Group ID: F117

Research Project (Moderating Effect of Perceived Organizational Support between Job Stress and Burnout)

Submitted By
SADIA TARIQ DANISH ALI WAQAS HAFEEZ ABID NADEEM L1S08MBBF2031 L1S08MBBF2013 L1S08MBBF0015 L1S08MBBF2039

Faculty of Management Studies University of Central Punjab Lahore, Pakistan Fall 2010
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Statement of Originality

This project is submitted in partial fulfilment of the requirements for the degree of MBA (banking and finance) we, the undersigned, declare that this project report is our own original work. Where we have taken ideas and or wording from another source, this is explicitly referenced in the text.

Signed
SADIA TARIQ L1S08MBBF2031 ==============

DANISH ALI

L1S08MBBF2013

==============

WAQAS HAFEEZ

L1S08MBBF0015

==============

ABID NADEEM

L1S08MBBF2039

==============

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Certificate of Approval
(Moderating Effect of Perceived Organizational Support between Job
Stress and Burnout)

Fall 2010
It is certified that the work contained in this Research Project has been carried out by
SADIA TARIQ DANISH ALI WAQAS HAFEEZ ABID NADEEM L1S08MBBF2031 L1S08MBBF2013 L1S08MBBF0015 L1S08MBBF2039

And is approved for submission as the partial fulfillment for the Degree of MBA Program.

_____________________________ Research Project Supervisor

______________________________ Research Project Cell 3|P a ge

Abstract
The present project report with findings represents the positive effects of perceived organizational support between job stressors and burnout. Banking sector is the most important part of the nation s financial services industry. This research paper is based on stress in banking industry of Pakistan. In our research we want to analyze the level of occupational stress among the bank employees. Pakistan s banking sector is growing day by day. The extensive literature signifies the stress and related problems in bank employees. The impact of stressors and burnout outcomes has been discussed and analyzed. This study examined the job stress and professional burnout in different banks of Lahore. Objective of this research is to see the impact of Perceived Organizational Support (POS) on the factors of job stress and burnout for this a total of 302 bank employees from public, private, conventional and Islamic banks participated in the survey. A self-reported questionnaire was administered to bank employees for the purpose of collecting data. Data analysis was done through descriptive statistics, correlation and regression statistical tools.

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Table of Contents
Acknowledgement ........................................................................................................................... 7 Introduction: ..................................................................................................................................... 8 Industry for Research: .................................................................................................................. 14 Scope of the study: ......................................................................................................................... 14 Research Objectives: ..................................................................................................................... 15 Literature Review: ......................................................................................................................... 16 Research Model: ............................................................................................................................. 24 Research Variables ........................................................................................................................ 25 Hypothesis: ...................................................................................................................................... 25 Methodology:................................................................................................................................... 26 Population: ................................................................................................................................... 26 Sampling: ...................................................................................................................................... 26 Tools: ............................................................................................................................................. 26 Steps Involved:................................................................................................................................ 27 Reliability Data: .............................................................................................................................. 28 Scale: Responsibility Pressure ............................................................................................... 28 Scale: Quality Concerns ............................................................................................................ 28 Scale: Role Conflict ..................................................................................................................... 28 Scale: Job Conflict ....................................................................................................................... 29 Scale: Workload .......................................................................................................................... 29 Scale: Time Stress....................................................................................................................... 29 Scale: Anxiety .............................................................................................................................. 30 Scale: perceived organizational support ............................................................................. 30 Scale: Burnout ............................................................................................................................. 30
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Regression Data:............................................................................................................................. 31 Moderation Analysis ..................................................................................................................... 32 Correlation Data ............................................................................................................................. 33 Data Analysis:.................................................................................................................................. 34 Findings: ........................................................................................................................................... 35 Causal Assumptions: ..................................................................................................................... 36 Timing of Measurement: .............................................................................................................. 36 Moderator and Causal Variable Relationship: ....................................................................... 36 Discussion: ....................................................................................................................................... 37 LIMITATIONS ................................................................................................................................... 37 Managerial Implications: ............................................................................................................. 38 References: ...................................................................................................................................... 39

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Acknowledgement

First of all, we would like to thank Allah, for giving us the courage to complete this final research project. We should not forget our parents and our families by providing us their supportive advice which is very much needed for us for completing this project. Moreover internet, news papers, computer, books and all other source materials encouraged and supported us so much in completing this task. Then we would like to thank our respected teacher Prof. Farooq Hussain who guided us so very well throughout this whole task. Whenever we want his guidance he taught us very patiently and let us knew what to do. We had some difficulties while doing this project, but he tried and tried their level best to teach us and let us understand what we supposed to do in that situation. We would also like to acknowledge and gratitude those persons without their support we would not able to complete this project. For this we would like to pay our sincerest gratitude to Sir Saqib Ilyas who has supported us though out our research with his patience and knowledge whilst allowing us the room to work in or own way. Last but not least, our friends who were doing this project with us and sharing their ideas. They really help us a lot in gathering information from different sources.

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Introduction:
Banking sector is the most important part of the nation s financial services industry. This research paper is based on stress in banks of Lahore. In our project we want to analyze the level of occupational stress among the bank employees. Pakistan s banking sector is growing day by day. The extensive literature signifies the stress and related problems in bank employees. This research paper will bring out the remedies and suggestion to reduce such problems for banking industry.

The purpose of this study is to examine stress in banking employees of Pakistan(Lahore). There are a lot of stress factors in banking sector some of them are Work overload, Work ambiguity, Family conflicts, Different educational levels of employees, Discrimination, Favoritism, Delegation, Conflicting tasks, Lack of Supervisory Support, Lack of Group Cohesiveness. The present project report represents the positive effects of perceived organizational support between job stressors and burnout. Workplace stress is mostly unavoidable. Stress can be caused by anyone. It may be by the boss or by the employee or by due to different conditions in the organization as well. Some stress may be helpful for the health of an employer or employee but too much can be very bad. It can cause many health diseases and can be detrimental. Today the increasing job demands are creating job stress among employees. We focused on the banking sector because a bank job demands a lot from their employees and employees have to give extra attention and time to their jobs even after their working day ends. The purpose of our research is to measure the job stress among bank employees. We begin with an outline of Job stress as a social problem followed by a discussion of the main perspective of Job stress. Job stress is a major concern, not only for employees but
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also for the organization and society as well. Stress is a condition or feeling that arises when we react to a particular situation or event. It could be anything that poses a threat or challenge to our well-being. Stress is the body s reaction of rising to a particular challenge or to meet a tough condition with power, strength, focus mind, stamina and alertness. A stressful condition for one person may be relief for the others. It all depends upon the personality and how well he tackles the situation of pressure. Too much pressure without having a single chance to recover is the main cause of stress. Stress at work in an organization is very important part in quality of work in an organization. In organizations stress is considered to be the most important phenomenon associated with several symptoms like psychological, physiological and behavioral. Work related stress is something a new phenomenon of the modern life. The world s nature is changing dramatically over the last few years and these changes cause a lot of stress in almost all professions starting from the manager to the artist, or from the surgeon to the sales executive. These stress factors poses a threat to a person s health which in turn leads to affect the health of an organization as well. Work stress is recognized as a great challenge for worker s health and the healthiness of the organizations. Job stress is a recurring disease that negatively results in affecting the individual s performance and affects his mind and body as well. It is a stress that is in from the response of the demand and pressure on people when they don t match it with their ability and according to their knowledge. The managers who engaged in stress are surely less safe at work, they are poorly motivated, less productive and they are unhealthy. Workers who are stressed are more likely to be poorly motivated, unhealthy, less safe at work and less productive. Stress creates a lot of pressure on the individual both at work or at home, so it creates a lot of hurdles both for the individual as well as the organization. Organizations whose employee faces stress cannot be successful in competitive market. A good management system can easily resolve these problems.

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Managers cannot prevail their workers from stress outside the work but on the other side they can protect their workers from the stress arises from the work by simply helping out them. And in our research this is our focus that perceived organizational support can reduce job stress which in turn leads to burnout. Perceived organization support has positive effect on job stress therefore it is taken as Moderating Variable between job stress and burnout. Job Stress (independent variable) when becomes a prolong depression it turns into Burnout (dependent variable). Stress is realizes when a person feels a pressure on him and he can t handle that situation. If these conditions continue for a long period of time it will convert into health problems like mental, behavioral and physical. (Health & Saftey Execuive). The relationship between work and mental and physical health contribute to career adjustment as well as to the productivity and economic survival of companies. People are increasingly and dramatically exposed from the negative and positive aspects of the employment. Interaction between the individuals and any kind of source of demand within their environment leads to stress . Stress is a condition which happens when one realizes the pressures on him, or the requirements of a situation, are wider than their recognition that they can handle. And if these requirements are large and prolong for some time without any interval then this will leads to health problems like mental, behavioral and physical problems. (Health & Saftey Execuive). Stress comes as an emerging problem in organizations over the last century. It is a disease that continuous for a longer period of time and makes the person free from the resources, opportunities or demands to which he wishes to do something or to take part in these activities. (Selye, 1936).

The stress is the force, pressure, or tension subjected upon an individual who resists these forces and attempt to uphold its true state. Work related stress affects the employee to a

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certain level until he recovers from it or cope up with it. But when he fails to recover then will leads a negative impact on him or on his health.

If a person is suffering from stress then he will face many disorders of the body just because of the constant anxiety and worrying and he doesn t care about his diet and not concentrate properly on his exercise which results in health problem for him. He is not reacting properly according to the situation due to mental disturbance. Stress will aggravate any chronic disease like allergy and skin disease.

An ongoing prolong job stress among individuals is burnout. A classic example of burnout is that when an individual is under a great deal of stress then he fails to take clear cut decision and fails to reassess and reevaluate the priorities of his life and then ultimately fall in the unproductive distractions. Burnouts are found in everywhere starting from common men to glamour personalities. They are often engaged in risk-taking and reckless behavior. A prolong stress leads to burnout and burnout has three different dimensions which are emotional exhaustion, depersonalization and personal accomplishment. These three dimensions of burnout are available almost everywhere and a lot of research is going on these in many countries. Maslach done a research on burnout and he concludes the result that individual stress experience with in a larger organizational and social context of person s response to their work. During his research he finds that the part which should need special attention is the interpersonal dynamics between the worker and the coworkers in that workplace and effective intervention have yet to be evaluated and developed.(Maslach) In a life of a worker their arise a time when he doesn t like to continue the same work even he himself choose this job that suits his nature and he will experiencing burnout. At this time if a choice is given to him to choose to become sick and stay at home lying on the bed and to continue to do the same work then he actually chooses to become sick and not to do this boring job by just facing the anger of their bosses.

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Job burnout is a condition that involves three dimensions which are:  Emotional exhaustion  Depersonalization  personal accomplishment These three dimensions are called clusters of symptoms as well. Emotional exhaustion is something feeling drained of all energy or all used up. When workers begin to experience emotional exhaustion they may try to reduce the stress of working with other people by detaching from them. This separation can be explained through a neutral behavior. Adverse and critical act upon one another might be experienced by burned out people. Burned out person also view others as objects or numbers. Another common response to job burnout is for the victim person to try to reduce his or her workload by avoiding work, absenteeism, not doing certain tasks that are experienced as more stressful and spending more time doing other tasks that are considered less stressful. That types of responses often results in a decline in job performance (work quality and work quantity can suffer). Worker experiencing job burnout then feels guilty for the poor work performance. Perceived organizational support (POS) is something that employees perception of the organizational commitment to them. It is the employees general belief that how well the organization respond to their work and their contribution towards the organization wellbeing. It reflects a strong impact on role-conflict and role ambiguity.

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Individual can work more hard and pay back better if the organization positively responds to their work. It s a commitment concept, raising the question of whether employer commitment, or POS, Using a social exchange framework. Employees, who perceived a high level of organizational support, more likely to feel an obligation to repay the organization in terms of affective commitment, (Kahn, 1964) In our study moderator is Perceived Organizational Support. Employees' sense of understanding the commitment of their organization to them is said to be as perceived organizational support (POS). Job Stress (independent variable) when becomes a prolong depression it turns into Burnout (dependent variable). It s a commitment concept, raising the question of whether employer commitment, or POS, Using a social exchange framework. Bankers are experiencing job stress in results of many prior stressors like work overload, Role conflict, job conflict, time stress, quality of work or technological changes. Our study is focusing on stress in employees of banking sector of Pakistan. The banking sector is of no exemption from stress as it is suffering advanced changes that are due to the bank s policy changes, high competition because of new banks entries in the market, or due to downsizing or advanced technology.

Huge changes in technology as well as privatization and globalization policies can results a change in conventional patterns in all sectors. The banking sector is not exempted. Globalization and privatization led policies compelled the banking sector to reform and adjust to have a competitive edge to cope with multinationals led environment.

The upcoming changes in technology and due to the wide use of computers in the banking sector as well, change the working environment and patterns of work within the banks and made downsizing the work force irresistible in the sector. Implications of these changes have effect the social, psychological and economical estates and relationships of the bank employees.

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Industry for Research:

Banking sector is an integral part of the country s financial services industry. This research paper is based on stress in banking industry of Pakistan(Lahore). Pakistan s banking sector is growing day by day. The extensive literature signifies the stress and related problems in bank employees. This research paper will bring out the remedies and suggestion to reduce such problems for banking industry. Our study is focusing on stress in banking employees of Pakistan. Following are major stressors in banking sector; Responsibility pressure Quality concern Role conflict Job Vs Non job conflict Workload Time stress Anxiety

Scope of the study:

The study will determine the various challenges of the increasing job stress those results in burnout. The impact of stressors and burnout outcomes has been discussed and analyzed. This study examined the job stress and professional burnout in the banking sector of Pakistan. A total of 302 bank employees (60.6% male and 39.1% female) from public, private, conventional and Islamic banks participated in the survey.
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A self-reported questionnaire was administered to bank employees for the purpose of collecting data. Data analysis was done through descriptive statistics, correlation and regression statistical tools. The results indicates that workload, long working hours, role conflict, time stress and anxiety are the significant sources of stress in the banking sector.

All stressors (Organization, Job, and Relationship at work, work environment and family work interface) are significantly correlated to all burnouts (Physical, Psychological and Organizational). All these stressors in banking sector of Pakistan predict burnout. One of the major sources that creating stress and leads it to burnout is the changing work pattern in the banks. Unforeseen evidences made the impact of stress on the burnout consistent.

Research Objectives:
Objective of this research is to see the impact of Perceived Organizational Support (POS) on the factors of job stress and burnout. The banking sector is of no exemption from stress as it is suffering advanced changes that are due to the bank s policy changes, high competition because of new banks entries in the market, or due to downsizing or advanced technology. Our objective is to find the level of stress in the employees of banking sector of Pakistan. The present study aims to undertake and address specific problems of bank employees related to occupational stress. This throw light on to the various problems related to occupational stress among bank employees. The study will be useful as a secondary data for further researchers and will help in drawn future policy in banking sector and related fields.

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Literature Review:
According to (Parker & De Cotiis) Job stress is defined as constraints in an individual environment resulted into distraction from psychological or physiological functioning (West man) Job stress is defined as "job stress arises when abilities are less then demands or strains are the resulting outcomes of reactions of job related stress

According to ( Motowidlo, Packard, & Manning,1986,) defines Job stress as a bad and un happy feelings of emotions that arises due to fear, anger , depression, irritation,

annoyance, ,soreness and anxiety

It is an important factor that affects the individual performance at workplace.

It is a feeling in which a person mind fails to work properly due to huge strain creating by the envioronment . This feeling is the perception of an individual about uncertainty at their work place. (Beehr & Newman, 1978).

(Cooper & Marshall, 1976) Ivancevich and Matteson, 1980a, 1980b; and (Schuler, 1980). Job stress increases low productivity, absenteeism, allows frequent job changes and dissatisfaction from their jobs. (Beehr & Newman, 1978; Schuler, 1980).

A combination of nervousness, tension, and strain or simply an emotional experience is stress. Stress becomes an important part of our daily activities. It found everywhere in our community. Researchers found that it is very difficult to enter into the practical world without facing stress. There are a lot of reasons for the increase in the stress but some of

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them are discussed here which are increase in population, growth of industries, daily day to day problems, a lot of pressure in urban areas and different education standards. According to the study of Prof Dileep Kumar in 1975, so much load on the individuals creates a stress among them. If the manager of the company is not able to tackle the pressure and work load on him then he may face several disorders of the body which includes physical and psychological both. A lot of changes in the work environment can also create stress among workers. Great extent of difficulties within the organization is created due to the interpersonal relationships within a department or between the different departments (M, 1975). (Beehr T.A, 1978) Define occupational stress as "A situation created due to the people and their interacting jobs that enforce them to stop doing their routine works (A lacovides, 2003) this research shows that burnout and depression are separate feelings but several qualitative characteristics are shared by them and time to time people started low work satisfaction are from their own works. Escapist drinking and heavy smoking, negative psychological mood and behavioral responses are due to the lack of participation in work activity and these potential sources of stressors are just because of lack of effective consultation and communication, unjustified restrictions on behavior, office politics and no sense of belonging and lack of decision making power. (Caplan, 1975) A situation when a major responsibility is assigned to an individual without assigning him proper authority or delegation of power can be resulted into Interpersonal factors. (Vansell, 1981). Individual, interpersonal and structural variables are directly associated with the job related stress. (Kahn, 1964) Burnout studies found that, exhaustion and work over load factors in various organizations are directly related to burnout and reasons of it reflects in lower productivity, reduced motivation and job skills, and increased accidents and in turns employers faces high cost by loosing employees.
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(SHERRY M. B. THATCHER, 2007) results suggests that restructuring of organization can create a paradox for managers . One of the main goals of restructuring is to place more and more workers in front-line positions for the purpose to work under a great deal of pressure to achieve their organization s goals. But restructuring itself might saps the employee to face stress into higher pressure. Or changes in workplace or shifting an employee in unfamiliar job may reduce employee s commitment strength to their organizations. Such pressures might have negative effects on employee s skills. William takes the sample groups, 1,573 employees in four different organizations, 156 registered nurses, 2o8 employees and 62 supervisors in an eastern telephone company, 2,000 high status members in a large Canadian organization, 199 employees at different organizational levels, 80% having at least a B.A, and 725 persons in 53 focal offices in six industrial locations. According to the research as stress increased, job satisfaction decreased, and heavy workload was the greatest Source of job stress . His study suggested that job-related stress in teachers is related to these four organizational variables: Role Overload, Relationships with Students, Work Load, and Relationships with Colleagues. (Williams, 1985)

(Dawson, 2008) Results suggest that stress at work has a positive and strong relationship with age and has a negative relationship with educational level and negative and weak relationship with culture and last has a positive but weak relationship with the experience. These results suggest that work place stress is also contributed by negatively perceiving an organization s culture. Socio-political economic context of developing countries, as well as workplace cultures and employer expectations, all influenced individual and attitudes towards workplace stress (Dawson, 2008).

(Lee, 1996) Examined the correlation of demand and resource with the behavioral and attitudinal and relate them to each of the 3 dimensions of job burnout for their correlation with job burnout. The demand and resource were strongly related to emotional exhaustion and suggest resource loss might made workers sensitive to their jobs.

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The purpose of the study is to scrutinize the effect of job burnout; the results revealed that high job burnout employees, old employees and unmarried employees are less involved in their jobs then low job burnout employees, younger and married employees. (Habtemariam, 2009) E. R. Green glass and R. J. Burke s paper examines factors that increases burnout in women and men teachers. Results indicated that men are experiencing less depression, headaches, and role conflict than female. Regression coefficient measurements indicates that a specific model of burnout which includes marital satisfaction, role conflict, social support in women and work source of stress shows 47% variation in burnout. However doubts about problems and competenc with students are the main contributor to burnout in male. (Burke, 1988) The researchers observed that employees are focused on the organizational commitment to them if managers are concerned with their employees commitment to the organization. Employees therefore take an active interest in the activities assigned to them on daily basis by their employer. (Jacqueline AM. Coyle-Shapiro, 2004) This study aims to examine the effects of organizational characteristics, task characteristics, and extra-organizational variables, on job satisfaction and burnout. The results suggest that. Single best correlation of job satisfaction is with extra-organizational support and appreciation, while burnout major correlates with management. (Shamir, 1988) This research results elaborate that there is a positive relationship between individual employee sales performance and work strain and a negative relation between employee creativity at work and home strain. (Linn Van Dyne, 2001)

In another study the other refers to stress as Strain is a rough behavioral, psychological, and somatic responses to stressors resulting from prolonged and violent experienced affect reactions and physiological arousal (kahn, 1964).

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Al-Amri selects the target population of all male teachers in government schools in Riyadh city and his results show that the job stress can be reduced if job conditions and its characteristics improved. (Amri, 2004)

Beehr had defined stress as a situation which will force a person to err from their normal functioning due to the change in their psychological and/or physiological condition (J.E, 1978)

Management role of an organization affects the work-related stress among workers. Workers in an organization can face occupational stress that management gives them in the form of role stress. Expectations perceived by individuals that others have of them includes role ambiguity and role conflict. (Alexandros-Stamatios G. A., 2003) Motivation is a key factor in affecting job stress among employees. Highly motivated employees are more willing to work for the organization and feel happier. Both employer and employees are responsible to the issue of handling stress. Stress faced by the employees or employers or other staff is due to the organizations internal and external environment. (Nilufar Ahsan, 2009)

Employees that work only on weekend are highly exhausted and reports job stress and health problems. Employees working in shift-time like in after noon, night or rotating shifts faces higher overall burnout, emotional exhaustion, job stress and health problems and employees reaction and their working hours are positively related. (Jamal, 2004)

Stress and strain in employees is created through their work hours and is also creates constraint for workers when they are free. (M.Jamal, 1986)

Important reasons for stress in banking sector of Pakistan, as expressed by this study are workload, working hours, technological problem at work, inadequate salary, and time for family and job worries at home. Back pain, extreme tiredness, headache and sleep disturbance are the major symptoms of burnout disclosed in the study. All these stressors
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are directly related to all burnouts. Stress in bank employees are created due to the change in work environment that in turn leads to burnout. (Jamshed Khan Khattak, 2011)

Work load outcomes the stress that caused harmful effect for individual. The person who is not fit in his work environment experiences higher level of stress. (Marshall J, 1978)

Women and men general practitioners both had different levels of job satisfaction and men are more fed up from their jobs and use to drunk. The four major stressors seen in this case are demands of the job and patients' expectations, interference with family life, constant interruptions at work and home, and practice administration. (C. L. Cooper, 1989)

(Festinger, 1954) argued that people started to evaluate and compare themselves with others when they are doubtful on their abilities and opinions.

Leading cause of stress in adults is work-related pressures and fears about their jobs and job is seen as number one stressor in their life and work load is more stress creating then family conflicts. (Alonso, 1990)

The current research highlights the causes of stress among employees. According to the survey results, major intra-organizational stressors are climate, Economic, and family problems and extra-organizational stressors are company politics, leadership, Workload, working condition and timings. The major cause of stress is workload because employees are been utilized more than their capabilities and the other is climate as most of the employees needs to travel from long distances and transportation system really give them tough time which result in stress. (Bhatti, 2010)

(Montgomery, 1996) argued that Job stress is different from the general stress and is the extreme reaction of individual related to their organization or job. Work overload, one of the stress aspects, is stressful itself. (Ivancevich, 1998). Job demands and a lack of job resources are the organizational stressors. (Schaufeli, 1998)

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Employees who are emotionally committed to their organizations shows enhanced performance, less absenteeism, and less quitting their job. (Mathieu, 1990)

Organizational support theory supposes alternate employees personify the organization; infer the extent to which the organization values their contributions and cares about their well-being, with increased commitment, loyalty, and performance. (Eisenberger, 2002)

(Cherniss C. , 1980) explains in his book that the psychological stress caused when there is a perceived imbalance between resources and demands (e.g., the demand for competence, or efficacy) that in turn cause organizational burnout in human service. Staffs who believe that they can no longer control the factors which affect their efficacy became burnout from their jobs.

Willmar B. concluded his research by explaining his point of view that improved human resources management, professionalization of the CO's job, and improved social work environment can help to reduce job stress and burnout factors in correctional institutions. (Peeters, 2009)

Higgins in his book suggests that organizational issues, role conflict, emotional exhaustion, and task control are the primary reasons for causing job stress among employees. The less the time a worker spends on his job the lower the experience of job stress. (Higgins, 2006)

Cary s results suggest that early career burnout does not affect much but the burnout occurring on the later career might seriously effect long term. (Cherniss C. , Jan, 1992)

Mark and Christina s results indicate that role ambiguity and role conflict and job satisfaction are strongly affected by Perceived Organizational Support and has moderating effects on stressors and burn out outcomes. (Johlke, 2003)

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The result indicates that stress perceived by employees due to new technology is positively related to role stress and perceived organizational support moderates the relationship between techno stress and role conflict in such a way that when POS is higher, the relations become negative but does not moderates the relationship between techno stress and role overload. (2008) Thomas study results suggest that by minimizing role conflict, increasing political skill, and encouraging organizational support of employees, burnout can b minimized. (Kisamore, 2007)

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Research Model:

POS

Job Stressors
Responsibility pressure Quality Concerns Role Conflict Job vs. Non job Conflict Work Load Time Stress Anxiety

Burnout

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Research Variables
Perceived Organizational Support (employee s perception of the organization s

commitment to them) has positive effect on job stress therefore it is taken as Moderating Variables between job stress and burnout. Job Stress (independent variable) when becomes a prolong depression it turns into Burnout (dependent variable).

Hypothesis:
H1: Responsibility pressure directly correlates with burnout. H2: Quality concern directly correlates with burnout H3: Role Conflict directly correlates with burnout H4: Job vs. Non Job Conflict directly correlates with burnout H5: Workload directly correlates with burnout H6: Time Stress directly correlates with burnout H7: Anxiety directly correlates with burnout H8: POS Moderates the relationship between Responsibility pressure and burnout. H9: POS Moderates the relationship between Quality Concerns and burnout. H10: POS Moderates the relationship between Role Conflict and burnout. H11: POS Moderates the relationship between Job vs. Non Job Conflict and burnout. H12: POS Moderates the relationship between Workload and burnout. H13: POS Moderates the relationship between Time Stress and burnout. H14: POS Moderates the relationship between Anxiety and burnout.

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Methodology:

Population: The purpose of the present study is to look for job stress which leads to burnout and to reduce the factors of job stress and burnout through Perceived Organizational Support (POS) in banking sector. The population selected for this particular study is employees of banks in Pakistan.

Sampling: For this research we take the sample of 302 employees 60.6% male and 39.1% female from public, private, conventional and Islamic banks participated in the survey. This research followed the systematic random sampling method representative population.

Tools: Primary focus of this research is a multi dimensional analysis of job stress and coping patterns of employees. For our research we use different tools for our findings which include MS Excel, SPSS 17, Mean Mode, Median, Descriptive, Pearson Correlation, Regression, Moderating relational analysis.

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To calculate the moderation there are two steps which are discussed below:

Steps Involved:

Step 1:
a. Job stressors b. POS

Burnout Step 2:
Interaction Form
(Job Stressors x POS)

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Reliability Data:

Scale: Responsibility Pressure

Reliability Statistics

Cronbach's Alpha .414

N of Items 3

In the above table the reliability of pressure is 0.414. It is showing 41% reliability.

Scale: Quality Concerns

Reliability Statistics

Cronbach's Alpha .559

N of Items 3

In this table the reliability of quality is 0.559. It is showing 56% reliability. It means it is acceptable.

Scale: Role Conflict

Reliability Statistics

Cronbach's Alpha .445

N of Items 3

In above table Role conflict showing 44% reliability.

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Scale: Job Conflict

Reliability Statistics

Cronbach's Alpha .622

N of Items 3

In this table the reliability of Job Conflict is 0.622 (62%) which is acceptable.

Scale: Workload
Reliability Statistics

Cronbach's Alpha .554

N of Items 3

In above table the reliability of workload is 0.554(55%).

Scale: Time Stress

Reliability Statistics

Cronbach's Alpha .706

N of Items 8

In this table the reliability of time stress is 0.706 which is highly acceptable. It is showing 70% reliability.

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Scale: Anxiety
Reliability Statistics

Cronbach's Alpha .714

N of Items 5

In this above table the reliability of anxiety is 0.714 showing 71% reliability which means it is highly acceptable.

Scale: perceived organizational support

Reliability Statistics

Cronbach's Alpha .757

N of Items 9

In this reliability table of perceived organizational support, the reliability of POS is 0.757 which is also highly acceptable as showing 75% reliabillity.

Scale: Burnout
Reliability Statistics Cronbach's Alpha .625 N of Items 20

In this table the reliability of burnout is 0.625 which is also acceptable and shows the 62% reliability.

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Regression Data:

Job Stressors
Responsibility Pressure

Beta

R Square

Hypothesis

.295***

.086

H1 Accepted

Quality Concern

.237***

.055

H2 Accepted

Role Conflict

.259***

.064

H3 Accepted

Job Vs Non job Conflict

.303***

.087

H4 Accepted

Workload

.272***

.068

H5 Accepted

Time Stress

.303***

.080

H6 Accepted

Anxiety

.290***

.068

H7 Accepted

In this above regression table the R square of responsibility pressure is 0.86 and the value of beta is 0.295 at a significance level of 0.00 so the hypothesis is accepted. The R square of quality concern is 0.55 and the value of beta is 0.237 at a significance level of 0.00. Moreover role conflict shows R square of 0.64. In this case the beta is 0.259 and the significance level is 0.00 so the hypothesis is accepted. At last anxiety shows R square of 0.068 and the value of beta is 0.290 at a significance level of 0.00 so finally the entire hypotheses are accepted.

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Moderation Analysis

Moderation

Beta

R Change in R square square

.054 .000***

Hypothesis

Responsibility Pressure

.233***

H8 Accepted

Quality Concern

.182***

.033

.002***

H9 Accepted

Role Conflict

.187***

.035

.001***

H10 Accepted

Job Vs Non Job Conflict Workload

.220***

.048

.000***

H11 Accepted

.170***

.029

.003***

H12 Accepted

Time stress

.148**

.022

.010**

H13 Accepted

Anxiety

.123**

.015

.033**

H14 Accepted

The above table is for moderation regression analysis. In this table the moderation of responsibility pressure shows R square 0.054 and the R square change is 0.000. The value of beta is 0.233 at a significance level of 0.00 so the hypothesis is accepted. Hypothesis in the case of quality concern, role conflict and Job Vs Non Job conflict also accepted because the significant levels are 0.002, 0.001 and 0.000 simultaneously. The moderation of Workload shows R square 0.029 and change in R square is 0.003 and the beta is 0.170 at a significance level of 0.003. In anxiety case the R square is 0.15 and change in square is 0.033. The value of beta is .123 and the significance level is 0.033 so all the hypotheses are accepted.

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Correlation Data

pressure pressure Quality role_conflict Job_conflict Workload time_stress anxiety POS burnout 1 .371** .369** .337** .345** .294** .324** .143* .284**

Quality

role_conflict

Job_conflict

Workload

time_stress

anxiety

POS

burnout

1 .493** .496** .321** .435** .483** .192** .222** 1 .465** .282** .410** .485** .245** .235** 1 .428** .447** .469** .251** .275** 1 .329** .307** .314** .235** 1 .692** .376** .247** 1 .447** .217** 1 -.033 1

**. Correlation is significant at the 0.01 level. *. Correlation is significant at the 0.05 level.

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In this above table pressure shows a correlation of 0.143 at a significant level of 0.013 which means it is significantly correlates with POS. Moreover pressure shows a correlation of 0.284 at a significant level of 0.00 which shows it is highly significantly correlates with burnout. At next quality shows a correlation of 0.192 at a significance level of 0.001 and shows a correlation of 0.222 at a significance level of 0.00 which means it is highly correlates with both pos and burnout. Role conflict shows a correlation of 0.245 over pos at a significance level of 0.00 and also shows a correlation of 0.235 over burnout at a significance level of 0.00 which means it is highly correlates with pos and burnout. Moreover job conflict shows a correlation of 0.251 and shows 0.275 at a significance level of 0.00 over pos and burnout. Workload highly significantly correlates with pos because it shows correlation of 0.314 and highly correlates with burnout where it shows a correlation of 0.235 at a significance level of 0.00. At next time stress shows a correlation of 0.376 at a significance level of 0.00 and shows a correlation of 0.247 at a significance level of 0.00 which means it is highly correlates with both pos and burnout. Anxiety shows a correlation of 0.447 at a significance level of 0.00 and shows a correlation of 0.217 at a significance level of 0.00 in this case anxiety highly significantly correlates with pos and with burnout as well. Moreover pos show a correlation of negative 0.33 at a significance level of 0.566 that shows a somewhat correlation with burnout.

Data Analysis:
We start with a relationship of job stressors that suppose to cause burnout it was a liner casual relationship. The casual relationship alerts by the moderating variable Perceived Organizational Support. Regression coefficient is mostly use to moderator analysis measurement in the casual relationship between job stressors and burnout Although classically, a moderator can amplify or even reverse that effect as moderation implies a weakening of a causal effect. When the causal effect of Job Stressors on Burnout would go to zero and POS took on a particular value, a complete moderation would occur in this case. Kraemer and colleagues papers in 2001-02 may be consulted by the reader for related approaches and moderator testing s. The measurement of Job stressors to Burnout causal relationship for different values of POS is a key part of moderation.

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Findings:
The methods commonly used to establish reliability of the measuring tool is Cronbach s Alpha. To establish the reliability of the measuring tools of this study Cronbach s alpha reliability method is used. This reliability method was applied to total sample. The value of Cronbach s Alpha Reliability is 0.414 for pressure measuring tool, 0.559 for quality measuring tool, 0.445 for Role conflict measuring tool. The value of Cronbach s Alpha Reliability is 0.622 for Job conflict measuring tool, 0.554 for Workload measuring tool, 0.706 for time stress measuring tool, 0.714 for anxiety measuring tool, 0.625 for professional burnout measuring tool whereas 0.757 for moderation of Perceived Organizational Support. These results reveal that tools used in this study are consistent and thus reliable. Means and standard deviations are used to identify job stress and burnout in the banking sector of Pakistan. To find the relationship between stressors and burnouts and to determine the impact of stressors on the burnouts the data were analyzed using correlations and regression. SPSS17 software was used to find these statistical measures. The focus of the study was to determine the occupational stress and professional burnout of the bank employees in the banking sector of Pakistan. Statistical tools of mean, standard deviation were used to identify the occupational stressors and burnouts. The results for stress show mean of 3.224 with standard deviation of 0.814. To determine the extent and significance to which the independent variables influence the dependent variable, multiple regression analysis was carried out. The results of regression analysis are presented in regression table. R square of responsibility pressure is 0.86 and the value of beta is 0.295 at a significance level of 0.00. Thus the result supports the formulated hypothesis. Moreover role conflict shows R square of 0.64. In this case the beta is 0.259 and the significance level is 0.00 so the hypothesis is accepted. The moderation of responsibility pressure shows R square 0.054 and the R square change is 0.000. The value of beta is 0.233 at a significance level of 0.00 so the hypothesis is accepted. Hypothesis in the case of quality concern, role conflict and Job Vs Non Job conflict also accepted because the significant levels are 0.002, 0.001 and 0.000 simultaneously. The moderation of Workload shows R square 0.029 and change in R square is 0.003 and the beta is 0.170 at a significance level of 0.003. In anxiety case the R square is 0.15 and change in square is 0.033. The value of beta is .123 and the significance level is 0.033. Thus the result supports the entire formulated hypothesis. The relationship between job stress factors and burnout was established through Pearson s coefficient of correlation. The results of the correlation analysis are presented in Correlation Table above. It is evident from the results in Table that there is significant
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positive relationship between the job stress factors which are responsibility pressure, quality concern, role conflict, job Vs non job conflict, workload, time stress, anxiety and job burnout of the employees working in the banking sector of Pakistan. The results prove that higher the job stress, higher the burnout of the bank employees.

Causal Assumptions:
Uncertainties can arise when Job Stress is not randomized so we have taken job stressors as randomized variables because of some ambiguities. Direction of causation should b assumed if job stressors are not manipulated. Moderator effect can reverse if causation direction is flipped (shown in Judd & Kenny 2010 papers).

Timing of Measurement:
Job stressors should be measured before the measurement of the moderator. It is obvious that if the moderator which is POS is not changed then it is easy to measure it and also less problematic as well. Pos can be both the term as mediation and moderation but in our research we take it as the moderator.

Moderator and Causal Variable Relationship:

In principal, there should be no relationship between stressors and burnout if variable job stress is manipulated. Randomized Job Stressors may not be correlated with POS. so the job stress is not randomized because there is no need of a correlation between job stress and POS as there is no special interpretation of their correlation. However, estimation problems can v=be occurred if job stress and POS are highly correlated.

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Discussion:
The study analyzed occupational stress and burnout in the banking sector of Pakistan. The objective of the study was to identify the stress and burnout of the bank employees brought by the changing work patterns, rapid growth, globalization and liberalization. In summary, the results of this study show what might be expected intuitively. The study brought into light some interesting findings regarding the factors causing stress leading to various burnouts. In the light of the results the study come to conclude that negative feelings about the Responsibility Pressures, Work load, Quality Concerns, Time Stress, Role conflicts, Anxiety Job vs. Non job Conflicts major stress creating factors in the banks. It is important to note that the major cause of the stress is work load and time stress. The undue work load and prolong working hours affect most of the employees. The results reveal that this stressor is causing burnout. The long day working leads employees to physical burnout and causing extreme tiredness. Continuous interaction with customers, and dealing with amounts all the day is the basic job of bank employees. Employees are also keeping off from all other activities due to long working hours. These aspects lead to emotional exhaustion of banking sector employees which causes mental and physical disturbance for them. Nature of the job in the banking sector has a significant influence on the stress and burnout. The negative feelings about organization structure, job elements, relationship at work, and family/work interface are the potential sources of stress for bank employees. There is significantly positive relationship between all elements of stress with each category of burnout. It is evident that increasing stress in the banking sector will lead to higher level of burnout. Present research shows that Perceived Organizational Support plays the important role in reducing stress and moderates the relationship between job stress and burnout. POS have the positive impact over burnout and it influences the relationship of these variables.

LIMITATIONS
The generalization of the results is limited because instead of using psychological test, the study has evaluated stress and burnout on the self rating of the banking sector employees. The sample size is not large enough and do not cover all banks working in Pakistan. The non-serious attitude of the respondent and other delicate issues might manipulate the responses to some extent. However, given the above mentioned limitations, the results of this study highlighted some significant stresses/burnouts and brought to light the need for the future research. As this area of knowledge has not been investigated by the researchers in Pakistan, so for, the study also has contributed important information about the stress and burnout in the banking sector of Pakistan.

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Managerial Implications:
This study will provide new insights for stress management in banking sector in addition to the theoretical contributions described. As this study was conducted from the bank employee s, the most important area of the study is managing stress among employees. In addition to contributions POS influence the relationship between stress and burnout. According to our personal observation a way to reduce feelings of emotional exhaustion, prevent depersonalization, are valuing employees contributions, acting in their best interests, showing concern, and helping employees when they need help, or enhancing organizational support. Thus our results suggest that as role conflict decreases and organizational support enhance burnout can be overcome. The study disclosed that banking sector employees irrespective of their nature of job are facing stress. The potential stressors identified by the study are workload, long working hours, lack of ample time for family and job worries at home. The study also revealed that these stresses are leading to physical and psychological burnout of employees. The study suggests that the elements which are creating stress leading to burnout needs attention of the State Bank of Pakistan and Human Resource departments of the banks. The study recommends that reducing the work load of employees by either appropriate division of labor or increasing number of employees is of significant importance. Shifts in bank work hours may reduce the stress. Staff should be highly trained by the HRD so that fewer problems would be faced by employees and reduce communication lack. The stress caused by inadequate salary, needs an adequate salary structure. Reasons for emotional exhaustion are seen due to the lack of ample time for family and job worries at home, it needs special attention because it is highly contributed to the burnout and it needs reconsideration.

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