Relationship between Emotional Labor and Intrinsic Job Satisfaction: The Moderating Role of Gender

Abstract

Using a wide range of excitements by service staff indicates the important role of emotional labor in such jobs, which affect their job satisfaction. This study examines the relationship between emotional labor and intrinsic job satisfaction among salespersons. The study is a descriptive study of correlation type and field survey. A population consisted of 248 salespersons working in seven chain stores were selected through simple sampling. Data collection tools are standard questionnaires whose validity and reliability have been confirmed. Obtained data were analyzed using descriptive and inferential statistics tests and structural equation modeling and regression analysis. The findings of the research indicate that there is a significant difference between the level of emotional labor, surface acting and deep acting between women and men. There is also direct relationship between emotional labor and intrinsic job satisfaction. Additionally, the effect of gender moderator on the relationship between emotional labor and intrinsic job satisfaction was confirmed.