Burriel, R. and Grau, R., Jaume I University, Spain and Schaufeli, W., Utrecht University, Netherlands
This paper studies the role of organizational obstacles and facilitators in relation to psychological wellbeing (burnout) and performance in a sample of 349 customer contact employees in the Spanish tourist sector. Obstacles and facilitators are those factors that hinder or facilitate employee acting, respectively. In accordance with previous research it was hypothesized that obstacles are associated with certain psychological costs (i.e. burnout), whereas the presence of facilitators improves worker's performance (i.e. problem solving, empathy, adapting customer's needs). Based on interviews, a scale was developed that includes specific obstacles and facilitators and its relation was studied with burnout (exhaustion, cynicism and reduced professional effectiveness) and performance. Factorial analyses show the existence of five types of obstacles and three types of facilitators. In addition, regression analyses indicate that social obstacles are positively related to exhaustion and to cynicism, whereas technical facilitators are negatively related to cynicism and positively to professional efficacy and performance. Also, lack of training (obstacle) is related negatively way with performance. Finally interactions indicate that technological facilitators reduce the negative effects of obstacles on burnout (buffer effect). Study limitations and practical implications are discussed