Psychological Capital, Emotional Labour, and Burnout among Malaysian Workers

Abstract

Burnout, characterized by emotional exhaustion, depersonalization, and a diminished sense of personal accomplishment, is an occupational phenomenon now recognized by the World Health Organization. This study explores the interplay between psychological capital and emotional labour in contributing to burnout among workers in a Malaysian non-profit organization (NPO). Psychological capital encompasses positive psychological states such as self-efficacy, optimism, hope, and resilience. Emotional labour involves managing emotions to fulfil job roles, often requiring workers to present emotions that may not reflect their true feelings. The constant need to maintain these emotional displays can lead to emotional dissonance and burnout. Given Malaysia's demographic shifts towards an ageing population, the implications of burnout among NPO workers, who provide critical services to vulnerable groups, are significant. The high workload and emotional demands placed on these workers can result in chronic stress, emotional exhaustion, and a decrease in job performance and motivation. This study aims to fill the research gap by examining the specific factors that contribute to burnout in the Malaysian context, considering the unique cultural and social dynamics that may influence these relationships. The findings of this research can provide valuable insights for developing interventions to enhance psychological resilience and manage emotional labour more effectively among NPO workers. By addressing these challenges, organizations can support their workforce in maintaining high levels of service quality and personal well-being, which is crucial for the sustainability of NPOs and the well-being of the communities they serve.