Client aggression is increasingly a stressor in the workplace. This study aims to analyze how and why these experiences may trigger burnout. Focusing on health care workers, we tested a moderated mediation model of the relationship between exposure to third-party (patients and/or relatives) verbal aggression and burnout with the goal of assessing the mediation effects of emotion work and the moderating effects of personal resources (i.e., perceived self-efficacy in communication with patients) and job resources (job control, role clarity, social support by colleagues and by supervisors) on this relationship. A purposive sample of 356 nurses was recruited from four hospitals in northern Italy. A structured, self-report questionnaire was used to collect data. Mediated and moderated mediation regression models with PROCESS were used to test the hypotheses. As postulated, emotion work mediated the relationship between patient third-party aggression and nurses’ burnout. Role clarity and supervisors’ support were found to reduce the harmful effects of emotion work triggered by third-party aggression. Unexpectedly, perceived self-efficacy in communication did not have a buffering effect in the tested model. These results offer a novel approach to designing preventive actions aimed at cultivating resources to counter the impact of perceived exposure to client aggression on well-being.

中文翻译：

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护士中的第三方攻击和情绪工作：测试一个有调节的中介模型。

客户的攻击性越来越成为工作场所的压力源。本研究旨在分析这些经历如何以及为何会引发倦怠。我们以医护人员为中心，测试了暴露于第三方（患者和/或亲属）言语攻击与倦怠之间关系的调节中介模型，目的是评估情绪工作的中介作用和个人资源的调节作用（即在与患者沟通时感知到的自我效能感）和工作资源（工作控制、角色明确、同事和主管的社会支持）对这种关系的影响。从意大利北部的四家医院招募了 356 名护士的有目的的样本。使用结构化的自我报告问卷来收集数据。使用PROCESS 的中介和缓和中介回归模型来检验假设。正如假设的那样，情绪工作在患者第三方攻击与护士倦怠之间的关系中起中介作用。发现角色清晰和主管的支持可以减少第三方攻击引发的情绪工作的有害影响。出乎意料的是，沟通中的自我效能感在测试模型中没有缓冲作用。这些结果提供了一种设计预防措施的新方法，旨在培养资源以应对感知到的客户攻击对幸福感的影响。发现角色清晰和主管的支持可以减少第三方攻击引发的情绪工作的有害影响。出乎意料的是，沟通中的自我效能感在测试模型中没有缓冲作用。这些结果提供了一种设计预防措施的新方法，旨在培养资源以应对感知到的客户攻击对幸福感的影响。发现角色清晰和主管的支持可以减少第三方攻击引发的情绪工作的有害影响。出乎意料的是，沟通中的自我效能感在测试模型中没有缓冲作用。这些结果提供了一种设计预防措施的新方法，旨在培养资源以应对感知到的客户攻击对幸福感的影响。