טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentAkselrod Elina
SubjectThe Relationship between the Work Environment and Burnout
and Satisfaction among Health Service
Receptionists
DepartmentDepartment of Industrial Engineering and Management
Supervisors Professor Anat Rafaeli
Professor Emeritus Daniel Gopher
Full Thesis textFull thesis text - English Version


Abstract

Service work is an important part of modern economics. One of the important domains of service work is the health service. In this study we identified environmental and task factors, that increase (or decrease) the burnout among front-line service workers. In addition, we investigated the relationship between environmental and task factors and job satisfaction.

The participants were 46 health service receptionists from 16 departments of a large professional medical clinic in Israel.  We obtained subjective and objective evaluation about departments' instrumentality: subjective self report of employees and objective observations about job demands that derived from objective environmental and task characteristics, and we obtained subjective evaluation about departments' aesthetics. We examined the extent to which these factors related to reported burnout and job satisfaction.

The results demonstrated that 1) There was a significant effect of environmental load on physical fatigue and satisfaction, and a marginal significant effect on cognitive weariness; 2) There was a significant relationship between perceived instrumentality and cognitive weariness, and a marginal significant relationship between perceived instrumentality and satisfaction; 3) There was a marginal significant relationship between perceived aesthetics and cognitive weariness; 4) there was a significant interaction effect for perceived aesthetics and instrumentality on cognitive weariness.

It can be concluded that functional (objective and subjective) and aesthetic aspects of work environment influence the emotional aspects of service employees' well-being, specifically burnout and satisfaction. This assumption raises some practical implications that can improve the work environment of service employees who work in health service and other organizations, and as a result decrease the burnout and increase the workers satisfaction.