Despite the widespread use of self-report measures of both job-related Stressors and strains, relatively few carefully developed scales for which validity data exist are available. In this article, we discuss 3 job stressor scales (Interpersonal Conflict at Work Scale, Organizational Constraints Scale, and Quantitative Workload Inventory) and 1 job strain scale (Physical Symptoms Inventory). Using meta-analysis, we combined the results of 18 studies to provide estimates of relations between our scales and other variables. Data showed moderate convergent validity for the 3 job stressor scales, suggesting some objectivity to these self-reports. Norms for each scale are provided. The investigation of job-related stress involves studying the relationship between stressful aspects of jobs (normally termed stressors) and the reputed results of stressor exposure (normally termed strains). Although several diverse theoretical models of the process by which stressors impact employees exist (e.g., Ivancevich & Matteson, 1980; Jex, in press; Jex & Beehr, 1991; Kahn & Byosiere, 1992), most models propose that employees are exposed to stressful working conditions, these conditions are perceived, and finally employees exhibit strains, which can include behaviors (e.g., increased smoking), physical illness, and psychological distress. On the job stressor side, there have been only a limited number of scales developed, which has tended to focus the field on a relatively small number of potential job stressors, for example, role ambiguity and role conflict. Yet research clearly suggests an important role for other job stressors that have

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SummaryThe link between the interpersonal stressor of workplace mistreatment and objective measures of performance is often overlooked in organizational research. In order to fill this research gap, we examined the unique and combined effects of two sources of incivility (customer and coworker) on objective sales performance and withdrawal behaviors (absenteeism and tardiness). We hypothesized that coworker and customer incivility would interact to predict reduced performance and increased withdrawal, using the conservation of resources model to support our hypotheses. We surveyed 120 bank tellers regarding experienced incivility and obtained performance and withdrawal data spanning a period of several months following the survey. The data indicated that coworker and customer incivility did interact to predict decreased sales performance and increased absenteeism, supporting the majority of our proposed hypotheses. Theoretical and practical implications of the findings and future directions are discussed. Copyright # 2011 John Wiley & Sons, Ltd.Keywords: incivility; performance; withdrawal; absenteeism; tardiness; lateness; workplace mistreatment A customer wants to make a big withdrawal in cash, and gets nasty at me when I don't have the cash in my drawer. I'm not aloud [sic] to have that much cash, but he doesn't care. I try to get [the other teller's] attention to do a cash transfer, and she ignores me. I don't know why I come to work sometimes. (Anonymous bank teller)

This study built on previous exploratory research (S. M. Jex & D. M. Gudanowski, 1992) that examined both self-efficacy and collective efficacy as moderators of stressor-strain relations. Based on survey data collected from 2,273 U.S. Army soldiers representing 36 companies, it was found that both self- and collective efficacy moderated the relationship between stressors and strains. Multilevel random coefficient model results revealed that respondents with strong self-efficacy reacted less negatively in terms of psychological and physical strain to long work hours and work overload than did those reporting low levels of efficacy. In addition, respondents with high levels of self-efficacy responded more positively in terms of job satisfaction to tasks with high significance than did those with low efficacy. The results also revealed that group-level collective efficacy moderated the relationship between work overload and job satisfaction and between task significance and organizational commitment. Limitations of the study and implications of these findings are discussed.

Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed.

It is widely accepted that job conditions are a causal factor in stress outcomes for employees. This conclusion, however, is based almost entirely on single data source, self-report studies, which demonstrate correlations between environmental perceptions and stress outcomes. This study collected stressor data from two sources, the job incumbent and her supervisor. Convergent and discriminant validities were found for four stressors (autonomy, workload, number of hours worked, and number of people worked for) but not for three others (role ambiguity, constraints, and interpersonal conflict). Correlations were found between perceptions of stressors and outcomes, the latter including both affective and symptoms. Smaller correlations were found between supervisor reports of stressors and outcomes. Alternative causal models relevant to these results are discussed. The need for causal research including experimental designs, longitudinal designs, and multiple data sources are also discussed.

Employees can have difficulty mentally distancing themselves from work during off-job time due to increasing use of communication technologies (e.g., e-mail, cell phone, etc.). However, psychological detachment from work during nonwork time is important for employee recovery and health. This study examined several antecedents of psychological detachment: work-home segmentation preference, perceived segmentation norm, and the use of communication technology at home. Results indicate that segmentation preference and segmentation norm were positively associated with psychological detachment. Further, technology use at home partially mediated these relationships. Findings indicate that segmenting work and nonwork roles can help employees detach and recover from work demands. In addition, findings show that the segmentation norm within a work group is associated with employee experiences outside of work. (PsycINFO Database Record (c) 2011 APA, all rights reserved).

This study examined job stressors and coworker social support in relation to both psychological strains and performance. One hundred and ninety-eight door-to-door bookdealers, employed on a seasonal basis, completed self-report measures of job stressors, psychological strains, coworker social support, and job performance. Performance data were also obtained from company records. Results indicated that stressors predicted both psychological strains and one of the two measures of performance. The strongest predictor was a job-speci®c measure of chronic stressors. Social support predicted psychological strains, although it was only weakly related to performance. There was no evidence that social support moderated the eects of any of the stressors. Implications of these ®ndings are discussed.