Mwakyusa, John R. P.; Mcha o, E elyne Willy
A icle
Role ambigui y and ole con lic e ec s on employees’
emo ional exhaus ion in heal hca e se ices in Tanzania
Cogen Business & Managemen
P o ided in Coope a ion wi h:
Taylo & F ancis G oup
Sugges ed Ci a ion: Mwakyusa, John R. P.; Mcha o, E elyne Willy (2024) : Role ambigui y and ole
con lic e ec s on employees’ emo ional exhaus ion in heal hca e se ices in Tanzania, Cogen
Business & Managemen , ISSN 2331-1975, Taylo & F ancis, Abingdon, Vol. 11, Iss. 1, pp. 1-12,
h ps://doi.o g/10.1080/23311975.2024.2326237
This Ve sion is a ailable a :
h ps://hdl.handle.ne /10419/326139
S anda d-Nu zungsbedingungen:
Die Dokumen e au EconS o dü en zu eigenen wissenscha lichen
Zwecken und zum P i a geb auch gespeiche und kopie we den.
Sie dü en die Dokumen e nich ü ö en liche ode komme zielle
Zwecke e iel äl igen, ö en lich auss ellen, ö en lich zugänglich
machen, e eiben ode ande wei ig nu zen.
So e n die Ve asse die Dokumen e un e Open-Con en -Lizenzen
(insbesonde e CC-Lizenzen) zu Ve ügung ges ell haben soll en,
gel en abweichend on diesen Nu zungsbedingungen die in de do
genann en Lizenz gewäh en Nu zungs ech e.
Te ms o use:
Documen s in EconS o may be sa ed and copied o you pe sonal
and schola ly pu poses.
You a e no o copy documen s o public o comme cial pu poses, o
exhibi he documen s publicly, o make hem publicly a ailable on he
in e ne , o o dis ibu e o o he wise use he documen s in public.
I he documen s ha e been made a ailable unde an Open Con en
Licence (especially C ea i e Commons Licences), you may exe cise
u he usage igh s as speci ied in he indica ed licence.
h ps://c ea i ecommons.o g/licenses/by/4.0/
Cogen Business & Managemen
ISSN: 2331-1975 (Online) Jou nal homepage: www. and online.com/jou nals/oabm20
Role ambigui y and ole conflic effec s on
employees’ emo ional exhaus ion in heal hca e
se ices in Tanzania
John R. P. Mwakyusa & E elyne Willy Mcha o
To ci e his a icle: John R. P. Mwakyusa & E elyne Willy Mcha o (2024) Role ambigui y and ole
conflic effec s on employees’ emo ional exhaus ion in heal hca e se ices in Tanzania, Cogen
Business & Managemen , 11:1, 2326237, DOI: 10.1080/23311975.2024.2326237
To link o his a icle: h ps://doi.o g/10.1080/23311975.2024.2326237
© 2024 The Au ho (s). Published by In o ma
UK Limi ed, ading as Taylo & F ancis
G oup.
View supplemen a y ma e ial
Published online: 04 Ap 2024.
Submi you a icle o his jou nal
A icle iews: 9002
View ela ed a icles
View C ossma k da a
Ci ing a icles: 10 View ci ing a icles
Full Te ms & Condi ions o access and use can be ound a
h ps://www. and online.com/ac ion/jou nalIn o ma ion?jou nalCode=oabm20
ManageMen | ReseaRch aR icle
Cogen Business & ManageMen
2024, VoL. 11, no. 1, 2326237
Role ambigui y and ole con lic e ec s on employees’ emo ional
exhaus ion in heal hca e se ices in Tanzania
John R. P. Mwakyusa and e elyne Willy Mcha o
Depa men o Ma ke ing, uni e si y o Da es salaam, anzania
ABSTRACT
his s udy in es iga ed he e ec o ole con lic and ole ambigui y on emo ional
exhaus ion among heal hca e se ice employees in hospi al se ings. a ques ionnai e
u ilizing a 5-poin like scale was adminis e ed o 181 employees o Kai uki Memo ial
hospi al. Ou o hese, 131 ques ionnai es we e conside ed alid o da a analysis.
Desc ip i e and eg ession analyses we e conduc ed using sPss so wa e. he indings
indica ed ha ole ambigui y had a posi i e and signi ican associa ion wi h emo ional
exhaus ion. con e sely, he associa ion be ween ole con lic and emo ional exhaus ion
was nega i e bu no signi ican . i should be no ed ha , unlike p e ious s udies ha
ocused on speci ic heal hca e p o essionals, his s udy included all p o essionals
wo king in he hospi al se ing, acknowledging ha exposu e o a s ess ul en i onmen
may di e based on one’s p o ession. howe e , as his s udy elied on a c oss-sec ional
su ey conduc ed in a single hospi al, cau ion should be exe cised in gene alizing he
indings. he s udy con ibu es o he li e a u e on human esou ces managemen by
shedding ligh on he e ec o ole ambigui y and ole con lic . i also o e s
ecommenda ions o managing emo ional exhaus ion by add essing he unde lying
causes o ole ambigui y iden i ied in he s udy.
IMPACT STATEMENT
his s udy aimed o examine how ole con lic and ole ambigui y impac he men al
exhaus ion o heal hca e wo ke s in p i a e hospi als in anzania. analysis e ealed ha
ole ambigui y signi ican ly con ibu es o men al exhaus ion, while he ela ionship
be ween ole con lic and men al exhaus ion was nega i e and no s a is ically
signi ican , sugges ing i could be due o chance. i ’s impo an o conside ha his
s udy encompassed heal hca e p o essionals om a ious oles, acknowledging ha
di e en p o essions may expe ience di e en le els o s ess. howe e , as he s udy
elied on a single su ey conduc ed in a speci ic hospi al, cau ion is needed when
gene alizing he indings o o he se ings. his s udy enhances ou unde s anding o
human esou ces managemen by highligh ing he e ec s o ole ambigui y and ole
con lic on emo ional exhaus ion. i also o e s ecommenda ions o managing
emo ional exhaus ion by add essing he ac o s iden i ied in he s udy.
heal hca e wo ke s in hospi al se ings o en expe ience signi ican emo ional exhaus ion due o hei
demanding wo k, which in ol es ca ing o ulne able and c i ically ill pa ien s (hamid & abdullah, 2020;
Poku e al., 2020). s udies conduc ed in di e en coun ies ha e highligh ed he p e alence o emo ional
exhaus ion among heal hca e p o essionals. Fo ins ance, nu ses in ghana epo ed high a es o emo-
ional exhaus ion (Poku e al., 2020), while anzanian heal h p o essionals exhibi ed highe le els o dis-
ess compa ed o hei sudanese coun e pa s (hamid & abdullah, 2020). his issue is mo e expensi e
han in de eloping coun ies, as s udies in he Uni ed s a es ha e also shown bu nou among physicians
and nu ses (shana el e al., 2015). emo ional exhaus ion has nega i e consequences such as low p oduc-
i i y, dissa is ac ion, and dep ession and is associa ed wi h high wo kload and inadequa e nu se- o-
pa ien a ios (Filho e al., 2019; anna, 2022).
Role con lic and ole ambigui y signi ican ly con ibu e o emo ional exhaus ion among heal hca e
p o essionals. he heal hca e en i onmen is o en unheal hy, u he in ensi ying emo ional exhaus ion
© 2024 he au ho (s). Published by in o ma uK Limi ed, ading as aylo & F ancis g oup.
CONTACT [email protected] Depa men o Ma ke ing, uni e si y o Da es salaam, P.o. Box 35046, Da es salaam, anzania.
h ps://doi.o g/10.1080/23311975.2024.2326237
his is an open access a icle dis ibu ed unde he e ms o he C ea i e Commons a ibu ion License (h p://c ea i ecommons.o g/licenses/by/4.0/), which
pe mi s un es ic ed use, dis ibu ion, and ep oduc ion in any medium, p o ided he o iginal wo k is p ope ly ci ed. he e ms on which his a icle has been
published allow he pos ing o he accep ed Manusc ip in a eposi o y by he au ho (s) o wi h hei consen .
ARTICLE HISTORY
Recei ed 2 May 2023
Re ised 24 Feb ua y 2024
accep ed 28 Feb ua y
2024
KEYWORDS
Role ambigui y; ole
con lic ; emo ional
exhaus ion; heal hca e
se ices
REVIEWING EDITOR
ala Oma Dandis,
Ma ke ing, applied
science P i a e Uni e si y,
Jo dan
SUBJECTS
sociology & social Policy;
employmen Rela ions;
indus y & indus ial
s udies; heal h
condi ions; Occupa ional
heal h and sa e y;
Quali y o li e
2 J. R. P. MWaKYUsa anD e. W. MchaRO
(lópez-caba cos e al., 2021). he ecen cOViD-19 pandemic has compounded and added o new s ess-
o s, including inc eased wo kload, exposu e o in ec ion, and wi nessing high le els o illness and dea h.
in mos ins ances, heal hca e p o essionals a e acing challenges due o inadequa e nu se and
doc o - o-pa ien a ios, which can lead o dec eased heal hca e quali y ( anna, 2022). he consequences
o emo ional exhaus ion include wo k- ela ed in ec ions, medica ion e o s, poo nu se-physician ela ion-
ships, and a i ion (Poku e al., 2020).
Job demands ha e been iden i ied as a cause o emo ional exhaus ion, and sus ained job demands
can lead o high emo ional exhaus ion among employees (Pana i e al., 2019). Role con lic and ole
ambigui y a e c ucial in unde s anding emo ional exhaus ion as hey in luence p o essional ela ionships
and job sa is ac ion (Ro i his e al., 2017). Role ambigui y occu s when employees lack clea expec a ions
o in o ma ion needed o pe o m hei oles, while ole con lic a ises when indi iduals ace con lic ing
expec a ions om di e en oles (Robbins & Judge, 2015). hese ac o s can esul in occupa ional s ess,
poo pe o mance, and dec eased o ganiza ional e iciency (ga osa e al., 2008).
While some s udies ha e explo ed he e ec s o ole con lic , ole ambigui y, on emo ional exhaus ion
in a ious sec o s (amilin, 2017; Dasgup a, 2012; essawy, 2016), he e is a dea h o s udies speci ically
ocused on heal hca e se ings co e ing medical and non-medical employees. s udying hese ela ion-
ships a each speci ic heal h acili y is deemed necessa y. his app oach is so decided as usually, each
heal h acili y add esses i s employees’ challenges di e en ly, conside ing i s a ailable inancial and
adminis a i e esou ces. P i a e heal hca e acili ies a e known o be inunda ed wi h eno mous chal-
lenges no ound wi hin public hospi als in gene al and heal h cen es in pa icula . i is a gued ha
unde s anding heal hca e p o essionals’ expe iences and pe cep ions o ole con lic and ole ambigui y
in a p i a e hospi al can p o ide speci ic and aluable insigh s in o emo ional exhaus ion. he e o e, his
s udy examines he e ec o ole con lic and ambigui y on emo ional exhaus ion among heal hca e
se ice employees in anzania, speci ically wi hin Kai uki Memo ial hospi al. By explo ing hese ac o s,
he s udy seeks o con ibu e o he exis ing li e a u e and shed ligh on he emo ional well-being o
hospi al employees. gi en he con lic ing indings on he connec ion be ween ole ambigui y, ole con-
lic , and emo ional exhaus ion o bu nou (e.g. Ba be & iwai, 1996; Ku anis & unc, 2009), his esea ch
add esses he ongoing inconsis ency in indings. he inconsis encies may a ise om con ex ual and indi-
idual dispa i ies among heal hca e wo ke s, in luencing hei di e se esponses o challenging si ua ions
acco ding o hei cul u al-speci ic esilience le els. conduc ing his s udy in he con ex o heal h se -
ices in anzania will help ill his gap and con ibu e o he exis ing body o li e a u e.
Li e a u e e iew
Role heo y
Role heo y sugges s ha oles in o ganiza ional se ings a e associa ed wi h speci ic social posi ions and
a e shaped by no ma i e expec a ions (Ma a e al., 2015). acco ding o his heo y, indi iduals’ beha io
is in luenced by how hei oles a e es ablished and de ined. howe e , when esponsibili ies and expec-
a ions a e unclea , i can esul in ole ambigui y. Role ambigui y leads o dissa is ac ion, indecisi eness,
anxie y, and con usion, ul ima ely con ibu ing o emo ional exhaus ion. employees expe ience ole
ambigui y when essen ial in o ma ion o ask pe o mance is lacking, p omp ing he de elopmen o
coping mechanisms and de ensi e s a egies o manage s ess. Role heo y u he posi s ha ole ambi-
gui y inc eases he likelihood o job dissa is ac ion, anxie y, dis o ed pe cep ions, and diminished pe -
o mance (n opi e al., 2020).
Role heo y also add esses ole con lic , which a ises when an indi idual aces con lic ing expec a ions
om di e en oles. con lic ing expec a ions can lead o s ess, job dissa is ac ion, and poo wo k pe -
o mance (Kessle , 2013). he heo y sugges s ha employees ha e mul iple oles, each wi h igh s and
esponsibili ies. Role con lic occu s when ul illing one ole jeopa dizes he ul ilmen o o he s— he
con lic applies o heal hca e se ices and o he sec o s alike. Role con lic and ole ambigui y ha e sig-
ni ican implica ions o emo ional exhaus ion, ul ima ely impac ing job pe o mance. he e o e, ole he-
o y is a sui able heo e ical amewo k o his s udy, as i explains he e ec s o ole con lic and
ambigui y on emo ional exhaus ion in heal hca e se ice employees.
cOgen BUsiness & ManageMen 3
JD-R Model
he Job Demands-Resou ces (JD-R) Model, de eloped by esea che s Bakke e al. (2005), p oposes ha
high job demands and low job esou ces lead o s ess and bu nou , while posi i e job a ibu es can
mi iga e he e ec s o high demands and os e mo i a ion and engagemen . he JD-R model is a widely
ecognized concep ual amewo k in he s udy o job s ess and bu nou , add essing limi a ions o p e-
ious models such as he job demand-con ol (JD-c) model, he job demand-con ol-suppo (JD-c-s)
model, and he e o - ewa d imbalance (eRi) model.
acco ding o he JD-R model, job cha ac e is ics can be ca ego ized in o wo main ypes: job demands
and job esou ces. Job demands e e o he physical, psychological, social, o o ganiza ional equi e-
men s o a pe son’s job ha in ol e con inuous e o o skill, and hey a e associa ed wi h a ious cos s
like job s ess and ole ambigui y. On he o he hand, job esou ces a e he ma e ial, psychological,
social, o o ganiza ional ac o s ha suppo indi iduals in achie ing hei wo k goals, educing demands,
and p omo ing pe sonal g ow h, lea ning, and de elopmen .
By employing he JD-R model, esea che s gain a be e unde s anding o indi idual job bu nou ,
enabling hem o explo e job in ol emen and wellbeing wi hin he amewo k and conduc comp ehen-
si e empi ical s udies. he model has been ex ensi ely applied in in es iga ing s ess and job bu nou in
p o essionals, including cons uc ion indus y p o essionals, highligh ing he in e play be ween job
demands, job esou ces, and job pe o mance. schau eli and a is (2014) highligh ed ha se e al issues
s ill need o be sol ed despi e he widesp ead use o he JD-R heo y o unde s and demand and
esou ces. hese include he epis emological s a us o he model, he de ini ions and dis inc ions be ween
‘demands’ and ‘ esou ces’, inco po a ing pe sonal esou ces, dis inguishing be ween heal h impai men
and mo i a ional p ocesses, add essing ecip ocal causa ion, and ex ending he model’s applicabili y
beyond he indi idual le el. in his s udy, he JD-R model is u ilized o analyze he heo e ical aspec s
and de elop a hypo he ical model o examine he e ec o ole ambigui y and con lic on emo ional
exhaus ion in heal hca e se ices in anzania.
Concep ual amewo k
he concep ual amewo k u ilized in his s udy was based on he li e a u e e iew. emo ional exhaus ion
in heal hca e se ices was iden i ied as he dependen a iable, while ole ambigui y and con lic we e
conside ed he independen a iables. Figu e 1 illus a es he concep ual amewo k, ou lining he ela-
ionship be ween ole ambigui y and ole con lic and hei e ec on emo ional exhaus ion.
Hypo heses de elopmen
Role ambigui y has e ec s on emo ional exhaus ion
Role ambigui y, which e e s o he lack o cla i y and unde s anding o job expec a ions and esponsibili-
ies (Mañas e al., 2017), has been ecognized as a psychosocial isk ac o ha can ha m employees’ well-
being. se e al ac o s cause he ambigui y. Puyod and cha oensukmongkol (2021) ound ha wo kplace
umo s and o ganiza ional o maliza ion a e posi i ely associa ed wi h ole ambigui y and emo ional
exhaus ion. Mo e s udies ha e shown ha ole ambigui y is associa ed wi h ad e se ou comes, including
dec eased mo i a ion and inc eased emo ional exhaus ion (Pana i e al., 2019). When employees a e
H1
H2
Role Ambigui y
Role Con lic
Employees’ Emo ional
Exhaus ion
Figu e 1. Concep ual amewo k.
sou ce: au ho s’ cons uc ion based on li e a u e e iew (2023).
4 J. R. P. MWaKYUsa anD e. W. MchaRO
unce ain abou hei oles, i can lead o job dissa is ac ion and bu nou . in hei s udy, Phungsoon ho n
and cha oensukmongkol (2022) examined he impac o mind ulness on emo ional exhaus ion in employ-
ees o p i a e in e na ional uni e si ies in hailand du ing he cOViD-19 pandemic. hey disco e ed ha
psychological ha diness ully media ed he connec ion be ween mind ulness and emo ional exhaus ion,
while wo kload signi ican ly diminished he in luence o psychological ha diness on emo ional exhaus ion.
he s udy conduc ed by Ma jan e al. (2021) highligh ed he g owing conce n o employees’ wellbeing
du ing he pandemic. hey ound ha men al load, pe cei ed eam suppo , and echnology accep ance
signi ican ly impac wo k engagemen . hese indings show how emo e wo k and echnology implemen-
a ion can a ec employee wellbeing. in a s udy ocused on on line employees in he es au an indus y,
essawy (2016) ound a posi i e e ec o ole ambigui y on emo ional exhaus ion, indica ing ha highe
le els o ole ambigui y we e associa ed wi h inc eased emo ional exhaus ion (ß = 0.82; sig = 0.000). he
esul s sugges ha when employees expe ience ambigui y in hei oles, hey a e mo e likely o expe ience
highe emo ional exhaus ion, cha ac e ized by pe sis en a igue and deple ed ene gy.
simila ly, Wu e al. (2019) conduc ed a s udy ha speci ically in es iga ed he e ec s o ole ambigui y
on job bu nou , pa icula ly emo ional exhaus ion. hei indings suppo ed a nega i e and signi ican
ela ionship, indica ing ha highe le els o ole ambigui y we e linked o inc eased emo ional exhaus-
ion among employees. his sugges s ha when employees ace unce ain y and lack cla i y in hei
oles, hey a e mo e suscep ible o expe iencing emo ional exhaus ion. howe e , chia a e al. (1996)
obse ed a di e en pa e n in hei esea ch. hey ound ha he di ec e ec o ole ambigui y on
emo ional exhaus ion was no signi ican . ins ead, hey disco e ed ha he ela ionship be ween ole
ambigui y and emo ional exhaus ion was en i ely media ed by wo k engagemen . in o he wo ds, when
employees we e highly engaged in hei wo k, he nega i e impac o ole ambigui y on emo ional
exhaus ion was educed. he hypo hesis can be s a ed as ollows:
h1: he e is a posi i e ela ionship be ween employees’ ole ambigui y and hei emo ional exhaus ion.
Role con lic has a posi i e e ec on emo ional exhaus ion
Role con lic in hospi als can c ea e con usion and con ibu e o employee s ess and bu nou . Role con-
lic s occu when employees ace con adic o y expec a ions o demands, and indi iduals’ eac ions o
hese con lic s can a y. One c i ical dimension o bu nou is emo ional exhaus ion, cha ac e ized by
ch onic a igue and low ene gy le els (Bui e al., 2022). P e ious esea ch has iden i ied ole con lic as
a signi ican con ibu o o emo ional exhaus ion (edú-Valsania e al., 2022). howe e , s udies examining
he ela ionship be ween ole con lic and emo ional exhaus ion ha e p oduced mixed esul s. Fo exam-
ple, essawy (2016) ound no signi ican di ec e ec o ole con lic on emo ional exhaus ion, indica ing
ha o he ac o s may in luence he ela ionship (ß = 0.10; sig = 0.400).
in con as , a s udy by Wu e al. (2019) ocused on chinese cons uc ion p ojec manage s and
e ealed ha ole con lic nega i ely and signi ican ly impac ed job bu nou , speci ically emo ional
exhaus ion. in hei s udy, Ku anis and unc (2009) u ilized mul iple eg ession analysis and disco e ed
ha ole con lic could accoun o he ele a ed le els o bu nou expe ienced by heal hca e p o es-
sionals in u key. i is hus a gued ha when employees ace unclea o ambiguous oles wi hin hei
wo k en i onmen , hey a e mo e likely o expe ience highe le els o emo ional exhaus ion. he lack
o cla i y ega ding job expec a ions, esponsibili ies, and objec i es can con ibu e o employees’ eel-
ings o exhaus ion. O ganiza ions can mi iga e emo ional exhaus ion and enhance employee wellbeing
and pe o mance by cla i ying and educing ole con lic . Based on hese indings, i is hypo he-
sized ha :
h2: he e is a posi i e ela ionship be ween employees’ ole con lic and hei emo ional exhaus ion.
Me hods
Measu emen ins umen s
he s udy adop ed a quan i a i e me hodological app oach using a s uc u ed ques ionnai e. he ques-
ionnai e was di ided in o wo sec ions. he i s sec ion dwel on cap u ing he esponden s’
cOgen BUsiness & ManageMen 5
demog aphics. he second sec ion e ol ed a ound ga he ing in o ma ion ega ding ole ambigui y, ole
con lic , and he emo ional exhaus ion o heal hca e se ice employees, u ilizing a i e-poin like scale
anging om 1 (s ongly Disag ee) o 5 (s ongly ag ee). Based on p e ious s udies, he cons uc s we e
ex ac ed and modi ied o mee he con ex o he s udy a ea (aleksand a, 2021; amilin, 2017; essawy,
2016; Raghda e al., 2022). a o al o ou cons uc i ems we e used o e alua e employees’ pe cep ion
o ole ambigui y (amilin, 2017; essawy, 2016), i e i ems e alua ed ole con lic s (essawy, 2016; Raghda
e al., 2022), and emo ional exhaus ion was measu ed by i e cons uc i ems (aleksand a, 2021).
Da a collec ion and Analysis
he da a collec ion pe iod o his s udy ook place om Janua y o Feb ua y 2023. a simple andom
sampling s a egy was employed o selec esponden s om Kai uki Memo ial hospi al in Da es salaam.
in o al, 181 ques ionnai es we e collec ed. howe e , some incomple e o deemed un i ques ionnai es
o u he analysis we e excluded om he inal sample. he da a om he emaining 131 comple ed
ques ionnai es we e en e ed in o he s a is ical package o social sciences so wa e (sPss) e sion 20.0
o cleaning and analysis. Desc ip i e and mul iple eg ession analyses we e conduc ed o examine he
ela ionship be ween he a iables. he s udy model was desc ibed as ollows:
Y 1X 2X=++ +ββ β ε
0
12
Whe e by:
Y = emo ional exhaus ion
X1 = ole ambigui y
X2 = ole con lic
β0 = cons an (coe icien o in e cep )
β1 = coe icien o ole ambigui y
β2 = coe icien o ole con lic
ε = e o e m
Validi y and eliabili y o da a
he s udy ensu ed cons uc alidi y by adap ing scale i ems om p e ious esea ch (e.g. aleksand a,
2021; Raghda e al., 2022), while ace alidi y was assessed h ough expe e alua ion o cla i y and
ele ance. compu ed esul s indica ed ha all h M alues we e below he h eshold o 0.85, anging
om 0.43 o 0.64, sugges ing adequa e disc iminan alidi y among he cons uc s (see able 1). he
assessmen o explana o y capabili y elies on he a e age a iance ex ac ed (aVe), which conside s all
obse ed a iables. in o de o mee he c i e ia o con e gen alidi y, he aVe should exceed 0.50 (hai
e al., 2014). in his s udy, all aVe alues we e 0.5 o highe , indica ing ha all cons uc s exhibi ed con-
e gen alidi y (see able 2). he in e nal consis ency eliabili y o he measu es was assessed using
c onbach’s alpha coe icien (c onbach, 1951). acco ding o hai e al. (2021), c onbach’s alpha alues
Table 1. He e o ai -Mono ai a io (H M ).
emo ional exhaus ion Role ambigui y Role con lic
emo ional exhaus ion
Role ambigui y 0.61
Role con lic 0.43 0.64
Table 2. Cons uc eliabili y and alidi y.
Va iables C onbach’s alpha CR aVe
emo ional exhaus ion 0.85 0.93 0.87
Role ambigui y 0.95 0.96 0.87
Role Con lic 0.84 0.88 0.60
6 J. R. P. MWaKYUsa anD e. W. MchaRO
ypically ange om 0 o 1, whe e 0.7 o highe indica es accep able in e nal consis ency. able 2 shows
he alpha coe icien s o he scales anged om 0.84 o 0.95, indica ing sa is ac o y le els o in e nal
consis ency eliabili y.
Resul s
he demog aphic cha ac e is ics o he esponden s a e p o ided in his sec ion, including hei gende ,
age, highes educa ion le el, yea s o expe ience a wo k, and p o ession. acco ding o able 3, i was
ound ha a mino i y o he esponden s (42.3%) we e male employees, indica ing a ela i ely balanced
gende ep esen a ion a he hospi al. Mos esponden s (35.4%) ell wi hin he age ange o 26-35 yea s,
ep esen ing a highly p oduc i e age g oup. in e ms o educa ion le el, he majo i y o pa icipan s
held a Bachelo ’s Deg ee (37.7%), ollowed by a college Diploma (33.8%), college ce i ica e (13.1%),
Mas e ’s Deg ee (12.3%), and Doc o a e Deg ee (3.1%). Rega ding yea s o expe ience, one- hi d o he
esponden s (33.8%) had wo ked a he hospi al o o e i e yea s. When conside ing he p o ession
dis ibu ion, he esponden s included ecep ionis s (10%), medical doc o s (17.7%), nu ses (43.8%),
accoun an s (6.2%), human esou ces pe sonnel (8.5%), labo a o y echnicians (9.2%), and o he p o es-
sions (4.6%).
Mul iple eg ession analysis
he mul iple eg ession analysis was used o es whe he ole ambigui y and con lic a ec emo ional
exhaus ion. he esul s o he eg ession a e as ollows;
Role ambigui y e ec on emo ional exhaus ion
a mul iple eg ession analysis was conduc ed o assess he e ec o ole ambigui y on emo ional
exhaus ion. he esul s e ealed a signi ican nega i e ela ionship be ween ole ambigui y and emo-
ional exhaus ion. Based on he coe icien alues p esen ed in able 4, he eg ession coe icien o
ole ambigui y was ound o be 0.398, wi h a co esponding - alue o 3.863 and a signi icance alue
o 0.000. as a esul , he hypo hesis was accep ed a a 95% con idence le el. he esul s imply ha
Table 3. Demog aphic cha ac e is ics o he esponden s.
Cha ac e is ics Ca ego y F equency(n = 131) Pe cen (%)
Gende Male 55 42.3
Female 75 57.7
Age 18-25 30 23.1
26-35 46 35.4
36-45 25 19.2
46-55 21 16.2
abo e 55 8 6.2
Educa ion Le el College ce i ica e 17 13.1
College diploma 44 33.8
Bachelo deg ee 49 37.7
Mas e deg ee 16 12.3
Doc o a e 4 3.1
Yea s o Expe ience Less han 1 25 19.2
1-2 30 23.1
3-5 31 23.8
abo e 5 44 33.8
P o ession Recep ionis 13 10.0
Medical doc o 23 17.7
nu se 57 43.8
accoun an 8 6.2
Human esou ce 11 8.5
Labo a o y echnician 12 9.2
o he s 6 4.6
sou ce: sPss ou pu based on Field Da a (2023).
cOgen BUsiness & ManageMen 7
ole ambigui y has a no able posi i e e ec on emo ional exhaus ion, indica ing ha highe le els o
ole ambigui y a e associa ed wi h inc eased emo ional exhaus ion among heal hca e se ice
employees.
Role con lic e ec on emo ional exhaus ion
he e ec o ole con lic on emo ional exhaus ion was examined using mul iple linea eg ession anal-
ysis. he esul s e ealed a eg ession coe icien o 0.149, a - es alue o 1.355, and a p- alue o 0.178.
since he p- alue is g ea e han 0.05, he hypo hesis is no accep ed. he alue his indica es ha no
signi ican ela ionship exis s be ween ole con lic and emo ional exhaus ion among heal hca e se ice
employees in his s udy.
Model summa y
he model summa y in able 3 p o ides in o ma ion on how well he eg ession model i s he da a
using he R2 es . in his s udy, he R2 alue o 0.211 indica es ha 21.1% o he a iance in emo ional
exhaus ion can be explained by he p edic o s, which a e ole ambigui y and ole con lic . he R- alue
ep esen s he mul iple co ela ion coe icien , indica ing he s eng h o he ela ionship be ween he
p edic o s and he ou come a iable.
Analysis o a iance
he analysis o a iance es s whe he he means o wo o mo e g oups a e signi ican ly di e en om
each o he . able 5 indica es he analysis o a iance indings as ollows: he F- alue is (16.9), DF (2,127),
and P- alue is (0.000). he P alue o less han 0.05 (p < 0.05) shows ha he a iables we e s a is ically
signi ican . he e o e, he model was signi ican .
Coe icien s
he coe icien able p o ides in o ma ion abou he size and di ec ion o he ela ionship be ween he
p edic o a iables ( ole ambigui y and ole con lic ) and he esponse a iable (emo ional exhaus ion). i
e eals he eg ession coe icien s, which indica e he magni ude o he e ec o each p edic o on he
ou come a iable. in his case, he coe icien able would display he alues o he eg ession coe icien
o ole ambigui y and i s s a is ical signi icance, as well as he eg ession coe icien o ole con lic and
i s s a is ical signi icance. hese coe icien s help de e mine he s eng h and di ec ion o he ela ion-
ships be ween he p edic o a iables and emo ional exhaus ion.
he e o e, he eg ession model is;
Emo ional Exhaus ion Y 1 398 X 149 X
()
=++.. .
919 0 0
12
Table 4. anoVa.a
Model sum o squa es D Mean squa e F sig
1 Reg ession 27.470 2 13.735 16.977 .000b
Residual 102.749 127 .809
o al 130.219 129
aDependen a iable: emo ional exhaus ion.
bP edic o s: (cons an ), ole con lic , ole ambigui y.
Table 5. Model summa y.
Model R R squa e adjus ed R squa e s d. e o o he es ima e
1 .459a.211 .199 .89947
aP edic o s: (cons an ), con lic a e age, ole ambigui y a e age.
