The role of psychological flexibility in the demands–exhaustion–performance relationship
Open accessAbstract
Employees in the service sector deal with a variety of emotional job demands due to interactions with clients. Emotional job demands often result in heightened levels of emotional exhaustion and decreased levels of performance. The current study aims to explore whether the adaptive behavioural pattern of psychological flexibility diminishes the negative impacts of emotional job demands on emotional exhaustion and subsequent performance. Data were collected from 116 nonprofit service workers, using self-report questionnaires (i.e., baseline) and diaries (i.e., follow-up). The results suggest that psychological flexibility is negatively associated with emotional exhaustion and positively associated with performance. In addition, psychological flexibility is found to attenuate the negative effects of emotional job demands on emotional exhaustion and performance. Finally, the results reveal that the attenuating role of psychological flexibility diminishes if employees are already exhausted. The results support the importance of personal resources, like psychological flexibility, in buffering the negative effects of emotional job demands on emotional exhaustion and performance. However, employees no longer benefit from high levels of psychological flexibility when facing high levels of exhaustion due to excessive emotional job demands.
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- Authors
- Onwezen, M. C., van Veldhoven, M. J. P. M., & Biron, M.
- Affiliations
- Wageningen University & Research (NL)
- Tilburg University
- Tilburg University (NL)
- Corresponding author
- Onwezen, M. C.
- Venue
- European Journal of Work and Organizational Psychology
- Publisher
- Informa UK Limited
- Published
- 2012-11-22
- Volume
- 23
- Issue
- 2
- Pages
- 163-176
- ISSN
- 1359-432X (ISSN-L)
- 1464-0643
- OpenAlex
- W1981305734
- Cited by
- 49
- References
- 68
- Citations by year
- 2026: 3 · 2025: 3 · 2024: 7 · 2023: 6 · 2022: 7 · 2021: 5 · 2020: 8 · 2019: 3 · 2018: 2 · 2017: 1 · 2016: 1 · 2015: 1 · 2013: 1
- FWCI
- 2.11
- Type
- journal article
- Language
- en
- Open access
- green
- research.wur.nl
- Locations
- European Journal of Work and Organizational Psychology (publishedVersion)
- Research portal (Tilburg University) (publishedVersion)
- Socio-Environmental Systems Modeling (acceptedVersion)
- Data Archiving and Networked Services (DANS) (submittedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
- Keywords
- psychological flexibility, emotional demands, emotional exhaustion, employee performance, service employees, personal resources, buffering effect, emotional labor, nonprofit workers, client interaction
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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