Samenvatting

The vitality of frontline professionals is under pressure, as evidenced by increased absenteeism and staff turnover. A recent development that may influence this is the heightened emphasis on customisation. Customisation can lead to better service delivery but also places a heavy responsibility on individual professionals. Research primarily focuses on factors that facilitate customisation and its effects on the population, but little is known about how professionals experience customisation. Therefore, this study focuses on the relationship between delivering customisation and the vitality of professionals. Based on survey research among 961 professionals in 84 Dutch social care and youth care teams, this study shows that the effect of customisation on vitality depends on their perceived workload. Only among professionals who perceive they have sufficient time to deliver customisation does it lead to an increased sense of autonomy and thus greater vitality. Among professionals with a high workload, customisation is negatively correlated with their vitality.