The Interaction Effect Crisis Communication on Emotional Exhaustion: A Study on the Banking Sector of Pakistan

Abstract

In this study the researcher wants to examine the impact of crisis communication on employee’s emotional exhaustion with mediating role of perceived uncertainties in the banking sector of Gujranwala district of Pakistan with the moderating impact of organizational intransigence, which may cause workers to rely less on official communication to alleviate those doubts. Moreover, this study analyses the impact of crisis communication on the perception of uncertainty based on uncertainty reduction theory. Furthermore, the moderating influence of social support in terms of perceived uncertainties on the relationship between crisis communication and emotional exhaustion is investigated in this study. 300 sample sizes are used by the investigator in this study, however 298 responses were selected for final analysis. Employees from all private banks completed a questionnaire in all over the Pakistan. The SPSS and process by Hayes used for the outcome analysis. SPSS is used for demographic results, Cronbach’s alpha and Pearson’s model correlation. Results of significances of variables would be determined in process by HAYES. Results indicates that Crisis communication has correlation with emotional exhaustion. Crisis communication also has significant negative relationship with emotional exhaustion. Moreover, crisis communication has a negative and significant relationship with perceived uncertainties. Perceived uncertainties have a positive and significant impact on emotional exhaustion. However, perceived uncertainties play a mediating role among crisis communication and emotional exhaustion Practical Implications.