“…H3 (the mediating effect) is based on the findings of previous studies (e.g., Choi, Chu, & Choi, 2019;Coyne, 2016;Demircioglu, 2018) that emotional laborers can be heavy users of social media for work (i.e., frontline communication with customers) or for private purposes (i.e., relaxation and non-work personal communication). The intensity of their social media use may influence their level of emotional exhaustion, and this can be measured as the mediating effect of social media use (Charoensukmongkol, Moqbel, & Gutierrez-Wirsching, 2017;Han, 2018;Sriwilai & Charoensukmongkol, 2016;van Zoonen et al, 2016van Zoonen et al, , 2017.…”