Sudathip

The JournalWoranetipo
of Behavioraland Jennifer Chavanovanich
Science Copyright © Behavioral Science Research Institute
2021, Vol. 16, Issue 1, 58-72 ISSN: 1906-4675 (Print), 2651-2246 (Online)

The Journal of Behavioral Science (TJBS)

Original Article

Three-way Interactions of Workload, Social Support and Coping Strategy on Job

Burnout
Sudathip Woranetipo1*, and Jennifer Chavanovanich2

Author Affiliation Abstract

1 Master’s Degree Student, Faculty of
Job burnout is an occupational phenomenon that can have a major impact on
Psychology, Chulalongkorn University,
Thailand. physical and mental health and job performance. Accordingly, this research
2 Lecturer, Psychology, Chulalongkorn examined (a) workload as a job demand and (b) social support in the workplace
University, Thailand. and problem-focused coping strategy as a job resource and personal resource,
respectively. The purpose of this study was to test the buffering effect of social
*Corresponding author email:
[email protected] support in the workplace and problem-focused coping strategy on the relationship
between workload and job burnout. Data were collected by an online survey from
260 civil servants in the government sector in Thailand. The results showed
significant three-way interactions (β = -1.82, p < 0.05) in which the positive effect
Article Information
of workload on job burnout is diminished when civil servants have a high level
Received: 20.10.20
Revised: 20.11.20 of social support in the workplace and a high level of problem-focused coping
Accepted: 27.11.20 strategy. The findings provide a theoretical implication by examining the
interaction of job and personal resources as a buffering effect on the positive
Keywords relationship between workload and job burnout. Practical implications for
workload, job burnout, organizational development are shared as potential mechanism for the reduction
social support in the workplace, of burnout, particularly in managing well-being in work-related stressful
problem-focused coping strategy,
JD-R model situations.

Job burnout is described as one of several Job burnout has received great attention in the
factors that have a significant impact on individual past twenty years. Most of the studies have been
physical and mental health (e.g., cardiovascular conducted on medical staff, social workers, and
issues and insomnia). This can lead to negative lecturers because personnel in these occupations
outcomes at an organizational level such as interact with people on a daily basis, which can
employees’ quality of life, absenteeism, job result in physical and mental health consequences
performance, and turnover intention (Maslach, leading to job burnout (Schaufeli et al., 2009).
2001). Hence, the topic of job burnout has long been Nonetheless, white-collar workers who perform in
a concern in human resource management. In an office or other administrative jobs, such as civil
particular, employees with high job burnout are servants in Thailand’s public sector where the
likely to report a turnover intention, which demands of work and the fast pace have been
interrelates with the functions and processes that increasing, have been less studied. Since the
contribute to an organizational investment for Office of the Civil Services Commission (OCSC)
recruiting or training new employees (Soelton et al., announced the policy to alleviate the civil servant
2020). As follows, it is important to understand the quota for reducing the fiscal burden for the
factors that influence job burnout in order to prevent retirement safety net in the future, this is likely to
and reduce it. result in a large amount of workload on civil
servants in Thailand. Thus, studying various

58 | TJBS 2021, 16(1): 58-72

 Three-way interaction effect on Job Burnout

occupational groups will clarify the major sources such as social support in the workplace and problem-
of job burnout in different types of jobs (Maslach focused coping strategy, is less understood in the
& Leiter, 2016). literature. This research thus aims and expects to fill
According to the work of Maslach et al. this gap by testing a three-way interaction between
(2001), job burnout comprises three dimensions, the two resources and one demand (i.e., problem-
which are emotional exhaustion, cynicism, and focused coping strategy as a personal resource, social
inefficacy. First, emotional exhaustion involves a support in the workplace as a job resource, and
feeling of either physical or mental wearing-out, workload as a job demand related to job burnout)
fatigue, and loss of energy. Second, cynicism among civil servant employees in Thailand. Building
describes a negative feeling or attitude or withdrawal upon the findings of past studies, it is postulated that
toward others and self-responsibility, and finally, both social support in the workplace and problem-
inefficacy refers to a negative response to oneself or focused coping strategy can buffer the impact of
personal achievement that is explained in terms of workload on job burnout (Devereux et al., 2009). In
depression, lower confidence, poor productivity, and a study of Xanthopoulou et al. (2007), the JD-R
problem-solving inability. According to the Job model was used to test whether high job demands
Demands-Resources Model (JD-R model), stress is a impact physical and mental health and high job
result of high job demands (e.g., workload, role resources impact productivity, e.g., social support in
conflict, work pressure) or low job resources (e.g., the workplace might buffer the negative effects of
social support, autonomy, skill variety) (Bakker & de workload on job burnout. Thus, this study also
Vries, 2020). When stress is accumulated over an implements the JD-R model as a framework to test
extended period of time, employees begin to whether high levels of workload will lead to high
experience a degree of job burnout. levels of job burnout. Moreover, when individuals
As stated by the JD-R model, workload is have high levels of social support in the workplace
known as one of the job demands that have an and high levels of problem-focused coping strategy
influence on job burnout (Dewi & Riana, 2019). as moderators, they may buffer the relationships
Although workload has many dimensions such as between workload on job burnout, which means that
time, physical tasks, mental tasks, amount of work, the effect of workload on job burnout will be
and complexity, the mental workload and amount of decreased. Work environment factors (e.g.,
work are the common elements of workload that workload and social support) and coping strategies
contribute to employee stress. There has been a affect people’s cognitive perceptions and behavioral
stream of research showing that job burnout is an outcomes (Demerouti et al., 2019), and these impacts
outcome of high workload (Maslach & Leiter, 2007; will be presented in this study.
Maslach, 2001; Rosse, 1988; Van Woerkom et al.,
2016). On the other hand, social support in the Literature Review
workplace is one of the job resources that can reduce This section aims to review the definitions and
job-related stress and the consequent job burnout impacts of job burnout, the JD-R model, workload,
(Bakker et al., 2005; Velando‐Soriano et al., 2020). social support in the workplace, and problem-
Recent literature has reported that social support in focused coping strategy.
the workplace, for example, social support from
supervisors and co-workers, is associated with lower Job Burnout
levels of job burnout (Avanzi et al., 2018; Chou, Burnout’ was used by Graham Greene in 1961
2015; Sloan et al., 2013; Velando‐Soriano et al., in a novel named A Burnt-out Case, in which a
2020), which is consistent with the JD-R model. miserable architect quit his job and left everything
Furthermore, researchers have found that coping behind in the African jungle. Furthermore, Dr.
strategies can become an effective personal resource Herbert J. Freudenberger, a psychiatrist, used this
that employees can apply in managing stressful work word in the 1970s to describe people who have
situations. Among the coping strategies, problem- similar feelings as those of the architect in the novel.
focused coping strategy is proposed as a more He collected the data regarding negative feelings (for
effective approach to making an effort to resolve example: upset, moody, etc.) by interviewing
work-related problems. teenage volunteers working in the human services,
However, the interaction between which became an interesting topic to researchers
organizational resources and personal resources, (Savicki, 2002).

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Sudathip Woranetipo and Jennifer Chavanovanich

The concept of burnout includes the explain the importance of a balance between the two
experiences of people in the workplace where categories of job characteristics, namely job
burnout can easily happen for many reasons such as demands and job resources. In particular, an
unfairness, lack of control, social relationships in the imbalance between these two job characteristic
workplace, insufficient manpower, etc. (Bakker et categories leads employees to experience job stress
al., 2014). In other words, the feelings of burnout and strain, including exhaustion, anxiety and
may arise when an imbalance of job demands over burnout. This in turn negatively affects job
job resources can make people respond to chronic performance and organizational outcomes (Schaufeli
interpersonal stressors (Bakker et al., 2003). As & Taris, 2014).
mentioned above, the three dimensions of this The term ‘job demands’ refers to “those
response are (a) exhaustion, (b) cynicism, and (c) physical, social, or organizational aspects of the job
inefficacy. The exhaustion dimension is that require sustained physical or mental effort and
demonstrated when people have feelings of are therefore associated with certain physiological
dispiritedness, disheartenment, or depression, which costs” (Demerouti et al., 2001). Work overload,
can occur in both mental and physical aspects. work pressure, emotional demands, and mental
Cynicism refers to the interpersonal context that has demands are examples of job demands. On the other
negativity, detachment, or seclusion from others hand, job resources refer to “those physical, social,
and/or the tasks of work. The inefficacy represents or organizational aspects of the job that may do any
the self-evaluation that causes the feelings of low of the following: (a) be functional in achieving work
self-esteem, lack of achievement, or lack of potential goals, (b) reduce job demands and the associated
to do the tasks at work. Because of that, ‘Burnout’ physiological and psychological costs, (c) stimulate
has become ‘Job burnout’ with regard to a specific personal growth and development” (Demerouti et al.,
type of work-related stress (Maslach & Schaufeli, 2001). Examples are social support in the workplace
1993). include autonomy, fairness, and career opportunities.
The impact of job burnout affects both Both job demands and job resources evoke two
individual and organizational performance. On the psychological processes, which are the health-
part of an individual, the feeling of exhaustion may impairment process and the motivational process
occur in terms of both mental and physical health, (Bakker & Demerouti, 2017). More specifically, job
which can affect their relationships and the demands are associated with the former process in
environment in the workplace and performance in which demands affect the feelings of employees,
their tasks. The worst-case scenario of job burnout such as exhaustion or fatigue that can impact
on the part of an individual involves psychosomatic physical or mental health. By contrast, job resources
problems that can impact various aspects in an can motivate employees to become engaged with and
individual's life (Demerouti et al., 2014). With regard feel like they are a part of their organization. When
to an organization, job performance is an important employees gain more personal and job resources,
factor, and every organization wants their employees they are more likely to finish their tasks more
to work effectively for in-role performance or extra- efficiently and are willing to dedicate their efforts to
role behavior, and even more, to support their achieve their work and organizational goals (Bakker
employees to have Organizational Citizenship et al., 2005).
Behavior (OCB), which is one of the positive work In sum, the JD-R model describes that two
behaviors (Halbesleben & Buckley, 2004). As job pathways leading to different sets of outcomes. Since
burnout can affect job performance, all organizations the focus of this research is on job burnout, the
should be aware of the factors that can influence their health-impairment process can be applied to
employees regarding job burnout postulate job demands as a predictor of job burnout
(Bakker & de Vries, 2020). When employees are
The Job Demands-Resources Model (JD-R given a high level of job demands, especially over a
Model) long period time, they are more likely to experience
The Job Demands-Resources model (the JD-R job burnout.
model) was extended by Demerouti et al. (2001)
from the Job Demands-Control model of Karasek Workload as a Job Demand
(1979). The main purpose of this model is to explore Workload, one of the job demands, is a factor
job characteristics as antecedents of job strain and to that can harm employees’ physical and mental

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 Three-way interaction effect on Job Burnout

health. Workload has been defined in various ways, defined as self-beliefs that describe the extent to
most of which refer to working hours, the number of which an individual thinks he or she has the ability
tasks to be done, the pressure of time, mental load, to have control over the work environment, such as
and physical load. In this study, workload consists of the deadlines for completing work tasks (Hobfoll et
two dimensions, which are (a) the pace and amount al., 2003). Personal resources may include, for
of work and (b) the mental load (Van Veldhoven & example, self-efficacy, optimism and coping
Meijman, 1994). An imbalance of workload for a strategies. In this study, it has been proposed that
length of time can cause exhaustion and inefficacy in social support in the workplace and coping strategies
individuals, which may result in absenteeism, are job resources that buffer the relationship between
turnover intention, and tardiness (physical workload and job burnout.
withdrawal behavior) (Rosse, 1988). Individual- With regard to job resources, social support
level outcomes would thus affect organizational has been defined as “the assistance and protection
outcomes such as overall job performance, the image given to others, especially to individuals” (Langford
of the organization, and cost-effectiveness (Van den et al., 1997). Social support in the workplace is an
Hombergh et al., 2009). interpersonal transaction during work in which
The evidence of previous studies supports the people give assistance to each other. Regarding the
notion that workload can impact stress and an sources of social support in the workplace, many
employee’s potential in their work. The Job studies have shown that social support in the
Demands-Control model of Karasek (1979) and the workplace usually depends on two dimensions,
JD-R model of Demerouti et al. (2001) demonstrate which are (a) relationships with colleagues and (b)
that workload has positive effects related to strain relationships with supervisors. In recent research,
and job burnout. Consistently, a meta-analysis study social support in the workplace has been shown to be
(Alarcon, 2011) showed that job demands, including able to reduce, prevent, or buffer the negative effects
workload, have positive correlations with job of strain or job burnout (Beltrán, 2009; Halbesleben
burnout in which workload had the strongest & Buckley, 2006; Mayo et al., 2012; Sloan et al.,
correlation with emotional exhaustion, followed by 2013). For example, Charoensukmongkol et al.
cynicism and inefficacy. (2016) found that colleagues’ and supervisors’ social
support is negatively associated with all three
Hypothesis 1: Workload is positively related to dimensions of job burnout.
the (a) exhaustion, (b) cynicism and (c) inefficacy As a personal resource, coping is a cognitive
dimensions of job burnout. and behavioral process that individuals use to
manage the demands encountered (Lazarus &
Social Support in the Workplace as a Job Folkman, 1984). When these demands are
Resource and Problem-focused Coping Strategy cognitively appraised to be greater than the available
as a Personal Resource resources, individuals may use problem-focused and
In contrast to job demands, job resources are emotional-focused coping strategies to handle the
related to job burnout to a lesser extent in comparison situation. Comparing the two coping strategies, the
(Demerouti et al., 2001). This may be explained by problem-focused strategy has been found to be a
the fact that job resources follow a motivational more effective behavioral response when dealing
pathway. They thus act as a buffer of the with stressful situations (Ogoma, 2020). Problem-
relationships between job demands and job burnout focused coping strategy is considered as a personal
(Bakker & de Vries, 2020). In other words, job resource that includes the actions or thoughts to
resources can potentially alleviate the impact that job manage or overcome stressful situations by focusing
demands such as workload have on job burnout. on the problems and planning to solve the problems,
Previous studies have shown that there are while other coping strategies cause negative impacts
numerous resources associated with job burnout. on job performance (Frydenberg, 1997; Lazarus &
These resources can be classified into job resources Folkman, 1984; Lee & Lee, 2001). The two
and personal resources. Job or organizational behaviors that define problem-focused coping
resources are job characteristics that motivate and strategy often include (a) planning and (b) active
help support individuals to achieve work goals. coping (Baumstarck et al., 2017).
Among these job resources, support has a strong Problem-focused coping strategy plays an
correlation with job burnout (Alarcon, 2011). The essential role in the relationship between stress and
second type of resources, personal resources, are

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Sudathip Woranetipo and Jennifer Chavanovanich

psychological outcomes. For example, an personal accomplishment dimension of job burnout.

intervention aiming to enhance the use of problem- Nonetheless, the interaction between job resources
focused coping strategy among caregivers was found and personal resources was not examined in this
to be effective in reducing burdens (Ghane et al., study.
2016). It is expected that an employee’s behavioral Since social support in the workplace and
response that focuses on a problem would be a problem-focused coping strategy act as resources
personal resource that diminishes the effect of the that employees can utilize, the interaction between
stressful demands of the workload on job burnout. these two resources should change how workload
Therefore, a moderation effect of the use of problem- affects job burnout. According to the study of Van
focused coping strategy is proposed. den Brande et al. (2016), individuals with problem-
focused coping strategy would have adaptability in
Hypothesis 2: Social support in the workplace various situations that is better. Moreover, combined
moderates relationships between workload and (a) with social support in the workplace, problem-
exhaustion, (b) cynicism, and (c) inefficacy of job focused coping strategy may be more effective in
burnout in which social support in the workplace buffering the relationship between workload and job
buffers the positive relationships burnout. Particularly, desirable outcomes such as a
low level of job burnout may result from an
Hypothesis 3: Problem-focused coping strategy interaction of a high level of social support in the
moderates relationships between workload and (a) workplace and a strong problem-focused coping
exhaustion, (b) cynicism, and (c) inefficacy of job strategy. Therefore, a three-way interaction between
burnout in which problem-focused coping strategy workload (job demand) and an interaction between
buffers the positive relationships. social support in the workplace (a job resource) and
the coping strategy (a personal resource) is proposed.
The Interaction of Social Support in the
Workplace and Problem-focused Coping
Hypothesis 4: A three-way interaction between
Strategy on the Relationship Between Workload
workload, social support in the workplace, and
and Job Burnout
problem-focused coping will predict job burnout
Despite a large number of studies examining
outcomes, such that the positive relationship
job resources and job burnout, most research has
between workload and job burnout will be weaker
examined only one type of job resources. An
when high social support in the workplace coping is
example of the studies that examine both resources
combined with high (vs. low) problem-focused.
is the study of Devereux et al. (2009), which tested
the mediating and moderating effects of social
The figure 1 shows the conceptual framework
support and coping strategy on job burnout. It was
of this study.
found that work demands interact with staff support
and this interaction has an effect on the sense of

Figure 1

Conceptual Framework of the Study

Social support in the workplace x Problem-focused coping strategy

Workload Job burnout

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 Three-way interaction effect on Job Burnout

Method “daily”) to assess the frequency with which

Participants and Procedure participants experienced each item within a year.
Data were collected from civil servants Example items include “I feel fatigued when I get up
working in the public sector with the least number in the morning and have to face another day on the
of civil servants being at the top in Thailand job”, “I've become more callous toward people since
between May and August 2020. The minimum I took this job”, and “I have accomplished many
sample size was 98 (calculated by G*power (Faul worthwhile things in this job” for exhaustion,
et al., 2009) based on the effect size of the study cynicism and inefficacy, respectively. Cronbach’s
of Mauno et al. (2019), which had the same alpha coefficients were 0.94 for exhaustion, 0.89 for
variables. The data consisted of 260 civil servants cynicism, and 0.90 for inefficacy.
(84.14% completion rate) who completed an
online survey posted on an organization’s website Workload
portal. Participants completed the survey at their Workload was assessed using the 18 items of
convenience, and their participation was provided the Questionnaire for the Experience and Evaluation
on a voluntarily basis. Confidentiality and of Work (QEEW) (Van Veldhoven & Meijman,
anonymity were ensured. An inclusion criterion 1994), which was developed based on the JD-R
was utilized to select the participants, which was model. The 18-item measure consists of 11 items
civil servants who have been working for at least assessing the pace and amount of work and 7 items
one year, as the study of Dimunová and Nagyová assessing the mental load of workload on a 4-point
(2012) showed that employees with more than one Likert scale (ranging from 1 = “always” to 4 =
year of working experience have significantly “never”). An example item is “Do you have to work
higher rates of job burnout. The mean age for the extra hard in order to complete something?”
sample was 36.17 (SD = 8.15) years, the average Responses were averaged to form an overall
tenure was 9.54 (SD = 8.43) years, and 56.03% workplace measure. Cronbach’s alpha coefficient
were female. The study was approved by the was 0.85.
Research Ethics Review Committee for Research
Involving Human Subjects, Chulalongkorn Social Support in the Workplace
University (ERC 059.1/63). Social support in the workplace was
measured with 18 items of the QEEW (Van
Measures Veldhoven & Meijman, 1994) assessing
The questionnaire was presented in the Thai relationships with colleagues (9 items) and
language and consisted of demographic questions relationships with the supervisor (9 items). The
and four measures. The measures were translated items were measured on a 4-point Likert scale
into Thai with the permission of the authors. To (ranging from 1 = “always” to 4 = “never”).
ensure the equivalence of meaning in both the Example items are “Can you count on your
English and Thai versions of the measures, the colleagues when you encounter difficulties in your
back-translation method (Brislin, 1980) was used. work?” and “Have there been any unpleasant
Specifically, the English versions of the measures occurrences between you and your supervisor?”
were first translated into Thai by the first Responses were averaged to form an overall
translator. The Thai versions were then translated measure of social support in the workplace.
back into English by the second translator. The Cronbach’s alpha coefficient was 0.88.
translators were proficient in both languages. The
original English versions and translated English Problem-focused Coping Strategy
versions were then compared for equivalency. Problem-focused coping strategy was
measured with the 4-item Brief COPE scale (Carver,
Job Burnout 1997). A 4-point Likert scale (ranging from 1 = “I
Job burnout was measured with the 16-item haven’t been doing this at all” to 4 = “I’ve been doing
Maslach Burnout Inventory – General Scale this a lot”) was used to assess the extent to which
(MBI-GS) assessing exhaustion, cynicism, and they behave when encountering problems. An
inefficacy as a multidimensional construct example item was “I’ve been taking action to try to
(Maslach et al., 1997). This measure uses a 7-point make the situation better.” Cronbach’s alpha
Likert scale (ranging from 0 = “never” to 6 = coefficient was 0.86.

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Sudathip Woranetipo and Jennifer Chavanovanich

Control Variables The descriptive statistics among variables are

This study included five control variables, reported in Table 1. The results of the correlation
which were (1) age, (2) rank, (3) length of time in the testing show significantly negative correlations
organization, (4) hours of work per week and (5) job among social support in the workplace and problem-
satisfaction. Job satisfaction was measured with the focused coping strategy and all three dimensions of
item “Rate the satisfaction level of your job.” The job burnout (r ranged between -.16 and .49).
first four demographic variables have been found to Significantly positive correlations were found
be predictors of job burnout (Ahola et al., 2008; between workload and only two dimensions
Keeton et al., 2007; Lasalvia et al., 2009; Novais et (emotional exhaustion and cynicism) of job burnout,
al., 2016; Śliwiński et al., 2014). For example, but not between workload and the inefficacy
employees who work long hours per week are more dimension of job burnout. In addition, the control
likely to experience a higher level of job burnout. Job variables were significantly correlated with the
satisfaction was also controlled because meta- outcome variables and were thus controlled in the
analytic findings showed that job satisfaction is an subsequent analyses.
attitude that has the strongest correlation with the Next, to test the hypotheses, the results of the
three dimensions of job burnout (ρ = -.39, - .51) three regression analyses are summarized in Table 2.
(Alarcon, 2011). First, H1 hypothesized that workload is positively
related direct to job burnout. Over and above the
Data Analysis. controlling variables, workload was significantly and
Statistical analyses were performed using positively related direct to exhaustion (β =.33, t =
the SPSS software version 23. A hierarchical 6.73, p < .00) and cynicism (β =.21, t = 4.17, p < .00)
multiple regression analysis was used to test the of job burnout. Thus, H1 was partially supported.
four hypotheses separately on the three The next two hypotheses postulated
dimensions of job burnout. For each of the three moderating effects. H2 predicted social support in the
analyses, the control variables were entered in workplace as a moderator of the relationship
Step 1, and then the main effects were entered in between workload and job burnout. As shown in
Step 2. The interaction terms testing the two Step 3 (Table 2), none of the interaction terms were
moderators (i.e., social support in the workplace significant, and H2 was rejected. Then, H3 predicted
and problem-focused coping strategy) were problem-focused coping strategy as the moderator of
entered in Step 3, and the three-way interaction the relationship between workload and job burnout.
term was entered in Step 4. All of the interaction Table 2 shows the relevant results in which the
terms were mean-centered (Aiken et al., 1991). To unstandardized beta coefficients report that there are
test for significant interaction terms, Dawson and statistically significant differences in the moderate
Richter (2006) simple slope test and test for slope relationship between workload and cynicism of job
differences were used. burnout (β = -.17, t = -3.37, p < .01). Figure 2
presents the simple slope plot of the significant
Results moderating effect of problem-focused coping
First, in order to evaluate construct validity of strategy on cynicism.
the four measures, a confirmatory factor analysis was The final hypothesis tested the three-way
performed using the AMOS software version 22. interactions. H4 hypothesized the three-way
Following Tabachnick and Fidell’s (2001) interactions between social support in the workplace,
recommendation, items with a factor loading less problem-focused coping strategy and workload on
than .40 were deleted. Thus, six items of workload job burnout. The results of Step 4 (Table 2) showed
were deleted, resulting in a total of six items a significant three-way interaction only on
measuring workload. Factor loadings of the exhaustion (β = -.15, t = -2.49, p < .05) of job
remaining items were between .43 and .84. Four burnout, but not on cynicism and inefficacy of job
items measuring social support in workplace were burnout. To examine the direction of this significant
deleted. The remaining 14 items had factor loadings interaction, the simple slope tests found three simple
between .40 and .87. Items of job burnout and slopes significantly different from zero. Specifically,
problem-focused coping strategy measures had the relationship between workload and the
factor loadings between .66 and .90 and between .70 exhaustion dimension of job burnout was
and .88, respectively. significantly positive when social support in the

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 Three-way interaction effect on Job Burnout

Table 1

Correlations Between all Independent and Dependent Variables in the Analysis

Age Rank Tenure Period Job Sat WL SS PF BO_Ex BO_Cy BO_In

Age -

Rank .68** -

Tenure .87** .69** -

Period .02 .12 .03 -

Job Sat .07 -.00 .07 -.02 -

WL -.07 -.07 -.08 .27** -.12 -

SS .14* .17** .14* -.10 .39** -.26** -

PF .07 .22** .10 .20** .09 .06 .24** -

BO_Ex -.20** -.12 -.19** .10 -.56** .42** -.43** -.16* -

BO_Cy -.19** -.13* -.18** -.06 -.62** .27** -.42** -.19** .76** -

BO_In -.21** -.21** -.21** -.14* -.29** .01 -.41** -.49** .28** .26** -

M 36.17 -.49 9.54 44.70 3.34 2.96 3.17 3.17 3.25 2.82 2.89

SD 8.15 .87 8.43 7.86 .76 0.34 0.41 0.52 1.53 1.45 1.18

Bartlett's test of sphericity valued χ2 = 1228.04, df = 55, N = 260, p = .000, KMO = .73

Note. *p < .05, **p < .01, Age = age, Rank = rank, Tenure = tenure, Period = hours of work per week, Job Sat = job satisfaction, WL
= workload, SS = social support in the workplace, PF = problem-focused coping strategy, BO_Ex = exhaustion of job burnout, BO_Cy
= cynicism of job burnout, BO_In = inefficacy of job burnout.

workplace was high and problem-focused coping social support in the workplace and low problem-
strategy was low (simple slope = 2.01, t = 5.10, p < focused coping strategy (slope difference = -1.40, t =
.00), when social support in the workplace was low -2.63, p < .01) and the slope of low social support in
and problem-focused coping strategy was high the workplace and high problem-focused coping
(simple slope = 1.72, t = 3.99, p < .00), and when strategy (slope difference = -1.11, t = -2.12, p < .05).
social support in the workplace and problem-focused Taken together, H4 was partially supported.
coping strategy were both low (simple slope = 1.55,
t = 4.77, p < .00). However, the relationship was not Discussion
significantly different from zero when social support The main purpose of this study was to
in the workplace and problem-focused coping investigate the relationship between workload and
strategy were both high (simple slope = .61, t = 1.63, job burnout while having social support in the
p = .10). workplace and problem-focused coping strategy as
In addition, the slope difference test was moderators among Thai civil servants. As a result,
performed. Figure 3 presents the simple slope plot of workload was found to positively related direct to the
the significant three-way interaction. It was found two dimensions of job burnout, namely (a)
that the slope of high social support in the workplace exhaustion and (b) cynicism but had no relationship
and high problem-focused coping strategy was
significantly different only from the slope of high

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Sudathip Woranetipo and Jennifer Chavanovanich

Table 2

Three-Way Interactions Model Testing Relationships Among Workload, Social Support in the Workplace, and
Problem-Focused Coping Strategy on Job Burnout
Exhaustion Cynicism Inefficacy
Variables B(SE) β B(SE) β B(SE) β

Model 1 Model 2 Model 3

Step 1
Rank -0.03(.13) -.02 -0.06(.12) -.04 -0.10(.12) -.08
Age -0.02(.02) -.10 -0.01(.02) -.06 0.01(.02) .03
Length -0.01(.02) -.06 -0.01(.02) -.07 -0.03(.02) -.20
Period 0.02(.01) .09 -0.01(.01) -.07 -0.02(.01) -.12*
Job Sat -1.08(.11) -.53*** -1.15(.10) -.60*** -0.42(.09) -.27***
R2 .33 .40 .15
F 24.48*** 32.48*** 8.86***

Step 2
WL 1.48(.22) .33*** 0.87(.21) .21*** -0.15(.18) -.04
SS -0.51(.20) -.14* -0.53(.19) -.15** -0.74(.17) -.26***
PF -0.32(.15) -.11* -0.26(.14) -.10 -0.88(.12) -.39***
ΔR2 .15 .08 .23
ΔF 22.94*** 12.58*** 30.85***

Step 3
WL x SS -0.38(.44) -.04 -0.01(.41) .00 -0.49(.37) -.07
WL x PF -0.58(.39) -.08 -1.21(.36) -.17** 0.27(.32) .05
SS x PF -0.46(.29) -.08 -0.68(.27) -.12* 0.31(.24) .07
ΔR2 .01 .03 .01
ΔF 1.64 4.85** 1.15

Step 4
WL x SS x PF -1.82(.73) -.15* 0.06(.69) .01 -0.33(.62) -.04
ΔR2 .01 .00 .00
ΔF 6.18* .01 .27

Notes. *p < .05, **p < .01, ***p < .001; Rank = rank, Age = age, Length = length of time in the organization, Period = hours of working
per week, Job Sat = job satisfaction, WL = workload, SS = social support in the workplace, PF = problem-focused coping strategy.

66 | TJBS 2021, 16(1): 58-72

 Three-way interaction effect on Job Burnout

Figure 2

Problem-Focused Coping Strategy Moderate Relationships Between Workload and Cynicism of Job Burnout

with the other dimension, inefficacy. However, prior workload and (a) exhaustion, (b) cynicism, and (c)
studies that apply the JD-R model to examine job inefficacy of job burnout. It was found that there is
burnout have primarily focused on an interaction no statistically significant moderating effect of social
between a job demand and a particular job resource support in the workplace on the relationships
(e.g. Van Woerkom et al., 2016). This study between workload and (a) exhaustion, (b) cynicism,
provided an empirical evidence of the buffering and (c) inefficacy of job burnout. This is in contrast
benefits of personal resources in addition to job with previous studies that have found that the high
resources (Xanthopoulou et al., 2007). Without level of workload could be reduced by effective
taking workload into account, individuals with a high social support in the workplace by valuing and
level of social support in the workplace and problem- evaluating employees’ personal accomplishments
focused coping strategy are likely to show lower (Himle et al., 1991; Janssen et al., 2004; Khan et al.,
levels of job burnout. However, the effects of social 2019; Lee & Ashforth, 1996; Xanthopoulou et al.,
support and problem-focused coping strategy 2007). A non-significant result of social support in
combined together could buffer the relationship the workplace in this particular study may be
between workload and the emotional exhaustion of explained by the unique work environments during
job burnout more effectively. the COVID-19 when the data were collected.
According to our first hypothesis, the results of Employees may not expect a high level of social
this study demonstrate a positive significant support in the workplace as they work from home
relationship between workload and job burnout. This and work tasks may have been accomplished in a
can explain that the level of an individual's amount more independent manner. In addition, not only
of work and mental load is likely to result in an social support in the workplace could buffer the
increased job burnout, especially regarding the (a) relationship between workload and job burnout
exhaustion and (b) cynicism dimensions. As but job burnout could also have an effect on social
previous studies have found, a high level of support in the workplace. Individuals who
workload demands such as multitasking and time experience job burnout can have negative feelings
pressure can affect job burnout levels (Akca & that have an impact on interactions with their
Küçükoğlu, 2020; Watson et al., 2019; supervisors or colleagues, which weakens the
Xanthopoulou et al., 2007). relationships of social support in the workplace
The second and third hypotheses were (Hombrados-Mendieta & Cosano-Rivas, 2013).
investigated through the moderating effect of social On the other hand, regarding problem-focused
support in the workplace and problem-focused coping strategy, there was a statistically significant
coping strategy on the relationships between moderating effect of problem-focused coping

TJBS 2021, 16(1): 58-72 | 67

Sudathip Woranetipo and Jennifer Chavanovanich

Figure 3

Three-Way Interactions Plot of Workload, Social Support in the Workplace, and Problem-Focused Coping
Strategy on the Emotional Exhaustion Dimension of Job Burnout

strategy on the relationship between workload and each of the resources exist alone, it may not be
the cynicism of job burnout. Cynicism, one of the sufficient in some conditions or environments to
dimensions of job burnout, is a negative feeling or prevent employees who have a large amount of
attitude or a withdrawal from others. These results work and mental load to experience burnout,
are in agreement with those of Yip et al. (2008) and especially the emotional exhaustion component
Siu et al. (2006), who found that problem-focused of job burnout. The findings of this study have
coping strategy had a beneficial role in well-being demonstrated that incorporating both social
and reduced strain in the workplace. support in the workplace and problem-focused
With regard to the final hypothesis that tested coping strategy could possibly be more effective
the three-way interaction, the study expected that in reducing the relationship between workload
social support in the workplace, problem-focused and job burnout as shown in Figure 2. The results
coping strategy, and workload have a three-way establish that enhancing social support in the
interactions effect on (a) exhaustion, (b) cynicism, workplace and problem-focused coping strategy,
and (c) inefficacy of job burnout. More specifically, which is the aim of cognitive-behavioral
social support in the workplace as a job resource and interventions (Bakker & de Vries, 2020), could
problem-focused coping strategy as a personal help the human resources in the government
resource could buffer particular job demands (e.g., sector become more aware of the factors that
workload). The results demonstrate that the cause job burnout in civil servants and prevent
hypothesis was supported and are incongruent with them from occurring.
previous studies that show that social support in the
workplace as a job resource and problem-focused Conclusion
coping strategy as a personal resource each have a The results of this study report the essential
significant relationship with job burnout (Bermejo- roles of social support in the workplace and
Toro et al., 2016). problem-focused coping strategy as moderators of
Generally, social support in the workplace the relationship between workload and job burnout.
and problem-focused coping strategy are known It has been shown that the empowerment of social
as the resources that can support well-being in support in the workplace as a job resource and
stressful work-related situations. However, when problem-focused coping strategy as a personal

68 | TJBS 2021, 16(1): 58-72

 Three-way interaction effect on Job Burnout

resource may offer greater protection from the Bakker, A. B., & de Vries, J. D. (2020). Job
impacts of workload on job burnout. In conclusion, Demands–Resources theory and self-
the findings of this study indicate that personal regulation: new explanations and remedies for
resources (e.g., problem-focused coping strategy) job burnout. Anxiety, Stress, & Coping, 1-21.
perform an essential role in the JD-R model. https://doi.org/10.1080/10615806.202
However, the present study has limitations 0.1797695
resulting from the Coronavirus pandemic (COVID- Bakker, A. B., & Demerouti, E. (2017). Job
19) that may have affected the workplace’s Demands-Resources Theory: Taking stock and
environment of participation and caused the sample looking forward. Journal of Occupational
size of this study to be small. Additionally, all the Health Psychology, 22(3), 273-285.
measures used in this study were exclusively based https://doi.org/10.1037/ocp0000056
on self-reporting in which the participants could be Bakker, A. B., Demerouti, E., & Euwema, M. C.
biased and responded in a socially desirable way. (2005). Job resources buffer the impact of job
The recommendation for further study is to collect demands on burnout. Journal of Occupational
data in multiple settings in both the public and Health Psychology, 10(2), 170-180.
private sectors in order to compare the https://doi.org/10.1037/1076-8998.10.2.170
generalizability of the findings. In addition, a Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. I.
longitudinal design is needed to demonstrate a (2014). Burnout and Work Engagement: The
causality that job demands and resources could have JD–R Approach. Annual Review of
on job burnout. Organizational Psychology and
Organizational Behavior, 1(1), 389-411.
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