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The Role of Job Demands–Resources (JDR) between Service Workers’ Emotional Labor and Burnout: New Directions for Labor Policy at Local Government

Author

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  • Sunhee Kim

    (Department of Public Administration, Seowon University, Musimseoro 377-3, Cheongju 28674, Korea)

  • Jaesun Wang

    (Department of Public Administration, Honam University, 417, Eodeung-daero, Gwangsan-gu, Gwangju 62399, Korea)

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.

Suggested Citation

  • Sunhee Kim & Jaesun Wang, 2018. "The Role of Job Demands–Resources (JDR) between Service Workers’ Emotional Labor and Burnout: New Directions for Labor Policy at Local Government," IJERPH, MDPI, vol. 15(12), pages 1-31, December.
    • Handle: RePEc:gam:jijerp:v:15:y:2018:i:12:p:2894-:d:191199
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    References listed on IDEAS

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    1. Xiaoping Li & Mingyuan Zhang, 2015. "Rising to the Challenge," SAGE Open, , vol. 5(2), pages 21582440155, June.
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    Cited by:

    1. Miriam Benitez & Alejandro Orgambídez & Francisco J. Cantero-Sánchez & Jose M. León-Pérez, 2023. "Harmonious Passion at Work: Personal Resource for Coping with the Negative Relationship between Burnout and Intrinsic Job Satisfaction in Service Employees," IJERPH, MDPI, vol. 20(2), pages 1-10, January.
    2. Yong Yang & Fan Yang & Jingzhu Cao & Bo Feng, 2020. "The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry," IJERPH, MDPI, vol. 17(12), pages 1-21, June.
    3. Greta Mazzetti & Silvia Simbula & Chiara Panari & Dina Guglielmi & Alessio Paolucci, 2019. "“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health," IJERPH, MDPI, vol. 16(18), pages 1-13, September.
    4. Andrius Janiukštis & Kristina Kovaitė & Tomas Butvilas & Paulius Šūmakaris, 2024. "Impact of Organisational Climate on Employee Well-Being and Healthy Relationships at Work: A Case of Social Service Centres," Administrative Sciences, MDPI, vol. 14(10), pages 1-19, September.
    5. Gintarė Kalinienė & Dalia Lukšienė & Rūta Ustinavičienė & Lina Škėmienė & Vidmantas Januškevičius, 2021. "The Burnout Syndrome among Women Working in the Retail Network in Associations with Psychosocial Work Environment Factors," IJERPH, MDPI, vol. 18(11), pages 1-11, May.
    6. Chienchung Huang & Xiaoxia Xie & Shannon P. Cheung & Yuqing Zhou & Ganghui Ying, 2021. "Job Demands, Resources, and Burnout in Social Workers in China: Mediation Effect of Mindfulness," IJERPH, MDPI, vol. 18(19), pages 1-15, October.
    7. Zhihui Jia & Xiaotong Wen & Xiaohui Lin & Yixiang Lin & Xuyang Li & Guoqing Li & Zhaokang Yuan, 2021. "Working Hours, Job Burnout, and Subjective Well-Being of Hospital Administrators: An Empirical Study Based on China’s Tertiary Public Hospitals," IJERPH, MDPI, vol. 18(9), pages 1-13, April.
    8. Jasmina Tomas, 2021. "Occupational Self-Efficacy as a Mediator in the Reciprocal Relationship between Job Demands and Mental Health Complaints: A Three-Wave Investigation," IJERPH, MDPI, vol. 18(21), pages 1-18, November.
    9. Shae Wissell & Leila Karimi & Tanya Serry & Lisa Furlong & Judith Hudson, 2022. "“You Don’t Look Dyslexic”: Using the Job Demands—Resource Model of Burnout to Explore Employment Experiences of Australian Adults with Dyslexia," IJERPH, MDPI, vol. 19(17), pages 1-20, August.

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