Abstract
Recently, research on service workers’ emotional labor has received considerable attention, both in theory and practice. Emotional labor has been reported to cause both stress and burnout in service workers, eventually leading to a decrease in organizational productivity. In this context, there is also a growing interest in identifying ways to reduce such burnout. This study aimed to examine the influence of emotional labor and job demands–resources (JD–R) on service workers’ burnout. Specifically, we analyzed the direct, indirect, and moderating effects of JD–R on burnout. Data were collected from service workers (N = 1517) in public sectors. Results revealed that three dimensions—emotional labor, intensity/variety, and surface acting—increase burnout, whereas deep acting decreases it. Additionally, job demands were found to increase burnout, while job resources decreased it. Among the job demands, customer contact had the greatest positive impact on burnout, followed by role ambiguity and workload, respectively. Among the job resources, self-efficacy and social support had the greatest negative impact on burnout. Finally, customer contact, role ambiguity, job autonomy, and social support were identified as moderators that worsened or buffered the impact of emotional labor on burnout.
Highlights
As the service industry grows, the number of service workers and their importance have been increasing
High role ambiguity constrains the impact of deep acting on burnout
Emotional labor was found to have a systematic impact on burnout
Summary
As the service industry grows, the number of service workers and their importance have been increasing. Service workers include flight attendants, office assistants, clerks, teachers, police officers, nurses, salespeople, call-center employees, etc. Those in the service field usually have intensive interactions with customers, process their requests, and produce outputs while mobilizing their emotional resources. Brotheridge and Grandey [1] explained that “people work” is one of the main characteristics of service labor. They found significant differences in the nature of prototypical emotional occupations and burnout jobs, as well as the existence of a hierarchy of emotional labor expectations and demands
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