TY - JOUR
T1 - Aggressive behavior of passengers, conflict management behavior, and burnout among trolley car drivers
AU - Van Dierendonck, Dirk
AU - Mevissen, Nicole
PY - 2002
Y1 - 2002
N2 - A sample of 96 trolley car drivers was used to investigate the relationship between aggressive behavior of passengers and burnout, the moderating effect of conflict management behavior of the drivers on this relationship; and the influence of burnout on customer-friendliness, passenger complaints, and absenteeism. The results show that aggressive behavior of passengers was related to all 3 burnout dimensions. The relationship of aggressive behavior of customers and professional efficacy was qualified by 2 significant interactions with 2 conflict management behavior styles: forcing and avoiding. The interactions showed that too much forcing as well as too much avoiding are related to less professional efficacy for drivers confronted with aggressive behavior. Passenger complaints were only related to less professional efficacy. The customer-friendliness of the drivers was related to less cynicism and more professional efficacy. Absenteeism was only related to exhaustion.
AB - A sample of 96 trolley car drivers was used to investigate the relationship between aggressive behavior of passengers and burnout, the moderating effect of conflict management behavior of the drivers on this relationship; and the influence of burnout on customer-friendliness, passenger complaints, and absenteeism. The results show that aggressive behavior of passengers was related to all 3 burnout dimensions. The relationship of aggressive behavior of customers and professional efficacy was qualified by 2 significant interactions with 2 conflict management behavior styles: forcing and avoiding. The interactions showed that too much forcing as well as too much avoiding are related to less professional efficacy for drivers confronted with aggressive behavior. Passenger complaints were only related to less professional efficacy. The customer-friendliness of the drivers was related to less cynicism and more professional efficacy. Absenteeism was only related to exhaustion.
UR - http://www.scopus.com/inward/record.url?scp=0036356158&partnerID=8YFLogxK
U2 - 10.1023/A:1019938501306
DO - 10.1023/A:1019938501306
M3 - Article
AN - SCOPUS:0036356158
SN - 1072-5245
VL - 9
SP - 345
EP - 355
JO - International Journal of Stress Management
JF - International Journal of Stress Management
IS - 4
ER -