Relación entre el síndrome de burnout y la influencia en el desempeño laboral de trabajadores que prestan sus servicios en atención al cliente en empresas públicas

Abstract

The target of this research is to analyze the relationship between Burnout syndrome and the work performance of workers who provide their services in customer service in public companies. A total of 75 workers from six public service enterprises were surveyed, of which 68% belonged to the female gender, while 32% were male. Burnout syndrome was assessed by the MBI (Maslach Burnout Inventory) in its dimensions of emotional exhaustion, depersonalization and personal fulfillment; and work performance with the 180º evaluation format. The results show that the Work Performance is "Very Good" in 53% of the collaborators, whereas the Burnout Syndrome with 53.3% of the respondents is in an average level. The research allows to conclude that there is no statistical significance between the two variables.