Study of Job Burnout

A REPORT

SUBMITTED TO THE DEPARTMENT OF MANAGEMENT SCIENCES,

VIRTUAL UNIVERSITY OF PAKISTAN

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE

DEGREE OF MASTERS IN BUSINESS ADMINISTRATION

Submitted By
Student ID: MC170402302

Saqib Munawar

Department of Management Sciences,

Virtual University of Pakistan

[i]
 DEDICATION

Dedicated to my parents to whom I owe my everything.

[ii]
 Acknowledgement

Foremost, I would like to express my sincere gratitude to my advisor

Nazia Rafiq of the Department of Management Sciences of Virtual
University. She consistently allowed this paper to be my own work, but
steered me in the right the direction whenever he thought I needed it.

I would also like to thank the experts who were involved in the
validation survey for this research project. Without their passionate
participation and input, the validation survey could not have been
successfully conducted.

Finally, I must express my very profound gratitude to my parents for

providing me with unfailing support and continuous encouragement
throughout my years of study and through the process of researching and
writing this thesis. This accomplishment would not have been possible
without them. Thank you.

[iii]
 LETTER OF UNDERTAKING

I Saqib Munawar Student VU ID MC170402302 hereby confirm that the

Project/Dissertation I have provided is solely my own effort. I did not copy my report
partially or completely from any other student or from any other source either against
payment or free and I did not provide any plagiarized material in any section of my
report. I further confirm that the documents (Job Confirmation Letter which is submitted
against assignment No 1) that I have provided are genuine (i.e. not forge/fake) and have
been issued by the authorized person in the organization. If I am found guilty of
misstating, misleading or concealing the facts about my activities (either academic or
non-academic but relevant to this course) at any stage, the university is authorized to take
disciplinary action against me according to university policies and regulations.

I hereby also confirm that I have carefully read and understood all the guidelines,
rules and regulations provided by the course instructor on VULMS. I assure that I will
follow the instructions regarding presentation & viva voce and will appear on the
scheduled date for presentation & viva voce which will be intimated to me at my VU-
email ID by the Course Instructor. In case of any negligence, I shall be held responsible.

Name Saqib Munawar

Date August 07, 2019

[iv]
 Abstract
The intention of this research is to ‘Study the Job Burnout’ of employees. Job
burnout is very common now a days. Every person seems very exhausted both
emotionally and physically because of the work pressure and rapidly changing
environment in society and organization. Emotional and physical pressure effect on
person and his job performance. This study has been done in LESCO. In our country
LESCO has its own name and worth and it distributes energy which is used by almost
everyone. So, its employees suffered from a lot of pressure and stress like situation due to
consumer behavior, departments attitude and their own personal issues.

The purpose of this research is to give awareness to employees that what is job
burnout and how they can cope with this situation as burnout is damaging for their
careers. The study also suggest organization how to deal if its employees suffer from job
burnout.

Researcher tried his best to know about job burnout by designing closed
questionnaire. Researcher designed questionnaire with demographic characteristics and
then questions which are related to daily routine of an employee.

Respondents gave responses according to their experiences. Round about 83

responses were collected for this study. According to demographic characteristics of
respondents which has been shown by graph, the mean of questions has concluded by
SPSS.

It has been concluded that most of the LESCO employees have high degree of
burnout related to emotional exhaustion and depersonalization, however as far as
personal accomplishment is concerned job burnout is very low among LESCO
employees. But as far as the emotional exhaustion and depersonalization is concerned,
these factors badly effect on performance of the employees. This study strongly
recommends more evidences to detect issues more accurately, counselling and medical
facilities for employees of LESCO, department must conduct seminars for the awareness
of stress and also recommends to the future researcher for detecting any other factors and
remedies how to deal with situation.

[v]
 Table of Contents

1 Chapter 1……………………………………………………. 1

1.1…………………………………………………………. 2
1.2………………………………………………………….. 3
1.3…………………………………………………………. 3
2 Chapter 2………………………………………………… 5

3 Chapter 3…………………………………………………. 9

3.1………………………………………………………. 9
3.2………………………………………………………… 9
3.3………………………………………………………. 10
3.4………………………………………………………. 10
4 Chapter 4…………………………………………………. 13

4.1………………………………………………………. 13

4.2………………………………………………………. 13
4.3………………………………………………………. 14
4.4………………………………………………………. 15
4.5……………………………………………………….
15
4.6………………………………………………………. 18

5 Chapter 5…………………………………………………. 20

6 Chapter 6…………………………………………………. 22

[vi]
 List of Illustrations

Fig.4.1………………………………………………………… 14

Fig.4.2………………………………………………………… 14

Fig.4.3………………………………………………………… 15

Fig.4.4………………………………………………………… 16

Table 4.1……………………………………………………… 16

[vii]
 Chapter 1

INTRODUCTION
Job burnout is a mental phenomenon, which is a form of chronic stress reactions
occurred by accumulated and long-term negative effects of job stress (Jin-wook, Lee.
2003). Stress becomes inevitable when one works under some dynamic environment,
which is not completely under one’s control. Stress may take many forms but being
concerned with organizations and management sciences field, researchers are concerned
about organization related stress (Cordes and Dougherty, 1993). Burnout is defined as a
psychological response to job stress. Changes in what an individual want and what
he/she should do or, in other words, significant disharmonies between job nature and job
owner's nature lead into burnout (Maslach & Leiter, 2005). Burnout does not only affect
job satisfaction negatively, but also brings about low organizational commitment(Ashil
and Rod, 2011). According to Maslach (1978) burnout is a behavioral condition of
employees when they are not in a position to bear extra professional pressure and feel
totally annoyed with the environment. Such feelings put them on the verge of the exit
point where they tend to move from just-pleasant condition to start experiencing burnout.
From that point they start reacting abnormally in the same setting, once they were
comfortable in. Burnout is more often treated as a catalyst towards the deteriorated
performance of the employees, specifically in-service sector.

The rapidity with which the concept of job burnout has been incorporated into
everyone's life is astonishing. During the two decades, many organizational members had
been experienced job stresses. Because of chronic job stresses, they have fallen into job
burnout. Generally speaking, Job burnout is a prolonged response to chronic emotional
and interpersonal stressors on the job, and is defined by the three dimensions of
emotional exhaustion, depersonalization, and reduced personal accomplishment.

[1]
Rationale

Existing research shows that a lot of work has been done on in-role performance
and job burnout within the context of foreign countries and business settings. However,
there is still a gap in literature from Pakistan. Grounded in this view, the aim of this study
will be to examine the effect of job burnout on service employees’ job performance.

The purpose of this study is therefore to investigate the effects of job stress and
burnout on employee performance in order to ascertain the shortcomings so that
recommendations may be made to the management to ensure that employees perform
more efficiently and resultant low performance is minimized or eradicated.

1.1 Background

The early investigations of job burnout focused on people working in human

services and health care. Freudenberger (1975) labeled the emotional depletion and loss
of motivation as job burnout. Maslach (1978) interviewed human services workers about
the stresses and of each job.

During the 1980s, research focused on assessing job burnout. Many different measures
were developed; however, the most widely used measure is the Maslach Burnout
Inventory (MBI) developed by Maslach and Jackson (1981). Maslach, Jackson, and
Leiter (1986) also developed the MBI-Human Services Survey, which was designed for
use with employees in human service jobs; they developed the MBI-Educators Survey
(Form ED) for use with teacher. In expanding the study of job burnout to occupations
beyond human services and education, Maslach et al. (1996) developed the MBI-General
Survey (MBI-GS).

Other studies of job burnout focused on the discriminate validity of the job
burnout construct. Researchers wondered if job burnout was different than depression or
job satisfaction. Recently, the distinction between job burnout and depression has been
established by several studies using the MBI and other measures of depression (Bakker et
al., 2000). Job burnout has been found to be specific to work content, whereas depression
is multifaceted.

[2]
 Keeping in view of the previous research, this study will examine the level of
burnout among employees and what are the major antecedents of job burnout.

1.2 Objectives

This study will determine what employees’ perceptions have regarding the
presence or absence of stress and burnout and what are their opinions that whether it
affect them positively or negatively. This study will also establish the problems in the
organization that cause economic decline which in the long run affects the organization
as whole and then the country. It will investigate whether stress and burnout negatively
affect employee performance as alluded to by existing literature (Grout, 1994:29; Carr et
al., 2011:32; Drafke & Kossen, 2002:409). From this study and its findings,
recommendations can be made to organization to take certain steps for the reduction of
stress and burnout from the organization and to reduce the factors that cause stress and
burnout in the organization.

Objectives of the Study

1. To study the level of burnout among employees.
2. To identify the strong factor.
3. To identify the weak factor.
4. To make recommendations on how the factors that cause burnout may be reduced or
eliminated.

1.3 Significance

This study has immense significance and importance. Academically, this research
study can contribute its part by adding to the availability of literature and particularly
from the perspective of practical implication. This study is also important and
considerable from the aspect of practical implications as it would provide impetus to the
key stakeholder in an organization. Once organization managers have the knowledge and
information about these factors, they can take corrective measures to eliminates these
factors from the work life of their organization. Managers can make recommendation

[3]
based on this study on how to job burnout may be reduced or eliminated in an
organization.

Chapter 2

LITERATURE REVIEW
The research on burnout has gone through distinct phases of development.

The First Phase

In the first phase, the work was exploratory and the goal was to find out what is
the phenomenon of burnout. The articles which were initially appeared in the united
states in the mid of 1970s, their main reason was to describe the phenomenon of burnout
and what was it called, give it a name and show the world that it was not an uncommon
response. These early articles were based on the people that works in health care
occupations and human services. The initial articles were written by Freudenberger
(1975), a psychiatrist working in an alternative health care agency, and by Maslach
(1976), a social psychologist who was studying emotions in the workplace.

The early investigations of job burnout focused on people working in human

services and health care. Freudenberger (1975) labeled the emotional depletion and loss
of motivation as job burnout. Maslach (1978) interviewed human services workers about
the stresses and of each job.

During the 1980s, research focused on assessing job burnout. Many different
measures were developed; however, the most widely used measure is the Maslach
Burnout Inventory (MBI) developed by Maslach and Jackson (1981). Maslach, Jackson,
and Leiter (1986) also developed the MBI-Human Services Survey, which was designed
for use with employees in human service jobs; they developed the MBI-Educators Survey
(Form ED) for use with teacher. In expanding the study of job burnout to occupations
beyond human services and education, Maslach et al. (1996) developed the MBI-General
Survey (MBI-GS).

[4]
 Other studies of job burnout focused on the discriminate validity of the job
burnout construct. Researchers wondered if job burnout was different than depression or
job satisfaction. Recently, the distinction between job burnout and depression has been
established by several studies using the MBI and other measures of depression (Bakker et
al., 2000). Job burnout has been found to be specific to work content, whereas depression
is multifaceted.

Thus, burnout research had its roots in care-giving and service occupations, in
which the core of the job was the relationship between provider and recipient. This
interpersonal context of the job meant that, from the beginning, burnout was studied not
so much as an individual stress response, but in terms of an individual’s relational
transactions in the workplace. Moreover, this interpersonal context focused attention on
the individual’s emotions, and on the motives and values underlying his or her work with
recipients.
The clinical and social psychological perspectives of the initial articles influenced the
nature of the first phase of burnout research. On the clinical side, the focus was on
symptoms of burnout and on issues of mental health. On the social side, the focus was on
the relationship between provider and recipient and on the situational context of service
occupations. Most of this initial research was descriptive and qualitative in nature,
utilizing such techniques as interviews, case studies, and on-site observations. (Pule K.
Jankome, M. Mangoriand Ms. Guillermina Ritacco 2013).
Several themes emerged from these early interviews in the human services,
suggesting that the burnout phenomenon had some identifiable regularities. First, it was
clear that the provision of service or care can be a very demanding and involving
occupation and that emotional exhaustion is not an uncommon response to such job
overload. The second component of depersonalization (cynicism) also emerged from
these interviews, as people described how they tried to cope with the emotional stresses
of their work. Moderating one’s compassion for clients by emotional distance from them
(“detached concern”) was viewed as a way of protecting oneself from intense emotional
arousal that could interfere with functioning effectively on the job. However, an
imbalance of excessive detachment and little concern seemed to lead staff to respond to

[5]
clients in negative, callous, and dehumanized ways. (Pule K. Jankome, M. Mangoriand
Ms. Guillermina Ritacco 2013).
A better feel for the situational context of the provider-recipient relationship came
from field observations, in addition to the interviews. It was possible to see first-hand
some of the job factors that had been described in earlier interviews, such as the high
number of clients (caseload), prevalence of negative client feedback, and scarcity of
resources. It was also possible to observe other, unreported aspects of the interaction
between provider and client, such as nonverbal “distancing” behaviors. (Pule K.
Jankome, M. Mangoriand Ms. Guillermina Ritacco 2013).
Interwoven throughout this early work was a central focus on relationships
usually between provider and recipient, but also between provider and coworkers or
family members. These relationships were the source of both emotional strains and
rewards and sometimes they functioned as a resource for coping with stress. The
centrality of these interactions for the experiences that were being described made it clear
that a contextual analysis of the overall phenomenon would be the most appropriate way
to gain insight into it. (Pule K. Jankome, M. Mangoriand Ms. Guillermina Ritacco 2013).
In addition, this first phase was characterized by a strong applied orientation,
which reflected the particular set of social, economic, historical, and cultural factors of
the 1970s. These factors influenced the professionalization of the human services in the
United States and had made it more difficult for people to find fulfillment and satisfaction
in these careers (Cherniss 1980, Farber 1983). The strong concern in these occupations
about the problem of burnout led to calls for immediate solutions, despite the lack of
much solid knowledge of burnout’s causes and correlates. Burnout workshops became a
primary mode of intervention, and were also used as sources of data by some researchers
(e.g. Pines et al 1981). (Pule K. Jankome, M. Mangoriand Ms. Guillermina Ritacco
2013).

The Empirical Phase

In the 1980s the work on burnout shifted to more systematic empirical research.
This work was more quantitative in nature, utilizing questionnaire and survey
methodology and studying larger subject populations. A particular focus of this research

[6]
was the assessment of burnout, and several different measures were developed. The scale
that has had the strongest psychometric properties and continues to be used most widely
by researchers is the Maslach Burnout Inventory (MBI) developed by Maslach &Jackson
(1981). The MBI was originally designed for use in human service occupations.
However, in response to the interest in burnout by teachers, a second version of the MBI
was soon developed for use by educational occupations. With the growing body of
empirical research, alternative proposals began to be generated about the developmental
course of burnout over time. (Pule K. Jankome, M. Mangoriand Ms. Guillermina Ritacco
2013).
The shift to greater empiricism was accompanied by theoretical and
methodological contributions from the field of industrial-organizational psychology.
Burnout was viewed as a form of job stress, with links to such concepts as job
satisfaction, organizational commitment, and turnover. The industrial-organizational
approach, when combined with the prior work based in clinical and social psychology,
generated a richer diversity of perspectives on burnout and strengthened the scholarly
base via the use of standardized tools and research designs. (Pule K. Jankome, M.
Mangoriand Ms. Guillermina Ritacco 2013).
In the 1990s this empirical phase continued, but with several new directions. First,
the concept of burnout was extended to occupations beyond the human services and
education (e.g. clerical, computer technology, military, managers). Second, burnout
research was enhanced by more sophisticated methodology and statistical tools. The
complex relationships among organizational factors and the three components of burnout
led to the use of structural models in much burnout research. This approach permits
researchers to examine the contribution of many] potential influences and consequences
simultaneously, separating unique contributors to the development of burnout from those
that are redundant. Third, a few longitudinal studies began to assess the links between the
work environment at one time and the individual’s thoughts and feelings at a later time.
In addition to addressing the fundamental premise that burnout is a consequence of the
interaction of an individual with a work setting, longitudinal studies are important for
assessing the impact of interventions to alleviate burnout. (Pule K. Jankome, M.
Mangoriand Ms. Guillermina Ritacco 2013).

[7]
 Chapter 3

RESEARCH METHODOLOGY
The research methodology that was adopted was the use of structured
questionnaire for this Quantitative research. The type of research and study is
Quantitative. Quantitative research produces hard data: numbers. It follows a positivist
approach to research in which the researcher speaks the language of variables and
hypotheses.

3.1 Data collection sources

Primary and secondary both sources are used for collection of data. The primary
data was directly collected from the employees working in LESCO whereas secondary
sources were books, interest and journals etc.

3.2 Data collection Tools / Instruments

The Maslach Burnout Inventory (MBI) is the most commonly used tool to self-
assess whether you might be at risk of burnout. To determine the risk of burnout, the MBI
explores three components: exhaustion, depersonalization and personal achievement.
While this tool may be useful, it must not be used as a scientific diagnostic technique,
regardless of the results. The objective is simply to make you aware that anyone may be
at risk of burnout.
Structured questionnaire was used for the collection of data consisting of twenty-
one (21) questions based on Maslach Burnout Inventory. The questionnaire was divided

[8]
into three sections as described above. Same questions are asked from different
participants and data was arranged in a well manner. Data was well balanced through a
closed questionnaire. Researcher compiled his questions with a well-proportioned way in
a questionnaire because data can be collected within time and rapidly as compared with
other research tools. For collection of data through questionnaire presence of researcher
is not necessary. As responses can be collected personally, electronically and researcher
can hire assistants too who understand the nature of questionnaire. It requires little
financial resources also. Respondents can reply in better way as compared with tools.
Moreover, this tool was developed researcher can easily sum up the responses and
conclude clear from results.

Likert Response scale was used. The format of a typical five-level Likert item
[Wikipedia]. for example, could be:

1. Strongly disagree
2. Disagree
3. Neither agree nor disagree
4. Agree
5. Strongly agree
Questionnaire is given in Appendix-I.

3.3 Subjects/Participants

For reasons of time and cost, it was not possible to interview all the employees at
LESCO and so it was important to have a sample that represented widely all the
employees at LESCO. The target population is employees working in LESCO. All level
of employees will be the participants. Sampling frame will be the employees working in
LESCO. Sample size was of 100 employees.

Convenience sampling technique was used because it is easy to conduct, cheap,

can gather information quickly. This technique is type of non-probability technique. As
one can get response early. This technique is used for the data which close to researcher.
Moreover, this technique helps the researcher in getting responses from those who are

[9]
willing to listen the gap, a researcher had found out. They reply to the research tool
designed by the researcher voluntarily.

3.4 Data Processing, Analysis Techniques and Interpretation

This study was quantitative type and was descriptive study so the data was
collected through questionnaire. The responses were collected with help of sampling
technique. It was arranged and tabulated. SPSS software was used for the analysis of
data. Then data was entered according to responses in SPSS.

To drive the central tendency in data mean is used as sampling technique. Mean
gives average response of the same question asked from the person of same
characteristics. Through mean against each response one can understand the result or
views overall from whole population. For analysis of data „mean‟ was used for the
factors which are responsible for the burnout in LESCO as statistical technique.

Section A: Emotional Exhaustion

Burnout (or depressive anxiety syndrome): Testifies to fatigue at the very idea of
work, chronic fatigue, trouble sleeping, physical problems. For the MBI, as well as for
most authors, “exhaustion would be the key component of the syndrome.” Unlike
depression, the problems disappear outside work. The 9-item Emotional Exhaustion scale
measures feelings of being emotionally overextended and exhausted at one's work.
Higher scores correspond to greater experienced burnout.

Section B: Depersonalization

“Depersonalization” (or loss of empathy): Rather a “dehumanization” in

interpersonal relations. The notion of detachment is excessive, leading to cynicism with
negative attitudes with regard to patients or colleagues, feeling of guilt, avoidance of
social contacts and withdrawing into oneself. The professional blocks the empathy he can
show to his patients and/or colleagues. The 4-item Depersonalization scale measures an
unfeeling and impersonal response toward recipients of one's service, care, treatment, or
instruction. Higher scores correspond to greater degrees of experienced burnout.

Section C: Personal Achievement

[10]
 The reduction of personal achievement: The individual assesses himself
negatively, feels he is unable to move the situation forward. This component represents
the demotivating effects of a difficult, repetitive situation leading to failure despite
efforts. The person begins to doubt his genuine abilities to accomplish things. This aspect
is a consequence of the first two. The -item Personal Accomplishment scale measures
feelings of competence and successful achievement in one's work with people. Lower
scores correspond to greater experienced burnout.

A high score in the first two sections and a low score in the last section may indicate
burnout.

[11]
 Chapter 4

DATA ANALYSIS
A questionnaire was developed as research tool that covers almost all areas of
employee’s daily routine. Researcher collect data by developing his researcher tool firstly
with demographic characteristics and then asked different closed questions by answering
with choices agree or disagree.

Sample was of 100 employees of LESCO and questionnaire were filled by

employees with the help of convenience sampling then analyzed through SPSS. For
analysis of data, data was collected manually and electronically then arranged by the
researcher. Responses were entered in SPSS. Researcher added demographic
characteristics responses firstly and then analyzed the frequencies. Different demographic
characteristics of an employee of same department as follows which have been collected
by researcher and analyzed. Their details are as follows along with the help of bar
graphs.

4.1 Response rate

Out of the 100 questionnaires that were distributed, 91 were successfully

completed and collected. This makes a response rate of 91 percent. Out of those 91, 9
were found unusable. So, 83 questionnaires were used for the analysis.

4.2 Age

[12]
 First of all, employees age graph is given. From below figure it can be seen that
majority of the staff is between (21-30), then between (31-40) and then (41-50). Which
shows that mostly youth and young minds are serving the department and as the age is
increasing the value is decreasing.

Age
50

40

30

20

10

0
<20 21-30 31-40 51-50 51-60 >60

Age

Fig. 4.1

4.3 Experience

Experience
40

35

30

25

20

15

10

0
<5 (6-10) (11-15) (16-20) (21-25) >25

Experience

[13]
 Fig. 4.2

Then the researcher emphasis on experience of the employee. As experienced

person have always worth more than the fresh one. The graph tells that most of the
employees are fresh ones having experience less than 5. Likewise, the experience persons
are also a considerable number having experience between 11 to 15 years. This has also
helped in studying how the experienced and fresh ones deals with stress and burnout and
their opinions about it.

4.4 Education

Education of the employee is an important demographic characteristic. As

education plays an important role how any person perceives anything. The graph shows
that most employees are graduate and almost a huge number of employees have above
matric education. It means they can decide and tell the situation accurately.

Education
35

30

25

20

15

10

0
Below matric Matric Intermediate Graduation Post graduation Doctorate

Education

Fig. 4.3

4.5 Marital Status

Marital status of employees was also included in demographic characteristic to

determine how differently married and single person handle stress and job burnout.

[14]
 Marital Status
60

50

40

30

20

10

0
Single Married Divorced

Marital Status

Fig. 4.4

The above figure shows that married employees are way more than singles.

Now according to above demographic characteristics, these employees had

responded the questionnaire in which researcher had tried to study the job burnout.
Twenty-one questions were asked with response options, (Strongly disagree, Disagree,
Partially Agree, Agree, Strongly Agree). Then obtained data was analyzed through SPSS
by mean analysis technique.

Descriptive Statistics
N Mean
Section A : Emotional Exhaustion

I feel emotionally drained from my work. 83 3.14

I feel used up at the end of the workday. 83 3.12

I feel fatigued when I get up in the morning 83 3.43

and have to face another day on the job

[15]
Working with people all day is really a strain 83 3.26
for me.
I feel burned out from my work. 83 3.33
I feel frustrated by my job. 83 3.28

I feel I’m working too hard on my job. 83 3.53

Working with people directly puts too much 83 3.45

stress on me.
I feel like I’m at the end of my rope. 83 3.55

Cumulative Mean 3.34

Section B : Personal Accomplishment

I can easily understand how my recipients 83 3.39

feel about things.
I deal very effectively with the problems of 83 3.67
my recipients.
I feel I’m positively influencing other 83 3.40
people’s lives through my work.
I feel very energetic. 83 3.43

I can easily create a relaxed atmosphere with 83 3.24

my recipients.
I feel exhilarated after working closely with 83 3.55
my recipients.
I have accomplished many worthwhile things 83 3.65
in this job.
In my work, I deal with emotional problems 83 3.6
very calmly.
Cumulative Mean 3.49

Section C : Depersonalization

[16]
 I feel I treat some recipients as if they were 83 3.36
impersonal objects.
I’ve become more callous toward people 83 3.53
since I took this job.
I worry that this job is hardening me 83 3.3
emotionally.
I feel recipients blame me for some of their 83 3.5
problems.
Cumulative Mean 3.42

Table 4.1

The above table consists of 3 sections i.e Emotional Exhaustion, Personal Achievement and
Depersonalization to indicate job burnout. According to above table the cumulative mean is 3.34
for Emotional exhaustion section and according to Likert scale this indicates that most employees
suffers from emotional exhaustion in their job which is a factor of job burnout. The cumulative
mean is 3.49 for Personal Achievement section which indicates that most employees are satisfied
with their jobs and they have a high sense of personal accomplishment. The cumulative mean is
3.42 for Depersonalization section which indicates that most employees suffer from
depersonalization which is also a factor in job burnout.

4.6 Summary
This research studies job burnout and how it can be measured in an organization.
This study helps to filter out all the elements which are harmful for the organizations
efficiency by studying the job burnout. By pointing out that an employee is suffering
from job burnout, study suggest the solutions how organization and individuals can
overcome those issues and hence raise the efficiency of the organization.

According to data analyzed through SPSS graphs of demographic characteristics,

sample was of men of LESCO. Married employees were more than singles. Almost all
employees have certificate of matric and above academic qualification. Mostly
employees were experienced and serving the department more than eleven years. Fresh
employees are also in a considerable number.

[17]
 Different questions were asked in questionnaire which are related with
employee’s daily routine. Data had analyzed through SPSS and arranged in ascending
order according to obtained mean.

The criteria provided by Maslach and Jackson (1996) for categorization of MBI
scores into low, moderate and high degree of burnout. As it is clear from table (4.1), for
emotional exhaustion section, cumulative mean is 3.34. According to Likert scale it
shows that most employees agree that they are emotionally exhausted at the job which
indicates a very high degree of burnout among LESCO employees. That means that most
employees in LESCO suffers from emotional exhaustion during their job. Hence, they
suffer job burnout.

As it is clear from table (4.1), for personal accomplishment section cumulative

mean is 3.34. According to Likert scale it indicates a low degree of burnout. This means
that most LESCO employees have a high sense of personal accomplishment and they
take pride in their work and they help others.

As it is clear from table (4.1), for depersonalization section cumulative mean is

3.42. According to Likert scale it indicates that most employees suffers depersonalization
which indicate a high level of burnout. That means that most employees in LESCO
suffers from depersonalization during their job. Hence, they suffer job burnout.

The factors which are mentioned above need a lot of attention. The emotional
exhaustion and depersonalization are a strong factor in job burnout whereas personal
achievement is a weak factor. Department and higher authorities must take action
against these issues. A proper channel must be there which could contribute to minimize
these issues.

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 Chapter 5
CONCLUSION, RECOMMENDATIONS AND
LIMITATIONS
5.1 Conclusion:
On behalf of the analyzed data, all findings concerning descriptive information
led under given background and surroundings. Data was analyzed through mean analysis
by SPSS. Most of the employees were married obviously they are responsible for their
families; they are educated. And it has been concluded that most of the LESCO
employees have high degree of burnout related to emotional exhaustion and
depersonalization, however as far as personal accomplishment is concerned job burnout
is very low among LESCO employees. Which means that although LESCO employees
suffer from job burnout in 2 section but they still feel that they have accomplish
something and want to influence others and work for the betterment of the company by
influencing others with their work. But the emotional exhaustion and depersonalization is
concerned, these factors badly effect on performance of the employees.

5.2 Recommendations

1) The factors which are measured as for the job burnout are serious. Concerning
department and higher department must take notice of all these reasons and check
the mechanism of the system.
2) Department must evaluate the mechanism and take action further for the
development of the employees. So that they could perform better by feeling
secured. As LESCO is the department which serving the whole city. According
to their duties they have much rights. Their health and social security are the
responsibility of the department.
3) Department must hire some experts for the counselling of the employees so that
they can suggest possible solutions to them for resolving their health and
emotional problems.

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 4) From conclusion it felt that there is less systemized way for the evaluation of job
performance. Proper evaluation system helps in detecting such issues and experts
can reduce them. Employees are the assets of society; attention is their right.

5.3 Limitations:
According to the conclusions, findings and discussions researcher has some
recommendations so that in future any new researcher or for the department betterment
one can perform his work related with investigation more in better way.
1. For understanding the purpose of study and to resolve this study a lot of
evidences are required so that one could work properly and find more accurate
results.
2. There must be arrangements of seminars for employees so that they may have
more awareness about their duties and rights.
3. Department and research institutes should also introduce a way in which
researcher may get succeeded to introduce facing gaps and their solutions.
4. A proper way of dictation should be developed in researcher with which he can
detect the issues and gaps properly.
5. This study has a lot of scope, it will help in identifying in factors of stress and
suggests their possible solution.

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 Chapter 6

REFERENCES
1. Wali Ur Rehman & Saquib Yusaf Janjua (2015). Impact of burnout on employees'
performance: An analysis of banking industry. World Review of Entrepreneurship
Management and Sustainable Development, 11(1), 88-94.
2. Pule K. Jankome, M. Mangoriand Ms. Guillermina Ritacco (2013). The Impact of
Stress and Burnout on Employees’ Performance at Botswana Power Corporation.
Interdisciplinary Journal of Contemporary Research in Business. 5(6), 795-.801.
3. Azeem Syed & Nazir Nazir (2008). A Study of Job Burnout among University
Teachers. Psychology & Developing Societies 20(1):51-64.

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 Appendix-I

QUESTIONNAIRE
TOPIC: Study of Job Burnout

Each statement in this questionnaire is followed by five ‘weights’ with following interpretation:

Weights 1 2 3 4 5

Interpretation Strongly Disagree Disagree Partially Agree Agree Strongly Agree

Choose the appropriate weightage in front of each statement:

No. Statement Weightage

Section A : Emotional Exhaustion

1 I feel emotionally drained from my work. 1 2 3 4 5

2 I feel used up at the end of the workday. 1 2 3 4 5

3 I feel fatigued when I get up in the morning and have to face 1 2 3 4 5

another day on the job

4 Working with people all day is really a strain for me. 1 2 3 4 5

5 I feel burned out from my work. 1 2 3 4 5

6 I feel frustrated by my job. 1 2 3 4 5

7 I feel I’m working too hard on my job. 1 2 3 4 5

8 Working with people directly puts too much stress on me. 1 2 3 4 5

9 I feel like I’m at the end of my rope. 1 2 3 4 5

Section B : Personal Achievement

10 I can easily understand how my recipients feel about things. 1 2 3 4 5

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11 I deal very effectively with the problems of my recipients. 1 2 3 4 5

12 I feel I’m positively influencing other people’s lives through my 1 2 3 4 5

work.

13 I feel very energetic. 1 2 3 4 5

14 I can easily create a relaxed atmosphere with my recipients. 1 2 3 4 5

15 I feel exhilarated after working closely with my recipients. 1 2 3 4 5

16 I have accomplished many worthwhile things in this job. 1 2 3 4 5

17 In my work, I deal with emotional problems very calmly. 1 2 3 4 5

Section C : Depersonalization

18 I feel I treat some recipients as if they were impersonal objects. 1 2 3 4 5

19 I’ve become more callous toward people since I took this job. 1 2 3 4 5

20 I worry that this job is hardening me emotionally. 1 2 3 4 5

21 I feel recipients blame me for some of their problems. 1 2 3 4 5

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