Resumo

MERCADO-SALGADO, Patricia  e  GIL-MONTE, Pedro R. Influence of Organizational Commitment in the Relationship between Interpersonal Conflicts and Burnout among Service Professiona ls (Health and Education). Innovar [online]. 2010, vol.20, n.38, pp.161-174. ISSN 0121-5051.

The objective of this work is to analyze the influence of interpersonal conflicts in the workplace and of organizational commitment on the burnout syndrome, a psychological response to chronic job stress that appears among professionals in service organizations who work with people. The sample of this study consisted of 389 Mexicans from the health and educational sectors. The results showed that interpersonal conflicts had a direct and significant positive effect on job burnout (Hypothesis 1), whereas the effect of organizational commitment was negative and significant (Hypothesis 2). The results obtained by hierarchical multiple regression analysis confirm that the interaction between both variables (interpersonal conflicts and organizational commitment) establishes significant differences in the levels of job burnout (Hypothesis 3). The conclusion is that improving organizational commitment contributes to reducing job burnout. However, when interpersonal conflicts levels are high, workers who express higher organizational commitment -both normative and affective, are more prone to develop job burnout. Therefore, intervention should be carried out both on the organization and on employees.

Palavras-chave : job burnout; job stress; interpersonal conflicts; organizational commitment; service professionals.

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