International Journal of Stress Management

, Volume 9, Issue 4, pp 345–355

Aggressive Behavior of Passengers, Conflict Management Behavior, and Burnout Among Trolley Car Drivers

  • Dirk van Dierendonck
  • Nicole Mevissen

DOI: 10.1023/A:1019938501306

Cite this article as:
van Dierendonck, D. & Mevissen, N. International Journal of Stress Management (2002) 9: 345. doi:10.1023/A:1019938501306


A sample of 96 trolley car drivers was used to investigate the relationship between aggressive behavior of passengers and burnout, the moderating effect of conflict management behavior of the drivers on this relationship; and the influence of burnout on customer-friendliness, passenger complaints, and absenteeism. The results show that aggressive behavior of passengers was related to all 3 burnout dimensions. The relationship of aggressive behavior of customers and professional efficacy was qualified by 2 significant interactions with 2 conflict management behavior styles: forcing and avoiding. The interactions showed that too much forcing as well as too much avoiding are related to less professional efficacy for drivers confronted with aggressive behavior. Passenger complaints were only related to less professional efficacy. The customer-friendliness of the drivers was related to less cynicism and more professional efficacy. Absenteeism was only related to exhaustion.

burnoutconflict managementabsenteeismconflictscustomer-friendliness

Copyright information

© Human Sciences Press, Inc. 2002

Authors and Affiliations

  • Dirk van Dierendonck
    • 1
  • Nicole Mevissen
    • 2
  1. 1.Dept. of Work and Organizational PsychologyUniversity of AmsterdamAmsterdamThe Netherlands
  2. 2.Dept. of Work and Organizational PsychologyUniversity of AmsterdamThe Netherlands