The Florence Nightingale effect: Organizational identification explains the peculiar link between others' suffering and workplace functioning in the homelessness sector

Ferris, Laura J., Jetten, Jolanda, Johnstone, Melissa, Girdham, Elise, Parsell, Cameron and Walter, Zoe C. (2016) The Florence Nightingale effect: Organizational identification explains the peculiar link between others' suffering and workplace functioning in the homelessness sector. Frontiers in Psychology, 7 JAN: 16.1-16.15. doi:10.3389/fpsyg.2016.00016


Author Ferris, Laura J.
Jetten, Jolanda
Johnstone, Melissa
Girdham, Elise
Parsell, Cameron
Walter, Zoe C.
Title The Florence Nightingale effect: Organizational identification explains the peculiar link between others' suffering and workplace functioning in the homelessness sector
Journal name Frontiers in Psychology   Check publisher's open access policy
ISSN 1664-1078
Publication date 2016-01-01
Year available 2016
Sub-type Article (original research)
DOI 10.3389/fpsyg.2016.00016
Open Access Status DOI
Volume 7
Issue JAN
Start page 16.1
End page 16.15
Total pages 15
Place of publication Lausanne, Switzerland
Publisher Frontiers Research Foundation
Language eng
Subject 3200 Psychology
Abstract Frontline employees in the helping professions often perform their duties against a difficult backdrop, including a complex client base and ongoing themes of crisis, suffering, and distress. These factors combine to create an environment in which workers are vulnerable to workplace stress and burnout. The present study tested two models to understand how frontline workers in the homelessness sector deal with the suffering of their clients. First, we examined whether relationships between suffering and workplace functioning (job satisfaction and burnout) would be mediated by organizational identification. Second, we examined whether emotional distance from clients (i.e., infrahumanization, measured as reduced attribution of secondary emotions) would predict improved workplace functioning (less burnout and greater job satisfaction), particularly when client contact is high. The study involved a mixed methods design comprising interview (N=26) and cross-sectional survey data (N = 60) with a sample of frontline staff working in the homelessness sector. Participants were asked to rate the level of client suffering and attribute emotions in a hypothetical client task, and to complete questionnaire measures of burnout, job satisfaction, and organizational identification. We found no relationships between secondary emotion attribution and burnout or satisfaction. Instead, we found that perceiving higher client suffering was linked with higher job satisfaction and lower burnout. Mediation analyses revealed a mediating role for identification, such that recognizing suffering predicted greater identification with the organization, which fully mediated the relationship between suffering and job satisfaction, and also between suffering and burnout. Qualitative analysis of interview data also resonated with this conceptualization. We introduce this novel finding as the 'Florence Nightingale effect'. With this sample drawn from the homelessness sector, we provide preliminary evidence for the proposition that recognizing others' suffering may serve to increase job satisfaction and reduce burnout by galvanizing organizational identification.
Formatted abstract
Frontline employees in the helping professions often perform their duties against a difficult backdrop, including a complex client base and ongoing themes of crisis, suffering, and distress. These factors combine to create an environment in which workers are vulnerable to workplace stress and burnout. The present study tested two models to understand how frontline workers in the homelessness sector deal with the suffering of their clients. First, we examined whether relationships between suffering and workplace functioning (job satisfaction and burnout) would be mediated by organizational identification. Second, we examined whether emotional distance from clients (i.e., infrahumanization, measured as reduced attribution of secondary emotions) would predict improved workplace functioning (less burnout and greater job satisfaction), particularly when client contact is high. The study involved a mixed-methods design comprising interview (N = 26) and cross-sectional survey data (N = 60) with a sample of frontline staff working in the homelessness sector. Participants were asked to rate the level of client suffering and attribute emotions in a hypothetical client task, and to complete questionnaire measures of burnout, job satisfaction, and organizational identification. We found no relationships between secondary emotion attribution and burnout or satisfaction. Instead, we found that perceiving higher client suffering was linked with higher job satisfaction and lower burnout. Mediation analyses revealed a mediating role for identification, such that recognizing suffering predicted greater identification with the organization, which fully mediated the relationship between suffering and job satisfaction, and also between suffering and burnout. Qualitative analysis of interview data also resonated with this conceptualization. We introduce this novel finding as the ‘Florence Nightingale effect’. With this sample drawn from the homelessness sector, we provide preliminary evidence for the proposition that recognizing others’ suffering may serve to increase job satisfaction and reduce burnout – by galvanizing organizational identification.
Keyword Social identity
Social pain
Vicarious trauma
Burnout
Job satisfaction
Infrahumanization
Q-Index Code C1
Q-Index Status Provisional Code
Grant ID LP110200437
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Institute for Social Science Research - Publications
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School of Psychology Publications
 
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