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The funeral and mortuary sector, including funeral homes, cemeteries and crematoria, is a largely neglected sector in regard to the study of occupational factors that can affect the quality of working life. The present study aimed at overcoming this gap by investigating job demands and resources that may affect burnout levels. Data were collected through a self-report questionnaire involving funeral industry employees (N = 229) from cemetery, morgues, crematoria and funeral agencies in a Northern Italian region. The survey was cross-sectional and non-randomized. Results reveal that among job demands, stigma consciousness, supervisor incivility and work-to-family negative spillover significantly affect levels of burnout, whereas meaningfulness of work and family-to-work positive spillover may represent relevant resources to counter the onset of burnout. The results of this study contribute to new insights into the psychosocial working conditions that affect occupational wellbeing among the funeral industry sector by also giving insight into how to promote resources to prevent burnout.
Gloria Guidetti; Annalisa Grandi; Daniela Converso; Nicoletta Bosco; Stefania Fantinelli; Margherita Zito; Lara Colombo. Funeral and Mortuary Operators: The Role of Stigma, Incivility, Work Meaningfulness and Work–Family Relation to Explain Occupational Burnout. International Journal of Environmental Research and Public Health 2021, 18, 6691 .
AMA StyleGloria Guidetti, Annalisa Grandi, Daniela Converso, Nicoletta Bosco, Stefania Fantinelli, Margherita Zito, Lara Colombo. Funeral and Mortuary Operators: The Role of Stigma, Incivility, Work Meaningfulness and Work–Family Relation to Explain Occupational Burnout. International Journal of Environmental Research and Public Health. 2021; 18 (13):6691.
Chicago/Turabian StyleGloria Guidetti; Annalisa Grandi; Daniela Converso; Nicoletta Bosco; Stefania Fantinelli; Margherita Zito; Lara Colombo. 2021. "Funeral and Mortuary Operators: The Role of Stigma, Incivility, Work Meaningfulness and Work–Family Relation to Explain Occupational Burnout." International Journal of Environmental Research and Public Health 18, no. 13: 6691.
During the first months of 2020, the world, and Italy at an early stage, went through the COVID-19 emergency that had a great impact on individual and collective health, but also on working processes. The mandatory remote working and the constant use of technology for employees raised different implications related to technostress and psycho-physical disorders. This study aimed to detect, in such a period of crisis and changes, the role of organizational communication considering the mediating role of both technostress and self-efficacy, with psycho-physical disorders as outcome. The research involved 530 workers working from home. A Structural Equations Model was estimated, revealing that organizational communication is positively associated with self-efficacy and negatively with technostress and psycho-physical disorders. As mediators, technostress is positively associated with psycho-physical disorders, whereas self-efficacy is negatively associated. As regards mediated effects, results showed negative associations between organizational communication and psycho-physical disorders through both technostress and self-efficacy. This study highlighted the potential protective role of organizational communication that could buffer the effect of technostress and enhance a personal resource, self-efficacy, which is functional to the reduction of psycho-physical disorders. This study contributed to literature underlying the role of communication in the current crisis and consequent reorganization of the working processes.
Margherita Zito; Emanuela Ingusci; Claudio Cortese; Maria Giancaspro; Amelia Manuti; Monica Molino; Fulvio Signore; Vincenzo Russo. Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health 2021, 18, 3933 .
AMA StyleMargherita Zito, Emanuela Ingusci, Claudio Cortese, Maria Giancaspro, Amelia Manuti, Monica Molino, Fulvio Signore, Vincenzo Russo. Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health. 2021; 18 (8):3933.
Chicago/Turabian StyleMargherita Zito; Emanuela Ingusci; Claudio Cortese; Maria Giancaspro; Amelia Manuti; Monica Molino; Fulvio Signore; Vincenzo Russo. 2021. "Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic." International Journal of Environmental Research and Public Health 18, no. 8: 3933.
Sustainable human resource management practices represent one of the main organizational strategy to survive and to prosper within the fast-moving current scenario. According to this view, sustainability is strictly linked to the consideration of the unique and distinctive value that each human resource means for organizations. The recent COVID19 pandemic is having a serious impact on organizations and on their employees, it is profoundly changing the working modalities, mainly introducing smart working practices that were showed to have significant consequences on workers’ wellbeing. This study aims to investigate employees’ perception of sustainable HRM in the frame of the COVID19 emergency, exploring if and to what extent perceptions of involvement and organizational support together with individual coping strategies associated with organizational change could influence positive organizational behaviors, namely organizational engagement and extra-role behavior. The research involved 549 participants who completed a self-report online questionnaire encompassing psycho-social measures of the abovementioned variables. Results confirmed the important role played by sustainable HRM practices both for the capitalization of human resources and of organizational performance in a time of great uncertainty and global crisis. Implications for theory and HRM practice development were also discussed.
Amelia Manuti; Maria Giancaspro; Monica Molino; Emanuela Ingusci; Vincenzo Russo; Fulvio Signore; Margherita Zito; Claudio Cortese. “Everything Will Be Fine”: A Study on the Relationship between Employees’ Perception of Sustainable HRM Practices and Positive Organizational Behavior during COVID19. Sustainability 2020, 12, 10216 .
AMA StyleAmelia Manuti, Maria Giancaspro, Monica Molino, Emanuela Ingusci, Vincenzo Russo, Fulvio Signore, Margherita Zito, Claudio Cortese. “Everything Will Be Fine”: A Study on the Relationship between Employees’ Perception of Sustainable HRM Practices and Positive Organizational Behavior during COVID19. Sustainability. 2020; 12 (23):10216.
Chicago/Turabian StyleAmelia Manuti; Maria Giancaspro; Monica Molino; Emanuela Ingusci; Vincenzo Russo; Fulvio Signore; Margherita Zito; Claudio Cortese. 2020. "“Everything Will Be Fine”: A Study on the Relationship between Employees’ Perception of Sustainable HRM Practices and Positive Organizational Behavior during COVID19." Sustainability 12, no. 23: 10216.
During the health emergency in 2020, in order not to interrupt production processes and at the same time to protect the health of citizens and workers, alternative working methods were adopted different from the traditional ones, to which workers were directed without any previous notice or specific training. The purpose of the research is to explore the relationships between meaning of work, job crafting and emotional exhaustion during the first month of lockdown in the Italian territory. The study therefore aims to identify possible strengthening factors related to working well-being. The different constructs were detected through an online questionnaire from 11 March to 2 April 2020, involving 405 subjects. After verifying the reliability of the constructs, a mediation model was performed using nonparametric structural equations (PLS-SEM). Model’s constructs show adequate reliabilities. The study highlights the total mediation of job crafting in the relationship between the meaning of work and emotional exhaustion. In particular, the regression relationship between meaning of work and emotional exhaustion is equal to c’=-0.04, p=0.480. On the contrary, the relationship between the meaning of work and job crafting is a=0.44 (p<0.001), and the one between job crafting and emotional exhaustion is b=-0.14, p=0.014. The results suggest that job crafting can be considered a factor able to buffer workers’ emotional exhaustion and can guide new lines of intervention, in particular in relation to post-emergency reactivation.
Fulvio Signore; Claudio Giovanni Cortese; Sara Parisi; Vincenzo Russo; Margherita Zito; Emanuela Ingusci. Job crafting e benessere lavorativo: un’indagine esplorativa nel periodo dell’emergenza sanitaria. 2020, 111, 478 -492.
AMA StyleFulvio Signore, Claudio Giovanni Cortese, Sara Parisi, Vincenzo Russo, Margherita Zito, Emanuela Ingusci. Job crafting e benessere lavorativo: un’indagine esplorativa nel periodo dell’emergenza sanitaria. . 2020; 111 (6):478-492.
Chicago/Turabian StyleFulvio Signore; Claudio Giovanni Cortese; Sara Parisi; Vincenzo Russo; Margherita Zito; Emanuela Ingusci. 2020. "Job crafting e benessere lavorativo: un’indagine esplorativa nel periodo dell’emergenza sanitaria." 111, no. 6: 478-492.
During the first months of 2020, the Covid-19 pandemic has affected several countries all over the world, including Italy. To prevent the spread of the virus, governments instructed employers and self-employed workers to close their offices and work from home. Thus, the use of remote working increased during the pandemic and is expected to maintain high levels of application even after the emergency. Despite its benefits for both organizations and workers, remote working entails negative consequences, such as technostress. The present study had a double aim: to test the psychometric characteristics of the Italian translation of the brief version of the technostress creators scale and to apply the scale to investigate technostress during the Covid-19 emergency. The research involved 878 participants for the first study and 749 participants for the second one; they completed a self-report online questionnaire. Results confirmed the three-factor structure of the Italian technostress creators scale and highlighted positive relationships between workload, techno-stressors, work–family conflict and behavioural stress. The role of remote working conditions has been analysed as well. The study provided a useful tool for the investigation of technostress in the Italian context. Moreover, it provided indications for practice in the field of remote working and workers’ wellbeing.
Monica Molino; Emanuela Ingusci; Fulvio Signore; Amelia Manuti; Maria Giancaspro; Vincenzo Russo; Margherita Zito; Claudio Cortese. Wellbeing Costs of Technology Use during Covid-19 Remote Working: An Investigation Using the Italian Translation of the Technostress Creators Scale. Sustainability 2020, 12, 5911 .
AMA StyleMonica Molino, Emanuela Ingusci, Fulvio Signore, Amelia Manuti, Maria Giancaspro, Vincenzo Russo, Margherita Zito, Claudio Cortese. Wellbeing Costs of Technology Use during Covid-19 Remote Working: An Investigation Using the Italian Translation of the Technostress Creators Scale. Sustainability. 2020; 12 (15):5911.
Chicago/Turabian StyleMonica Molino; Emanuela Ingusci; Fulvio Signore; Amelia Manuti; Maria Giancaspro; Vincenzo Russo; Margherita Zito; Claudio Cortese. 2020. "Wellbeing Costs of Technology Use during Covid-19 Remote Working: An Investigation Using the Italian Translation of the Technostress Creators Scale." Sustainability 12, no. 15: 5911.
Contemporary society requires communication strategies that integrate different media channels in order to improve advertising performance. Currently, there are not many scientific research studies of the various mass media, comparing the results of audiovisual advertising to purely audio or visual messages aimed at detecting the best combination of media, especially from a neurophysiological perspective. This study aims to investigate the effects of previous exposure to an advertisement via radio on the consumers’ response to the same advertisement shown on television (TV) or as a banner on a website. A total of seventy participants in a between-subjects experiment watched several television commercials during the advertising break of a documentary or saw some banners during a web surfing task. Half were first exposed to the same advertisements via radio. The results have shown that participants who previously listened to the radio advertisements spent a longer time looking at the brand and had a higher engagement when watching the same advertisements on television. Moreover, they had a different kind of visual attention to the website banners. This pattern of results indicates the effect of mere exposure—that is, the exposure to a radio advertisement enhances the effectiveness of the same advertisement via television or web, offering useful insights for media planning campaigns. Even if mere exposure has been extensively studied, cross-media research is scarcely explored, whereas this study detected the effects of mere exposure in a cross-media communication strategy, showing that it can be measured through psychophysiological methods.
Vincenzo Russo; Riccardo Valesi; Anna Gallo; Rita Laureanti; Margherita Zito. “The Theater of the Mind”: The Effect of Radio Exposure on TV Advertising. Social Sciences 2020, 9, 123 .
AMA StyleVincenzo Russo, Riccardo Valesi, Anna Gallo, Rita Laureanti, Margherita Zito. “The Theater of the Mind”: The Effect of Radio Exposure on TV Advertising. Social Sciences. 2020; 9 (7):123.
Chicago/Turabian StyleVincenzo Russo; Riccardo Valesi; Anna Gallo; Rita Laureanti; Margherita Zito. 2020. "“The Theater of the Mind”: The Effect of Radio Exposure on TV Advertising." Social Sciences 9, no. 7: 123.
Police officers are among the workers most exposed to acute or chronic stressful events, which compromises their psychosocial well-being and physical health. Exposure to traumatic events, human suffering, problematic situations and episodes of violence can cause psychological damage and lead to the development of secondary traumatic stress. The aim of this research is to explore the effect of job demands and job resources on secondary traumatic stress in police officers. To better understand this phenomenon and its consequences in this population, police officers were compared with health care professionals working as first responders. An ad hoc questionnaire was administered to 112 and 286 health care professionals. The findings showed that compared with health care workers, police officers suffer from secondary traumatic stress to a greater extent. Moreover, the results showed that some police officers suffered more than health care professionals regarding certain consequences of secondary traumatic stress, such as negative emotions and burnout. This study suggests implications and offers insights for both police officers and the organizations in which they work: police officer organizations should contribute to preventing the phenomenon of secondary traumatic stress by proposing programs that implement resilience training and adaptive coping strategies.
Daniela Acquadro Maran; Margherita Zito; Lara Colombo. Secondary Traumatic Stress in Italian Police Officers: The Role of Job Demands and Job Resources. Frontiers in Psychology 2020, 11, 1435 .
AMA StyleDaniela Acquadro Maran, Margherita Zito, Lara Colombo. Secondary Traumatic Stress in Italian Police Officers: The Role of Job Demands and Job Resources. Frontiers in Psychology. 2020; 11 ():1435.
Chicago/Turabian StyleDaniela Acquadro Maran; Margherita Zito; Lara Colombo. 2020. "Secondary Traumatic Stress in Italian Police Officers: The Role of Job Demands and Job Resources." Frontiers in Psychology 11, no. : 1435.
Colors can elicit cognitive and emotional states. In particular, blue colour is associated to "refresh" and "restart" effects and is suggested to enhance a wake-up after a calm situation. In this exploratory study, these claims are investigated using Electroencephalographic (EEG), Skin Conductance (SC) and pupil diameter data. The results confirmed the "wake-up effect" for subjects wearing the lenses, as measured by Global Field Power (GFP) in Theta Band, Skin Conductance Response (SCR) and pupil diameter data.
Marco Bilucaglia; R. Laureanti; Margherita Zito; R. Circi; Alessandro Fici; F. Rivetti; Riccardo Valesi; S. Wahl; V. Russo. Looking through blue glasses: bioelectrical measures to assess the awakening after a calm situation*. 2019 41st Annual International Conference of the IEEE Engineering in Medicine and Biology Society (EMBC) 2019, 2019, 526 -529.
AMA StyleMarco Bilucaglia, R. Laureanti, Margherita Zito, R. Circi, Alessandro Fici, F. Rivetti, Riccardo Valesi, S. Wahl, V. Russo. Looking through blue glasses: bioelectrical measures to assess the awakening after a calm situation*. 2019 41st Annual International Conference of the IEEE Engineering in Medicine and Biology Society (EMBC). 2019; 2019 ():526-529.
Chicago/Turabian StyleMarco Bilucaglia; R. Laureanti; Margherita Zito; R. Circi; Alessandro Fici; F. Rivetti; Riccardo Valesi; S. Wahl; V. Russo. 2019. "Looking through blue glasses: bioelectrical measures to assess the awakening after a calm situation*." 2019 41st Annual International Conference of the IEEE Engineering in Medicine and Biology Society (EMBC) 2019, no. : 526-529.
This study investigated job crafting as mediator and its relation with job satisfaction and work-family conflict, considering job autonomy as antecedent. The research involved 389 participants working in a public organization. A structural equations model was estimated revealing that job autonomy is positively associated with job crafting and job satisfaction, and negatively associated with work-family conflict. Job crafting is positively related with job satisfaction and work-family conflict, as adverse effect of job crafting. As regards mediated effects, results show positive associations between job autonomy and both job satisfaction and work-family conflict through job crafting. This study contributes to literature, considering positive and negative outcomes, covering the lacking literature on job crafting and work-family conflict, and suggesting implications for employees' well-being.
Margherita Zito; Lara Colombo; Laura Borgogni; Antonino Callea; Roberto Cenciotti; Emanuela Ingusci; Claudio Giovanni Cortese. The Nature of Job Crafting: Positive and Negative Relations with Job Satisfaction and Work-Family Conflict. International Journal of Environmental Research and Public Health 2019, 16, 1176 .
AMA StyleMargherita Zito, Lara Colombo, Laura Borgogni, Antonino Callea, Roberto Cenciotti, Emanuela Ingusci, Claudio Giovanni Cortese. The Nature of Job Crafting: Positive and Negative Relations with Job Satisfaction and Work-Family Conflict. International Journal of Environmental Research and Public Health. 2019; 16 (7):1176.
Chicago/Turabian StyleMargherita Zito; Lara Colombo; Laura Borgogni; Antonino Callea; Roberto Cenciotti; Emanuela Ingusci; Claudio Giovanni Cortese. 2019. "The Nature of Job Crafting: Positive and Negative Relations with Job Satisfaction and Work-Family Conflict." International Journal of Environmental Research and Public Health 16, no. 7: 1176.
This study examined flow at work, an optimal experience for individuals and organizations generating motivation and well-being. Relationships between job resources, flow at work, and personal resources were investigated, and their association with positive/negative emotions at work was also investigated. In all, 520 Italian nurses completed a questionnaire which measured supervisors’ support, job autonomy (job resources), job competencies, self-efficacy at work (personal resources), flow at work, and positive and negative emotions at work. Data analysis performed using a structural equations model showed that job resources were positively associated with flow at work, which was positively associated with personal resources. Moreover, job resources were positively associated with personal resources through flow at work, and job resources and flow at work were positively associated with positive emotions. The relationship between these variables and well-being/discomfort highlights the importance of promoting flow at work, supporting job resources that nurture positive experiences at work.
Margherita Zito; Claudio G. Cortese; Lara Colombo. The Role of Resources and Flow at Work in Well-Being. SAGE Open 2019, 9, 1 .
AMA StyleMargherita Zito, Claudio G. Cortese, Lara Colombo. The Role of Resources and Flow at Work in Well-Being. SAGE Open. 2019; 9 (2):1.
Chicago/Turabian StyleMargherita Zito; Claudio G. Cortese; Lara Colombo. 2019. "The Role of Resources and Flow at Work in Well-Being." SAGE Open 9, no. 2: 1.
Background: Cemeteries workers are deserving of attention because they are exposed to various psychosocial risks: these workers are subject to painful contacts and daily exposed to a work content linked to death experiences and the emotions associated with them. Secondary trauma develops from this continuous contact with others’ suffering; operators working with this type of traumatic content and dynamic could suffer from emotional disorders (Figley, 1995). Therefore, the secondary traumatic stress (STS) is seen as an occupational risk factor (Bride et al., 2004) and cemetery workers are subject to this risk. Studies on this topic have focused on the operators of emergencies, social, and health sectors; little attention has been given to cemetery workers. Aim: The present study considers the relations between the dimensions composing the STS and the psychological and physical symptoms, the perception of exhaustion, and the positive and negative emotions at work in a group of cemetery workers. Moreover, differences among occupational tasks are explored considering the different possibilities of contact with clients and trauma contagion. Methods: The study included a qualitative phase (interviews and focus groups) and subsequently a quantitative phase (self-report questionnaire) and involved 114 participants in a cemetery organization in northern Italy, divided into technicians employees (TE), technicians and specialists of decoration and garden (TS), gravediggers (GR) administrative and front office employees (AFO). Levels of secondary trauma and psychophysical symptoms were assessed, and correlations were calculated in the total sample and for the different job categories of employees. Results: AFO and TS showed the highest levels of STS and psychophysical symptoms, in particular for symptoms related to anxiety, sadness, insomnia, and gastric and musculoskeletal disorders. Conclusion: This study highlights the importance of considering the STS among also this category of workers, since they are exposed daily not only with death, but also with suffering people; grief and emotional skills are important to cope with these job characteristics cemetery workers are not trained on this. It is important to monitor symptomatic levels not only to avoid chronicity, but also to provide employees with psychological support and training about secondary trauma and its consequences.
Lara Colombo; Federica Emanuel; Margherita Zito. Secondary Traumatic Stress: Relationship With Symptoms, Exhaustion, and Emotions Among Cemetery Workers. Frontiers in Psychology 2019, 10, 1 .
AMA StyleLara Colombo, Federica Emanuel, Margherita Zito. Secondary Traumatic Stress: Relationship With Symptoms, Exhaustion, and Emotions Among Cemetery Workers. Frontiers in Psychology. 2019; 10 ():1.
Chicago/Turabian StyleLara Colombo; Federica Emanuel; Margherita Zito. 2019. "Secondary Traumatic Stress: Relationship With Symptoms, Exhaustion, and Emotions Among Cemetery Workers." Frontiers in Psychology 10, no. : 1.
Based on the theoretical approach of the psychology of sustainability and sustainable development and on the theoretical Job Demands-Resources model, this contribution aims to explore the mediating effect of seeking challenges on the relationship between workload and contextual performance and the moderating effects of individual adaptability and organizational career growth in this process. The study involved a convenience sample from different occupational sectors. Data from 178 employees were collected with a self-report questionnaire administered at times T1 and T2 (six months later) and then analyzed through conditional process analysis. Challenging job demands (T1) fully mediated the relationship between workload (T1) and contextual performance (T2); furthermore, individual adaptability (T1) moderated the relationship between workload (T1) and challenging job demands (T1), and organizational career growth (T2) moderated the relationship between challenging job demands (T1) and contextual performance (T2). The results imply that seeking challenges can represent an effective approach to promote sustainable development through improvement of performance at work, maintaining its sustainability over time. The present study is innovative because in the new framework of the psychology of sustainability and sustainable development is able to link workload, seeking challenges, career growth and performance in a two-wave study that not only has theoretical implications for organizations but also operative and practical spillovers.
Emanuela Ingusci; Paola Spagnoli; Margherita Zito; Lara Colombo; Claudio G. Cortese. Seeking Challenges, Individual Adaptability and Career Growth in the Relationship between Workload and Contextual Performance: A Two-Wave Study. Sustainability 2019, 11, 422 .
AMA StyleEmanuela Ingusci, Paola Spagnoli, Margherita Zito, Lara Colombo, Claudio G. Cortese. Seeking Challenges, Individual Adaptability and Career Growth in the Relationship between Workload and Contextual Performance: A Two-Wave Study. Sustainability. 2019; 11 (2):422.
Chicago/Turabian StyleEmanuela Ingusci; Paola Spagnoli; Margherita Zito; Lara Colombo; Claudio G. Cortese. 2019. "Seeking Challenges, Individual Adaptability and Career Growth in the Relationship between Workload and Contextual Performance: A Two-Wave Study." Sustainability 11, no. 2: 422.
Burnout represents a relevant risk for ambulance volunteers. According to the Job Demands-Resources model, role conflict and social support can be considered as antecedents of burnout which, in turn, may lower affective commitment. This study aims to investigate the relationship between social support, role conflict, and affective commitment, as mediated by job burnout. Survey data were collected from 352 Italian volunteers and analyzed using structural equation modeling methods. Social support was confirmed as a protective factor, and role conflict as an antecedent of burnout which, in turn, decreases affective commitment. The relationship between role conflict and affective commitment is mediated by burnout which, on the contrary, does not mediate the effect of social support on affective commitment. Social support may protect against burnout. Because of its positive effects on a personal and an organizational level, affective commitment may be increased raising levels of supervisor support and reshaping role expectations. It could be useful to carry out future longitudinal studies, in order to confirm the antecedents and effects of job burnout; furthermore, this research should be extended to other ambulance organizations, in order to generalize the results; finally, multi-group analyses would allow to bring out possible differences between paid-staff and volunteers.
Ilaria Setti; Margherita Zito; Lara Colombo; Claudio Giovanni Cortese; Chiara Ghislieri; Piergiorgio Argentero. Well-Being and Affective Commitment among Ambulance Volunteers: A Mediational Model of Job Burnout. Journal of Social Service Research 2018, 44, 236 -248.
AMA StyleIlaria Setti, Margherita Zito, Lara Colombo, Claudio Giovanni Cortese, Chiara Ghislieri, Piergiorgio Argentero. Well-Being and Affective Commitment among Ambulance Volunteers: A Mediational Model of Job Burnout. Journal of Social Service Research. 2018; 44 (2):236-248.
Chicago/Turabian StyleIlaria Setti; Margherita Zito; Lara Colombo; Claudio Giovanni Cortese; Chiara Ghislieri; Piergiorgio Argentero. 2018. "Well-Being and Affective Commitment among Ambulance Volunteers: A Mediational Model of Job Burnout." Journal of Social Service Research 44, no. 2: 236-248.
Turnover intentions refer to employees’ intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors’ support, in the perception of job satisfaction and turnover intentions among an Italian call center. The study involved 318 call center agents of an Italian Telecommunication Company. Data analysis first performed descriptive statistics through SPSS 22. A path analysis was then performed through LISREL 8.72 and tested both direct and indirect effects. Results suggest the role of resources in fostering job satisfaction and in decreasing turnover intentions. Emotional dissonance reveals a negative relation with job satisfaction and a positive relation with turnover. Moreover, job satisfaction is negatively related with turnover and mediates the relationship between job resources and turnover. This study contributes to extend the knowledge about the variables influencing turnover intentions, a crucial problem among call centers. Moreover, the study identifies theoretical considerations and practical implications to promote well-being among call center employees. To foster job satisfaction and reduce turnover intentions, in fact, it is important to make resources available, but also to offer specific training programs to make employees and supervisors aware about the consequences of emotional dissonance.
Margherita Zito; Federica Emanuel; Monica Molino; Claudio Giovanni Cortese; Chiara Ghislieri; Lara Colombo. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. PLOS ONE 2018, 13, e0192126 .
AMA StyleMargherita Zito, Federica Emanuel, Monica Molino, Claudio Giovanni Cortese, Chiara Ghislieri, Lara Colombo. Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. PLOS ONE. 2018; 13 (2):e0192126.
Chicago/Turabian StyleMargherita Zito; Federica Emanuel; Monica Molino; Claudio Giovanni Cortese; Chiara Ghislieri; Lara Colombo. 2018. "Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction." PLOS ONE 13, no. 2: e0192126.
Passion is a strong inclination toward an activity that people like and find important, characterized by harmonious passion and obsessive passion. This study aims to provide a psychometric evaluation of the Italian version of the Passion Scale developed by Vallerand and colleagues, applied to work. To assess the factorial validity of the Italian scale, an exploratory factor analysis (N=101) and a confirmatory factor analysis (N=234), along with correlations to assess the validity, were performed. The exploratory factor analysis revealed a two-factor structure, in line with the original study, and one item from the harmonious passion dimension was deleted. The confirmatory factor analysis that was conducted confirmed the two-factor structure. Results suggest that the Italian version of the Passion Scale applied to work can be used in research, allowing to detect an important individual factor influencing well-being and the quality of working life
Margherita Zito; Lara Colombo. The Italian version of the Passion for Work Scale: First psychometric evaluations. Revista de Psicología del Trabajo y de las Organizaciones 2017, 33, 47 -53.
AMA StyleMargherita Zito, Lara Colombo. The Italian version of the Passion for Work Scale: First psychometric evaluations. Revista de Psicología del Trabajo y de las Organizaciones. 2017; 33 (1):47-53.
Chicago/Turabian StyleMargherita Zito; Lara Colombo. 2017. "The Italian version of the Passion for Work Scale: First psychometric evaluations." Revista de Psicología del Trabajo y de las Organizaciones 33, no. 1: 47-53.
Federica Emanuel; Margherita Zito; Lara Colombo. Flow at work in Italian journalists: differences between permanent and freelance journalists. PSICOLOGIA DELLA SALUTE 2016, 26 -46.
AMA StyleFederica Emanuel, Margherita Zito, Lara Colombo. Flow at work in Italian journalists: differences between permanent and freelance journalists. PSICOLOGIA DELLA SALUTE. 2016; (3):26-46.
Chicago/Turabian StyleFederica Emanuel; Margherita Zito; Lara Colombo. 2016. "Flow at work in Italian journalists: differences between permanent and freelance journalists." PSICOLOGIA DELLA SALUTE , no. 3: 26-46.
Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities. Aim: The present study was aimed at investigating whether emotional dissonance mediates the relationship between job demands (workload and customer verbal aggression) and job resources (supervisor support, colleague support and job autonomy) on the one hand, and, on the other, affective discomfort, using the job demands-resources model as a framework. The study also observed differences between two different types of inbound activities: customer assistance service and information service. Method: The study involved agents of an Italian Telecommunication Company, 352 of whom worked in the customer assistance service and 179 in the information service. The hypothesized model was tested across the two groups through multi-group structural equation modeling. Results: Analyses showed that customer assistance service agents experience greater customer verbal aggression and emotional dissonance than information service agents. Results also showed, only for the customer assistance service group, a full mediation of emotional dissonance between workload and affective discomfort, and a partial mediation of customer verbal aggression and job autonomy, and affective discomfort. Conclusion: This study’s findings contributed both to the emotional labor literature, investigating the mediational role of emotional dissonance in the job demands-resources model, and to call center literature, considering differences between two specific kinds of inbound activities. Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees’ emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job.
Monica Molino; Federica Emanuel; Margherita Zito; Chiara Ghislieri; Lara Colombo; Claudio G. Cortese. Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model. Frontiers in Psychology 2016, 7, 1133 .
AMA StyleMonica Molino, Federica Emanuel, Margherita Zito, Chiara Ghislieri, Lara Colombo, Claudio G. Cortese. Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model. Frontiers in Psychology. 2016; 7 ():1133.
Chicago/Turabian StyleMonica Molino; Federica Emanuel; Margherita Zito; Chiara Ghislieri; Lara Colombo; Claudio G. Cortese. 2016. "Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model." Frontiers in Psychology 7, no. : 1133.
In the light of the job demands–resources model, this study aimed to detect the mediating role of flow at work between job demands and job resources on one side, and exhaustion on the other.
Margherita Zito; Claudio Giovanni Cortese; Lara Colombo. Nurses’ exhaustion: the role of flow at work between job demands and job resources. Journal of Nursing Management 2015, 24, 1 .
AMA StyleMargherita Zito, Claudio Giovanni Cortese, Lara Colombo. Nurses’ exhaustion: the role of flow at work between job demands and job resources. Journal of Nursing Management. 2015; 24 (1):1.
Chicago/Turabian StyleMargherita Zito; Claudio Giovanni Cortese; Lara Colombo. 2015. "Nurses’ exhaustion: the role of flow at work between job demands and job resources." Journal of Nursing Management 24, no. 1: 1.
Chiara Ghislieri; Lara Colombo; Monica Molino; Margherita Zito; Ylenia Curzi; Tommaso Fabbri. [Job satisfaction in an Italian university: difference between academic and technical-administrative staff]. Giornale italiano di medicina del lavoro ed ergonomia 2014, 36, 1 .
AMA StyleChiara Ghislieri, Lara Colombo, Monica Molino, Margherita Zito, Ylenia Curzi, Tommaso Fabbri. [Job satisfaction in an Italian university: difference between academic and technical-administrative staff]. Giornale italiano di medicina del lavoro ed ergonomia. 2014; 36 (3):1.
Chicago/Turabian StyleChiara Ghislieri; Lara Colombo; Monica Molino; Margherita Zito; Ylenia Curzi; Tommaso Fabbri. 2014. "[Job satisfaction in an Italian university: difference between academic and technical-administrative staff]." Giornale italiano di medicina del lavoro ed ergonomia 36, no. 3: 1.
Margherita Zito; Lara Colombo; Gabriella Mura. [Job demands and work-family conflict in a health care staff. The role of work shifts]. Giornale italiano di medicina del lavoro ed ergonomia 2014, 35, 1 .
AMA StyleMargherita Zito, Lara Colombo, Gabriella Mura. [Job demands and work-family conflict in a health care staff. The role of work shifts]. Giornale italiano di medicina del lavoro ed ergonomia. 2014; 35 (3):1.
Chicago/Turabian StyleMargherita Zito; Lara Colombo; Gabriella Mura. 2014. "[Job demands and work-family conflict in a health care staff. The role of work shifts]." Giornale italiano di medicina del lavoro ed ergonomia 35, no. 3: 1.