Exploration of predictive variables of emotional labor in subordinate roles and verification of the relations model between emotional labor and burnout

Abstract

The purpose of this study was to (1) explore the predictive variables of emotional labor(surface acting and deep acting) in relations with supervisors in terms of individual, relational and organizational perspective, (2) examine the relationship between emotional labor and burnout(emotional exhaustion, cynicism and inefficacy), and (3) propose and test the relations model of emotional labor with predictors and criterion. A total of 435 employees working at various companies in Korea participated in an on-line survey, and 401 data were used for statistical analysis after elimination of inadequate sample. The results showed that individual positive affective, negative affective, supervisor's defensive communication style and hierarchical organizational culture affected surface acting, while deep acting was influenced by individual affects and hierarchical organizational culture. In addition, the result of hierarchical regression analysis demonstrated that surface acting affected all of three factors of burnout, whereas deep acting affected cynicism and inefficacy. All of the fit indices of the relations model of emotional labor were acceptable, supporting the validity of the model. On the basis of the results, the implications and future research directions were discussed.