) supporting research that focuses on improving the knowledge base of how different modes of decentralization impact on staffing equity; and (3) identifying factors that most critically influence health worker motivation and performance under decentralization, and documenting the most cost-effective best practices to improve them. Notable experiences from South Africa, Ghana, Indonesia and Mexico are shared in an annex.

… we use to improve workforce stability within the resources we … Workforce stability is essential to providing care of the … to both service quality and staff stability. What we must have is more …

… Turning to the question of job stability, we can report that our … not represent a loss to the ECE workforce, especially if it stems from … and should improve the overall quality of the workforce. …

… The high significance of TI in the individual’s actual turnover … were male, reported higher perceived stress, did not have … lower community satisfaction, had greater dissatisfaction with job …

Objective To investigate the relationship between job satisfaction, work stress, work–family conflict and turnover intention, and explore factors associated with turnover intention, among physicians in Guangdong Province, China. Methods From August to October 2013, physicians completed questionnaires and scales with regard to their job satisfaction, work stress, work–family conflict, and turnover intention. Binary logistic regression and structural equation modelling (SEM) were used in data analysis. Results A total of 3963 physicians were approached, with 3563 completing the questionnaire. The mean score of the overall perception of turnover intention of physicians who worked in Guangdong was 2.71 on a scale ranging from 1 to 6. Hours worked per week, working in an urban/rural area, type of institution, and age significantly impacted on turnover intention. Turnover intention was directly and negatively related to job satisfaction, and it was directly, indirectly and positively related to work stress and work–family conflict. Conclusion Job satisfaction, work stress, work–family conflict, hours worked per week, working in an urban/rural area, types of institution and age are influencing factors of turnover intention. Reducing working hours, raising salary, providing more opportunities for career development and training, supporting and encouraging physicians by senior managers could potentially contribute to the reduction in turnover intention.

Background The shortage of health care workforce is a common problem all over the world and one of the main reasons for the shortage is the high turnover rate. Based on the characteristics of medical work, this study explored the relationship among public service motivation (PSM), work stress, task performance and turnover intention. Methods Medical personnel in public hospitals were selected by stratified random sampling in Jilin province of China and validated scales from previous studies were applied to measure the variables. Besides, a structural equation model of turnover intention was constructed to demonstrate the relationship. Results A total of 3191 valid questionnaires were collected. The results showed that the score of turnover intention was 2.02 ± 1.13. There are significant differences in turnover intention among medical staff of different genders and departments. At the same time, PSM had direct and negative effects on the turnover intention (β = −0.292, P < 0.001), work stress had direct and positive effects on the turnover intention (β = 0.479, P < 0.001), whereas task performance had no significant effect on turnover intention (β = 0.044, P < 0.142). The results showed an acceptable fit model. Conclusion The greater the PSM, the lower the turnover intention, and the higher the work stress, the higher the turnover intention. In addition, work stress and task performance play a mediating role between PSM and turnover intention. This paper provides theoretical support for the measures to reduce the turnover intention of medical staff.

… improvements in burnout inventory measures, including emotional exhaustion (ΔM = −0.38), … Consequently, the company’s human resource management sought further assistance from …

Administrative culture is the value basis of policy implementation. It will be expressed through the materialized forms such as thoughts, systems, and behaviors, and become the background framework of policy implementation. However, in the process of policy implementation, the grass-roots civil servants show some problems, such as dislocation of values, ambiguity of behavior boundary, and dilution of pragmatic style. These problems will be attributed to the influence of "power-based" administrative concept, lack of administrative system culture and negative administrative psychology. So it's necessary to reshape modern execution concepts, strengthen construction of administrative system culture and cultivate administrative behavior culture to optimize the cultural environment. Only in this way, can we more effectively improve the implementation system of grassroots policies.

Drawing on our comparative research project conducted in six European cities, this article proposes a tentative politics of exhaustion as a way to understand the promise and perils of women of colour activists’ solidarity work. Through an examination of how women of colour activists strategise, organise and mobilise, we demonstrate the political and psychological impact of exhaustion. To declare exhaustion, we argue, is to hail the equally exhausted to build solidarity. Understanding the politics of exhaustion can help shed light on the creative practices of women of colour activists in European cities today, as well as highlight the structural processes that demand activists’ exhaustion.

Small rural tourism festivals can struggle with governance issues, including succession planning and problems with leadership. This could be linked to several factors, including the largely voluntary composition of organising committees, lack of resources, or the stage the festival has reached in the event life cycle. Surprisingly, little research has explored these challenges, despite the ongoing viability of these festivals often being crucial for the socio-cultural and economic sustainability of local communities, attracting tourists and income, and providing social benefits. A phenomenological qualitative study was conducted, involving in-depth interviews with 13 organisers and stakeholders of 7 rural Australian festivals, together with background studies of the communities involved and their festivals. Findings highlight the different approaches taken by rural communities to manage the growing complexity of festival organisation, including finding new committee members and dealing with perceptions that these committees are not representative of the whole community. Issues of burnout were raised, linked to the increasingly onerous regulatory and administrative burden of managing and staging these events. This created a need for greater professional assistance, generally from local government: consideration is given to the pros and cons of this development. The paper provides a micro-study of wider community tourism governance issues.

Activist burnout is a common threat to activists’ personal sustainability and to a movement's effectiveness. Compared to related fields such as humanitarian aid or social work we know relatively little about mental health risks in activists or how a specific activist environment may contribute to mental health outcomes. This study examines the case of the No Borders movement in Europe, a grassroots movement fighting for migrant rights. The movement's groups are highly diverse in terms of nationality, ethnicity, culture, and religion because they are composed of refugees, migrants, and local populations. Following the vulnerability-stress-model, the article asks: which specific stressors occur in the No Borders movement? The analysis is exploratory and based on ethnographic research and qualitative interviews (N = 26). Situational Analysis (SitA) shows that: a) activists have to navigate a complex environment in which radical grassroots activism meets humanitarian emergencies, and b) in dealing with diversity and intergroup conflicts they are under pressure to live up to their political ideals. These insights led to the identification of three stressors: prefigurative betrayal, inadequate expectations, and split of life-worlds. Understanding these stressors can contribute to informing preventive measures in No Borders and in other migrant or antiracist movements.

Purpose: The current research on frontline medical staff in China fighting against COVID-19 has not yet addressed job satisfaction. The purpose of this study is to investigate the job satisfaction of those who were sent to support Hubei province, China, or worked in local designated hospitals, and then analyze the associated influencing factors. Materials and Methods: A total of 455 medical staff who worked at the frontline of the prevention and control of COVID-19 in Hubei province was selected using simple random sampling. They were asked to fill out a self-developed general information questionnaire as well as the Minnesota Satisfaction Questionnaire (MSQ), from 10 January to 10 March 2020. Results: The average job satisfaction score of the participants was 82.58 ± 11.11. The influencing factors include education (P = 0.002), years of work experience (P = 0.006), anti-epidemic work duration (P = 0.048), daily sleep duration (P < 0.001), and the form of participation (P < 0.001). Conclusions: This study, for the first time, measures the job satisfaction of frontline medical staff in fighting against COVID-19 in China. The job satisfaction of frontline medical staff was at a “relatively decent” level, higher than the previous similar measures among medical staff. Related management departments should further improve the job satisfaction of frontline medical staff by meeting their reasonable demands, strengthening the emergency response and practical operation training of junior staff, and ensuring their ample time for sleep and rest. This study is of great reference value for improving the job satisfaction level of frontline medical staff during public health emergencies, developing medical staff security policies, and promoting the establishment of emergency response teams.

Background Knowledge on the quality of life (QOL) of civil servants is limited. Therefore, the aims of this study were to investigate the QOL of civil servants, and examine whether occupational stress and job satisfaction mediated the association between neuroticism and QOL in civil servants from Shandong, China. Methods The cross-sectional study included 559 civil servants aged 27 to 60 years from Shandong province in China. Participants completed questionnaires assessing neuroticism, occupational stress, job satisfaction, and QOL. Structural equation modeling (SEM) was conducted to examine the hypothetical model. Results Among the civil servants, the average score for QOL was 75.49 ± 14.73. The SEM analysis showed a good fit of the data to the hypothesized model. Neuroticism, occupational stress, and job satisfaction explained 38% of the variance of QOL. Neuroticism was positively correlated with occupational stress and negatively correlated with job satisfaction and QOL. A strong direct effect (− 0.386, P  < 0.01) and moderate indirect effect (− 0.133, P  < 0.01) of neuroticism on QOL mediated by occupational stress and job satisfaction were observed. In addition, a direct effect (− 0.197, P  < 0.01) and an indirect effect (− 0.044, P  < 0.01) of occupational stress on QOL mediated by job satisfaction were also observed. Conclusions Occupational stress and job satisfaction partly mediated the relationship between neuroticism and QOL among Chinese civil servants. Thus, selecting individuals with a low level of neuroticism as civil servants, reducing occupational stress, and increasing job satisfaction may be important measures to improve their QOL.

1 Region of Attica, Department of Environmental Hygiene and Public Health Inspection, South Sector of Athens, Athens, GREECE 2 Department of Health Sciences, School of Medicine, European University Cyprus, Nicosia, CYPRUS 3 Research Center of Excellence in Risk & Decision Sciences CERIDES, School of Sciences, European University Cyprus, Nicosia, CYPRUS 4 Department of Physical Education and Sport Science, University of Thessaly, Trikala, GREECE *Corresponding Author: adamopoul@gmail.com

… senior UK civil servants were significantly more job dissatisfied … The main sources of stress were “factors intrinsic to the job’’ … job and their organization. These results are fully discussed. …

Research background: Different crises (COVID-19 pandemic, war, natural disasters etc.) usually require new ways for providing public services to the citizens and, from this, to reinterpret and adjust the role of the public servant as the strategic key for assuring the continuity of the governance at all levels. Purpose of the article: The article establishes a relationship between the public service motivation dimension and job satisfaction aimed to analyze the mediating role of social support in a crisis. Methods: The standardized questionnaires, i.e. The Minnesota Satisfaction Questionnaire, Work Design Questionnaire, and Perry’s PSM scale, were used to observe variables in the research model. An exploratory factor analysis was used before hypothesis testing. We deployed a structural equation modelling (SEM), as a multivariate technique, to test and evaluate multivariate causal relationships between constructs. Findings & value added: Based on a sample of selected Central and East European countries (namely Poland, Romania, and Serbia), the study confirms the significant impact of social support on the relationship between self-sacrifice and compassion, as a public service motivation dimension, and extrinsic job satisfaction and intrinsic job satisfaction. Social support received from colleagues and supervisor is identified as a powerful non-monetary means of neutralizing negative effects during crises and increasing job satisfaction.

… The aim of this study was to investigate the effects on employee strain and satisfaction of the implementation NPM in a public service organization. The study was designed as an …

This study aims to fill the previous research gap by examining the relationship between job stress, work-family conflict (WFC), and job satisfaction. It also investigates the mediating effect of job burnout, through which job demands influence job satisfaction, and examines the moderating effect of emotional intelligence (EI) on these relationships through the lens of the job demands-resources (JD-R) model. The data for this study was collected from 279 respondents who were frontline employees in 14 banks in Palestine. A cross-sectional research approach was performed using a partial least squares path modeling approach. The study finds that job demands (job stress and WFC) increase job burnout. Contrary to expectations, job demands have a negative but not significant direct effect on job satisfaction. Further, job burnout reduces frontline bank employees’ job satisfaction. Regarding the mediating effect, job burnout fully mediates the relationship between job demands and job satisfaction. The findings suggest that the relationship between job stress and job burnout is stronger when EI is comparatively low. The study thus extends prior research by investigating the conditional indirect effect of job stress on job satisfaction when job burnout acts as a mediator and EI is the moderator. It contributes to the JD-R literature by providing support from the Palestinian banking sector.

Abstract The Chinese firefighting system has been transferred from military soldiers to professional civil servants since the 2018 institutional reform, and they have become a critical component of the newly established Department of Emergency Management. Studies on firefighters in China are limited, and this study can contribute to our understanding of the mental health and influencing mechanisms of emergency management workforces like firefighters, particularly in the context of institutional reform and a shortage of disaster workforce worldwide. This study investigates the associations between public service motivation (PSM), employee resilience, job satisfaction, depression and anxiety (DA) in firefighters. A questionnaire survey of 776 firefighters from two provinces, one from the north and the other from the south, was conducted. Chain-mediated regression models were used to analyze the associations. The results demonstrate that firefighters with more PSM have significantly lower depression and anxiety (beta = −0.215, p < 0.001), higher degrees of employee resilience (beta = 0.946), and job satisfaction (beta = 0.633). Employee resilience and job satisfaction mediated the relationship between PSM and DA. Three indirect pathways were detected. First, a higher PSM is associated with higher employee resilience and lower DA. Second, a higher PSM is correlated with higher job satisfaction and lower DA. Third, the coefficients between PSM, employee resilience, job satisfaction, depression and anxiety are statistically significant. This paper provides a valuable contribution to the knowledge of human resource management and the well-being of the emergency management workforce.

… to cope with stressful situations, thereby buffering the potentially negative effects of high … high job demand variability on job satisfaction. Our conclusion is that providing front-line service …

China's property services industry has experienced more than 40 years of development since 1981, and the issue of human resources is one of the most important issues for companies to improve their service quality as well as their service brand.However, in recent years, the loss of grassroots staff in property companies has been a serious problem, constantly weakening the competitiveness of the companies.This paper takes a property company as the research object and analyses the problem of massive staff turnover at the grassroots level of the target company by means of questionnaires and interview methods.The results show that the sense of belonging and job satisfaction of the grass-roots employees of Enterprises X are both at a low level.In response to this problem, this paper proposes countermeasures in four areas.This paper is of great relevance to the optimisation of human resources in Enterprises X and the improvement of employee satisfaction as well as the human resource management and sustainable development of the property company.

Since the retreat of the workplace system, Chinese cities have been presented with the important challenge of refurbishing local administrative systems at the sub-district level while meeting the emerging needs of new urban spaces. Building on new institutionalism concepts such as conversion and layering, this study examines conditions in Shanghai to ascertain what has made it a strong administrative city. The study discusses the development of Shanghai’s current local governance structure in terms of historical legacy, formal structure, and informal practices (i.e., two-tiered government and three-tiered management). This study also researches the complex state task of strengthening sub-district governance (so-called “community construction”) in urban China. The results of this study offer theoretical implications for institutional change and continuity related to these matters, thereby indicating that increased attention should be given to the agency-side explanation of endogenous institutional changes in the Chinese polity.

… relation to its own grass roots we may find significant … from which to examine this grassroots relationship. The question … planning, through a grass-roots method of executing its …

… grassroots administration guarantee proficient source allotment and tailored solution to local challenge [2, 17]. Grassroots administrative staff … 10] investigated a grassroots movement for …

… the building of a progressive social movement. We summarize the debate among progressives about centralized versus grassroots approaches to movement building and conclude that …

… This is not to say that grass-roots ecosystem management is … Clearly, the new movement will meet Ðerce resistance from … management, and transforms the whole into a distinctive …

… level is important because the grassroots governments are closest to citi… grassroots level, as well as the barriers that city and county governments face. We expect to find more changes …

… helps bolster their proposals for production changes or regulatory measures. TRI, in short, … when expansions impose administrative costs on industry. Nevertheless, regulatory officials …

… This article suggests that emotional labor strategies relate differently to … emotions displayed by service providers during service interactions. The display of hostile emotions by service …

Purpose This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic (COVID-19). This study further investigated the mediating role of work fatigue (WF) and the moderating role of supervisor–subordinate Guanxi (SSG). Design/methodology/approach The authors used a time-lag approach to gather data from a sample of 365 frontline staff members working in Chinese restaurants. All hypotheses were tested using SPSS and AMOS. Findings First, restaurant frontline employees’ deep acting was associated with higher service quality, whereas surface acting leads to lower service quality. Second, WF mediated the relationship between emotional labor and service quality. Third, SSG moderated the impact of emotional labor on WF during COVID-19. Research limitations/implications All variables measured in this study were self-reported by restaurant frontline employees, which may increase the risk of common-method bias. However, this study enriches the literature on emotional labor, WF and SSG during COVID-19. Practical implications COVID-19 has severely affected the hotel, restaurant and catering sector and especially the psychological state and the work performance of frontline employees. Restaurant managers should implement some measures to improve employees’ service quality during COVID-19. Originality/value The present findings show that restaurant frontline employees adopted various emotional labor strategies when they were faced with higher than usual job demands and the risk of infection during COVID-19.

Abstract This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed.

PurposeThis paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure.Design/methodology/approachThe scenario-based experimental method was designed to perform hypothesis testing and SPSS was used to analyze the data from the 363 questionnaires collected.FindingsThe results indicate that (1) employees' emotional labor recovery has a double-edged sword effect. Deep acting improves customer satisfaction, while surface acting undermines the effectiveness of service recovery and leaves customer satisfaction below previous levels. (2) Customers' responsibility attributions for service failure moderate the effect of service recovery.Originality/valueTo the best of the authors’ knowledge, this is the first study to focus on the role of frontline employees' emotional labor in robot service failure contexts, which not only enriches and expands the relevant literature in this domain, but also deepens the understanding of how emotional labor and responsibility attribution effect the customer satisfaction.

Purpose This paper aims to identify types of robot service failure stressors and explores its impact on emotional labor and recovery work engagement from the employees’ standpoint. Design/methodology/approach The research adopted a mixed-method approach in the hospitality industry in China, which included 25 hospitality workers participating in semi-structured interviews and 435 hospitality employees participating in a two-stage questionnaire survey. Findings Three types of robotic service failure stressors – illegitimate tasks, customer mistreatment and robotic instability – were identified. These stressors significantly influence emotional labor strategies in employee subsequently shaping their recovery work engagement through dual pathways. The sequential mediation effect of deep acting and service empathy serves to enhance recovery work engagement, whereas the sequential mediation effect of surface acting and workplace depersonalization diminishes this engagement. Human–robot collaborative climate moderates these effects in this context. Practical implications The findings from this study yield several implications for hospitality managers in managing employees and service robots to perform human–robot collaboration tasks. Originality/value Current research has primarily delved into how robot service failures impact customer experiences, leaving the effects on employees less explored. To the best of the authors’ knowledge, this paper is the first empirical study to explore the relationship between robot service failure and employee emotional responses and behaviors, enriching the literature on service robots in the hospitality industry and also proposing new directions and frameworks for future human–robot interaction research.

… delivery, and thus substantially damages customer perceptions of service quality, but also demotivates employees in their commitment to fulfill customer needs and ultimately impairs …

Abstract The purpose of this study was to determine whether a high level of hospitality skill among airline cabin crews could affect customers’ “true satisfaction” in a way that other methods, such as the use of information technology systems, do not. To develop a model, a questionnaire survey was administered to 413 personnel of an Asian airline. The collected data were then quantitatively analyzed. Active cabin crew members reported having a low level of role ambiguity and a high level of overall job performance, but also reported high emotional exhaustion. As results, if the cabin crew understand the emotional mechanisms with intentionality, then the eventual negative effects can be converted to superior job performance and hospitality offering.

… to regulate the'natural'qualities of service providers and mould their emotion work into a routinised and predictable performance. Service quality is a contradictory combination of the'hard…

Abstract Using equity and appraisal theories to integrate four dimensions of organizational justice and emotional labor, this study examines effects of organizational injustice and emotional labor. Perceptions of front-line hotel employees of customer injustice (interpersonal and informational), procedural and distributive injustice and their perceived effect on employees’ emotional labor and subsequent job satisfaction were examined. Our finding suggests the distributive injustice had an effect on hotel employees’ emotional labor, while effects of informational and procedural injustice on emotional labor were moderated by gender.

… We argue that emotional labor relates to key dimensions of service quality such as reliability (“employees show a sincere interest”), responsiveness (“employees are willing to help you”)…

… emotional labor with a particular focus on its contributions to sociological understandings of workers and jobs. The sociological literature on emotional labor … as to resist degradation and …

Emotional labour is the management of emotional display to satisfy organisational expectations and can be performed by faking emotions (surface acting) or by managing felt emotion to …

… sector includes many jobs that are service oriented and may require emotional labor, such as sales and customer service. For my purposes, it is most useful to focus on jobs rather than …

… emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008. It has been suggested that emotional … admit that EL and service quality has been diminished in …

Abstract The topic of emotional labor continues to gain more attention in research and workplace. The study summarizes theoretical research with emphasis on evolution of theories on emotional labor and its antecedent organizational injustice. There is an increasing number of research on consequences of emotional labor, but research on its antecedents is strongly lacking. The purpose of this article is as follows: to review all theoretical background of emotional labor, organizational justice and their evolution over time, to review proposed antecedents of emotional labor and to provide connection of all four facets of organizational injustice and its impact on emotional labor, to explain emotional labor using action theory, appraisal theory and cognitive theory and to link all four facets of organizational injustice using affective events theory, social exchange theory, fairness theory and referent cognitive theory. Finally, potential research gaps were identified in the emotional labor research and some ideas for future research were provided.

Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional exhaustion. Design/methodology/approach In all, 336 cabin crew members employed by international airline companies participated in the study. The hypothesized model was tested using structural equation modeling with AMOS 20.0. Findings The results provide evidence that customer misbehaviors relate positively to employee role stress, emotional labor and emotional exhaustion. Moreover, role stress and emotional labor play important roles in enhancing the impacts of customer misbehaviors and thereby influence employee emotional exhaustion. Practical implications The findings potentially impact on employers both within and beyond the airline industry by demonstrating how frontline employees can be provided with support to reduce stress or exhaustion, leading ultimately to increased satisfaction. Originality/value This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emotional labor and emotional exhaustion.

… I draw on Spinoza’s framework of affects and Hardt and Negri’s idea of “affective labor” to bring … I suggest that villagers’ efforts to regenerate degraded forests involve affective labor in …

… extend to Black customers the emotional labor that is a key component of their work and that makes customers feel welcome and esteemed. Such lackluster service degrades the dining …

… problem in schools but also may degrade the quality of instruction in the classroom due to high turnover. The emotional needs, labor, and work required for a teacher are significant …

… local government employees. By 2006, state employees were, on average, 2.8 years older than the general workforce, 0.5 years older than local government … stability of the workforce …

… ) and changes in attitude from concerns with stability and order toward freedom and self-fulfillment… ’s degree or higher; percentage of the workforce in professional, scientific, technical, or …

Previous studies of worker-owned firms claimed that participatory democracy only thrives in small, homogeneous groups. This article focuses on a successful 30-year-old worker-owned …

The availability of a talented workforce is increasingly being cited as a barrier to growth by businesses across Canada. This worker shortage is particularly challenging for organizations looking to expand in medium and small resource-based cities. This is due to an increase in outmigration to large cities by people seeking knowledge economy based employment and negative perceptions of resource-based cities. These factors hinder employer’s ability to attract people to their smaller resource-reliant communities from other cities. Economic developers in these smaller cities can adjust to these changing realities by highlighting their community’s strengths in relation to larger cities to attract and retain the skilled talent needed to support the growth of their existing businesses and to attract new business. Economic developers in the Kootenays, Prince George and Quesnel have all recognized this opportunity and the work being done in these communities to increase the population base can be used as a model by other communities grappling with similar workforce attraction and retention issues. Keywords: economic development, workforce, population, attraction and retention, natural resources, urbanization, outmigration 

This study examines workforce development strategies in rural Ontario aimed at addressing skill gaps and labor shortages in key industries such as manufacturing and agriculture. Rural areas face unique challenges, including inadequate training options, youth outmigration, and an aging population. These initiatives, involving businesses, government agencies, educational institutions, and local organizations, strive to align workforce competencies with industry demands. The research employs both quantitative analysis of employment statistics and qualitative interviews. Findings indicate that these strategies and programs enhance economic stability, workforce retention, and employment rates. Key components of success include policies that attract newcomers, strong collaborations, and customized training programs. The study suggests that these workforce development initiatives can serve as models for other rural areas, highlighting their potential for fostering economic resilience. Future research could explore the long-term impacts and effectiveness of similar programs across various industries, offering valuable insights for community leaders and policymakers globally.