n Management Dynamics : Journal of the Southern African Institute for Management Scientists - A psychometric assessment of the Maslach Burnout Inventory (General Survey) in a customer-service environment

Volume 14, Issue 2
  • ISSN : 1019-567X



The objectives of this study were to validate the Maslach Burnout Inventory General Survey (MBI-GS) for a customer-services environment, and to assess differences in the burnout levels among various demographic groups. A cross-sectional survey design was used. A sample (n = 228) was taken of customer-services personnel working for medical schemes. The MBI-GS and a biographical questionnaire were administered. Structural equation modelling (SEM) confirmed a three-factor model of burnout, consisting of Exhaustion, Cynicism, and Professional Efficacy. All three factors showed acceptable internal consistencies. The results obtained from comparing burnout levels of various demographic groups showed that no practically significant burnout differences, existed among of employees of different race groups, genders, or organisations.

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