The Relationship Among Emotional Labor, Emotional Intelligence And Job Burnout

The competition in the workplace becomes increasingly intense.The white-collar should express suitable emotional behavior so as to survive.However,when they show good temper to the public,they are actually in a dysphoric mood.If the white-collars can't regulate their emotions rightly,long-period emotional cost may lead to negative psychological and emotional state.With an eye to emotional view,the study explored the relationships among emotional labor(which includes Perceived Emotional Display Rule and Emotional Regulation strategies),emotional intelligence and job burnout.It used the method of questionnaire survey,and the employee sample is from several companies in Shanghai area.On the basis of sum-up and pack-up of the domestic and foreign relevant research and literatures,the study proposed a hypothetic model.By taking several methods,such as Exploratory Factor Analysis,Confirmatory Factor Analysis and Regression Analysis,the study obtained conclusions as follows:Firstly,Emotional Labor process:"Peceived demands to express positive emotions" may positively forecast "Deep Acting";"Peceived demands to suppress negative emotions" may positively forecast "Surface Acting".Secondly,"Perceived Emotional Display Rule" has direct effect on Job Burnout: "Peceived demands to express positive emotions" may negatively forecast "emotional exhaustion";"Peceived demands to suppress negative emotions" may positively forecast "emotional exhaustion" and "depersonalization".Thirdly,"Deep Acting" partially acts as the mediator between "Peceived demands to express positive emotions" and "emotional exhaustion",and completely between "Peeeived demands to express positive emotions" and "lack of personal accomplishment"."Surface Acting" partially acts as the mediator between "Peceived demands to suppress negative emotions" and "emotional exhaustion",and between "Peceived demands to suppress negative emotions" and "depersonalization".Fourthly,Emotional Intelligence has direct effect on Job Burnout:"Self Emotional Appraisal" may negatively forecast "depersonalization" and "lack of personal accomplishment";"Other's Emotional Appraisal" may negatively forecast "emotional exhaustion";"Use of Emotion" may negatively forecast "lack of personal accomplishment".Fifthly,"Self Emotional Appraisal" acts as the moderator between "Deep Acting" and "lack of personal accomplishment";"Other's Emotional Appraisal" acts as the moderator between "Surface Acting" and "emotional exhaustion",between "Surface Acting" and "depersonalization",and between "Peceived demands to suppress negative emotions" and "emotional exhaustion";"Regulation of Emotion" acts as the moderator between "Peceived demands to suppress negative emotions" and "depersonalization".The results provide useful suggestions on how to maintain employees' physical and psychological health,how to select and arrange employees,and how to do training and management.