COPING WITH COMPETING DEMANDS - INTERRUPTION AND THE TYPE-A PATTERN
COPING WITH COMPETING DEMANDS - INTERRUPTION AND THE TYPE-A PATTERN
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DOI：
10.1037/0021-9010.73.4.621
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发表时间：
1988-11-01
影响因子：
9.9
通讯作者：
KIRMEYER, SL
中科院分区：
文献类型：
--
作者：
KIRMEYER, SL
本研究探讨干扰与A型行为对警调人员超负荷工作的影响。所有的调度员（N= 72）进行了观察，在整个一个工作班次，约一半的样本进行了观察，为两个额外的班次。对于每一项工作活动，观察者记录它是否在下一项活动开始之前完成（顺序处理），未完成以便调度员可以完全关注新的需求（抢占），或者处理但最终未完成，而调度员同时关注一个或多个新需求（连续性）。分析显示，受试者谁更经常有他们的活动抢占或谁处理的需求，同时评价他们的工作更超载，并采取更多的应对行动。客观工作量对评估的影响是间接的，通过中断来介导。无论中断的水平，A型的主题被证明有较低的阈值评估的要求，超载和采取应对行动比B型的主题。这些研究结果表明，中断作为人类服务专业人员的工作压力的一个关键因素，也表明了测量客观的工作要求在研究这种现象的重要性。
Interruption and Type A behavior as causes of overload in police radio dispatchers were examined in this observational study. All of the dispatchers (N= 72) were observed throughout one work shift, and about one half of the sample were observed for two additional shifts. For each work activity, observers recorded whether it was finished before the next activity was begun (sequential processing), left unfinished so that the dispatcher could attend fully to a new demand (preemption), or processed but ultimately left unfinished while the dispatcher simultaneously attended to one or more new demands (simultaneity). Analysis revealed that subjects who more often had their activities preempted or who handled demands simultaneously appraised their work as more overloading and took more coping actions. The effect of objective work volume on appraisal was indirect, mediated by interruption. Regardless of the level of interruption, Type A subjects proved to have lower thresholds for appraising demands as overloading and taking coping actions than did Type B subjects. These findings implicate interruption as a critical factor in job stress among human service professionals and also demonstrate the importance of measuring objective work demands in studies of this phenomenon.