Client aggression is increasingly a stressor in the workplace. This study aims to analyze how and why these experiences may trigger burnout. Focusing on health care workers, we tested a moderated mediation model of the relationship between exposure to third-party (patients and/or relatives) verbal aggression and burnout with the goal of assessing the mediation effects of emotionwork and the moderating effects of personal resources (i.e., perceived self-efficacy in communication with patients) and job resources (job control, role clarity, social support by colleagues and by supervisors) on this relationship. A purposive sample of 356 nurses was recruited from four hospitals in northern Italy. A structured, self-report questionnaire was used to collect data. Mediated and moderated mediation regression models with PROCESS were used to test the hypotheses. As postulated, emotion workmediated the relationship between patient third-party aggression and nurses’ burnout. Role clarity and supervisors’ support were found to reduce the harmful effects of emotion work triggered by third-party aggression. Unexpectedly, perceived self-efficacy in communication did not have a buffering effect in the tested model. These results offer a novel approach to designing preventive actions aimed at cultivating resources to counter the impact of perceived exposure to client aggression on well-being.
Third-Party Aggression and Emotion Work Among Nurses: Testing a Moderated Mediation Model / S. Gilardi, C. Guglielmetti, D. Converso, R. Fida, S. Viotti. - In: INTERNATIONAL JOURNAL OF STRESS MANAGEMENT. - ISSN 1072-5245. - 27:2(2020 May), p. 146.159.
|Titolo:||Third-Party Aggression and Emotion Work Among Nurses: Testing a Moderated Mediation Model|
GILARDI, SILVIA (Co-primo) [Writing – Original Draft Preparation]
GUGLIELMETTI, CHIARA (Co-primo) [Writing – Original Draft Preparation] (Corresponding)
|Parole Chiave:||Workplace aggression; emotion work; self-efficacy; job resources; burnout; nurses|
|Settore Scientifico Disciplinare:||Settore M-PSI/06 - Psicologia del Lavoro e delle Organizzazioni|
Settore M-PSI/05 - Psicologia Sociale
|Data di pubblicazione:||mag-2020|
|Data ahead of print / Data di stampa:||6-giu-2019|
|Digital Object Identifier (DOI):||http://dx.doi.org/10.1037/str0000136|
|Appare nelle tipologie:||01 - Articolo su periodico|