A Study Of The Relationship Between Emotional Labor And Job Burnout Of Urban Managemnet Officers

Emotional labor attract much attention nowadays. It is a kind of form oflabor and not treated as good or bad, but it will impose both positive andnegative influences to organizations and individuals at the same time. And jobburnout is a prevalent phenomenon in workplace, which adversely affectsindividual health and organizational performance. Hochschild linked emotionallabor and job burnout for the first time and laid the foundation for furtherresearches. Although there have been some related researches on employees inservice department, no one concerned about urban management officers’emotional labor. Typically, urban management officers are emotional labors inpublic departments. However, they suffer from a lot of criticism. In thisbackground, the research that investigates how their emotional labor affects jobburnout as well as the intervention mechanism becomes especially significant.Based on the theory of conservation of resource, this work built up a theoretical moderator model with the perceived coworker support and organizationalsupport.Based on the review of literature and interview, this study conductsquestionnaire survey of467urban management officers in Shanghai. Thetheoretical model is verified by analyzing the data, and we get the followingconclusions:1. The emotional labor of urban management officers has significantpositive influences on the job burnout, concretely speaking, it has significantpositive influences on emotional exhaustion and depersonalization.2. Perceived coworker support can moderate the relationship betweenemotional labor and job burnout, concretely speaking, it can buffer the positiverelationship between emotional labor and emotional exhaustion, and it plays thesame role between emotional labor and depersonalization.3. Perceived organizational support can moderate the relationship betweenemotional labor and job burnout. It works by mitigating the positive influencesof emotional labor on depersonalization and enhance the positive effects ofemotional labor on the personal accomplishment.