Quantitative Versus Emotional Demands Among Swedish Human Service Employees: Moderating Effects of Job Control and Social Support

The purpose of the current study was to conduct a longitudinal test of the moderating effect of both job control and social support on the relation between job demands and burnout in human service work. To adapt the study to human service work, quantitative as well as emotional demands were examined. A longitudinal survey with a 1-year time interval yielded a panel group encompassing 2,255 employees from the Social Insurance Organization in Sweden. Hierarchical regression analyses were used, controlling for demographic variables and the related dependent variable at Time 1. The analyses were conducted for quantitative and emotional demands separately and revealed main effects. Slightly more main effects were found for emotional demands. In addition, 1 interaction effect was found between emotional demands and job control with regard to emotional exhaustion. In conclusion, the present study shows that emotional demands are as important as, and sometimes more important than, quantitative demands in human service work. Some practical implications and suggestions regarding future research are proposed.