A Study on the Effects of Emotional Labor on Counterproductive Work Behavior via Burnout

강미영,; Young, Han， Na; Bae, S.

doi:10.29214/damis.2017.36.1.016

managementinformationsystemsreview

2017

DOI: 10.29214/damis.2017.36.1.016

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A Study on the Effects of Emotional Labor on Counterproductive Work Behavior via Burnout

강미영 강미영¹,

Han， Na Young²,

S. Bae³

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Cited by 4 publications

References 31 publications

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The association of emotional labor and workplace violence with health-related productivity loss

Ko,

Kim,

Cho

et al. 2024

Journal of Occupational Health

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Objectives This study explored the association between emotional labour and workplace violence with health-related productivity loss (HRPL). Methods We used the initial dataset from a survey known as the Korean Work, Sleep, and Health Study, an ongoing nationwide panel study initiated in 2022. To assess emotional labour, the study included 2386 workers who worked in customer service. The Korean Workplace Violence Scale-13 and the Korean Emotional Labour Scale-11 were used to assess the level of exposure to workplace violence, and the intensity of emotional labour, respectively. The Work Productivity and Activity Impairment Questionnaire was used to measure HRPL, including absenteeism and presenteeism. We examined differences in HRPL based on workplace violence and emotional labour using generalised linear regression models. Results HRPL increased with an increase in workplace violence and emotional labour scores. Notably, the mean HRPL was highest in high-risk group of both workplace violence and emotional labour. The mean HRPL increased as the number of 'high-risk' components for workplace violence and emotional labour increased. All the workplace violence and emotional labour components exhibited higher HRPL in the 'high-risk' groups compared to the 'low-risk' groups. Conclusions Our study showed that both emotional labour and workplace violence are associated with reduced productivity.

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The association of emotional labor and workplace violence with health-related productivity loss

Ko,

Kim,

Cho

et al. 2024

Journal of Occupational Health

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A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

Li,

You,

2024

BMC Psychol

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Background This research investigated the interplay of emotional labor, job burnout, and leader-member exchange on turnover intentions among office workers in South Korea. Methods An online survey was conducted with 333 employees working in Korean small- and medium-sized enterprises. The target sample consisted of in-house employees who do not deal with external customers. All the measurement and structural models of this study were analyzed using SPSS 27.0 and Amos 28.0. Results The survey revealed that emotional labor indirectly influenced turnover intentions via job burnout and leader-member exchange. Deep acting intensified job burnout, thereby elevating turnover intentions, while surface acting mitigated job burnout. Conclusions The findings underscored the importance of managing emotional labor and job burnout and fostering robust leader-member relationships to reduce staff turnover. Moreover, leader-member exchange was found to mitigate the effects of emotional labor on job burnout and turnover intention, with higher leader-member exchange reducing the negative impact of deep acting on turnover intention through job burnout.

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The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks

Yang

Lee

2019

Korean J. Ind. Organ. Psychol.

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The purpose of this study is to examine the moderated mediating effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks. A total of 288 securities clerks were asked to complete the questionnaires and the data were analyzed using SPSS 23.0 and Mplus 7.0. The results were as follows. First, surface acting had no significant effect on job satisfaction. Seocond, deep acting had significantly positive effect on job satisfaction. Third, surface acting were found to have significantly positive effect on job burnout. Fourth, deep acting were found to have significantly negative effect on job burnout. Fifth, job burnout is shown to have significantly negative effect on job satisfaction. Sixth, a mediating model showed that an association between surface acting and deep acting and job satisfaction were partially mediated by job burnout. Seventh, emotional intelligence showed the moderated mediating effect of deep acting and job burnout on job satisfaction. Finally, the implications and limitation of the present study are discussed.

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A Study on the Effects of Emotional Labor on Counterproductive Work Behavior via Burnout

Cited by 4 publications

References 31 publications

The association of emotional labor and workplace violence with health-related productivity loss

The association of emotional labor and workplace violence with health-related productivity loss

A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks

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