Emotional Labor Predicts Burnout: Evidence from A Micro Level Analysis of Banking Sector in Kashmir
Keywords:
Burnout, Emotional labor, Faking emotion, Hiding emotion, Deep actingAbstract
The present study made an attempt to assess the relationship between emotional labor and burnout among employees working in the banking sector. The sample for the study consisted 225 respondents of which 71.6% were males and 28.4% females with a mean age score of 3.02±1.02 (range from 30-40 years), it was found that the 55.6% of employees in the study belonged to the managerial level while as 44.4% of employees were from clerical level. Hiding emotion and dimensions of burnout were found statistically significant among the gender. The study also revealed that the hiding and faking emotion was positively and significantly related to burnout and deep acting was negatively related to burnout.
References
Bayram, N., Aytac, S., & Dursun, S. (2012). Emotional labor and burnout at work: a study from Turkey. Procedia-Social and Behavioral Sciences, vol 65, pp 300-305.
Brotheridge, C. M. (2006). The role of emotional intelligence and other individual difference variables in predicting emotional labor relative to situational demands. Psicothema, 18(Suplemento), pp 139-144.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, vol 60(1), pp 17-39.
Chang, C. P., & Ju-Mei, C. H. I. U. (2009). Flight attendants’ emotional labor and exhaustion in the Taiwanese airline industry. Journal of Service Science and Management, vol 2(04),pp 305
Choi, Y. G., & Kim, K. S. (2015). The influence of emotional labor on burnout: Centered on the stress coping strategy and moderating effect of social support. International Journal of Social Science and Humanity, vol 5(7), pp 583.
Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes (Doctoral dissertation, Virginia Polytechnic Institute and State University).
Diefendorff, J.M., Croyle, M.H., Gosserand, R.H.(2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior., Vol. 66 (2), pp. 339-357.
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M., & Greguras, G. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of Applied Psychology, vol 100(3), pp 863.
Ghalandari, K., Jogh, M. G. G., Imani, M., & Nia, L. B. (2012). The effect of emotional labor strategies on employees job performance and organizational commitment in hospital sector: moderating role of emotional intelligence in Iran. World Applied Sciences Journal, vol 17(3), pp 319-326
Ghalandari,Mortazavi,Abbasi &Jogh,(2012). The effect of emotional labor on emotional exhaustion in banking services:the role of iranian emotional intelligence. Research Journal of Applied Sciences, Engineering and Technology vol 4(12): pp 1794-1800.
Grandey, A.. (2000). Emotion Regulation In The Workplace: A New Way To Conceptualize Emotional Labor. Journal of Occupational Health Psychology,vol 5, pp 95-110
Hochschild, A. R. (1979). Emotion Work, Feeling Rules, And Social Structure. American Journal of Sociology, vol. 85(3), pp 551–575
Himanthi &Arachchige(2014). Emotional Labour and Job satisfaction: A Case Study on Bank Tellers in Sri Lanka, Human Resource Management Journal, vol 2(2), pp 28-36
Iltaf, H., & Gulzar, A. (2013). Impact of expressivity and impulse strength on burnout and turnover intentions: Mediating role of deep acting. Journal of Business and Management, vol 7(4),pp 62-7.
Karakas,A (2017). Relationship Between Emotional Labor, Burnout and Turnover Intention: A Study on Hotel Business Employees. Journal of Business Research Turk, vol.1(9),pp80-112
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, vol. 27(2), pp 151-161.
Kristensen, T. S., Borritz, M., Villadsen, E., & Christensen, K. B. (2005). The Copenhagen Burnout Inventory: A new tool for the assessment of burnout. Work & Stress, 19(3), 192-207.
Lee, R. T., & Brotheridge, C. M. (2011). Words from the heart speak to the heart: A study of deep acting, faking, and hiding among child care workers. Career Development International, vol 16(4), pp 401-420
Lazányi, K. (2010). Emotional labor and its consequences in health-care setting. In Proceedings of FIKUSZ’10 Symposium for Young Researchers, Budapest-Hungary (pp. 149-156).
Lee, R. T., Lovell, B. L., & Brotheridge, C. M. (2010). Relating physician emotional expression to shared understanding and shared decision-making with patients. International Journal of Work Organisation and Emotion,vol 3(4), pp 336-350.
Maslach, C., & Jackson, S. E. (1984). Patterns of burnout among a national sample of public contact workers. Journal of Health and Human Resources Administration, pp 189-212
Maslach, C., Jackson, S.E (.1981). The measurement of experienced burnout. In: Journal of Organizational Behaviour. 1981, Vol. 2 (2), pp. 99-113
Morris, J.A., Feldman, D.C. (1996). The dimensions, antecedents, and consequences of emotional labor.: Academy of Management Review. 1996, Vol. 21 (4), pp 986-1010
Montgomery, A. J., Panagopolou, E., de Wildt, M., & Meenks, E. (2006). Work-family interference, emotional labor and burnout. Journal of Managerial Psychology, vol 21(1),pp 36-51
Naring, Breit and Browers, (2007). Beyond demand-control: Emotional labor and symptoms of burnout in teachers, Work & Stress, 20, pp 303-315.
Pandey, J., & Singh, M. (2015). Donning the mask: effects of emotional labour strategies on burnout and job satisfaction in community healthcare. Health policy and planning, 31(5), 551-562.
Sadien, A. (2010). The effect of stress, burnout and emotional labour on intention to leave amongst call centre employees (Doctoral dissertation, University of the Western Cape).
Zhang, Q. and Zhu, W. (2008) Exploring Emotion in Teaching: Emotional Labor, Burnout, and Satisfaction in Chinese Higher Education, Communication Education, 57(1), 105-122.
