An Empirical Study On The Effects Of Emotional Labor On Job Burnout And Turnover Intention In Service Jobs

It is accelerating developed that economic globalization and China's economic modernization,the third industry which also called the service industry occupies an increasingly proportion in the economic structure and more and more people enter the service positions.But problems also follow,in addition to physical labor,the characteristics of service-related jobs make the employees worked with more emotional labor.Therefore,the psychological pressure which from emotional labor can have different degrees of potential negative influence on the employee's work attitude and work behavior and work results,and then job burnout could be caused,which even results in the decrease of the occupational stability.In this paper,through empirical investigation to explore the emotional labor influence on job burnout and turnover intention,and whether the job burnout plays the role of intermediary effect.which provide more and better solutions for managers to solve problems of job burnout and even leaving that caused by emotional labor.By convenient sampling method,this paper investigated 326 employees of the Mobile Corporation in four areas of Henan province,and taking the Emotional Labor Scale(ELS),Maslach Burnout Inventory(MBI)and Turnover Intention Scale as measurement tools to construct the research model and hypothesis by the domestic and foreign relevant theory concludes.Then this thesis analyzed the questionnaire by application of SPSS data analysis.In this approach,analysis of variance(ANOVA),correlation analysis and regression analysis are applied to research the logical correlations between three variables,it also verified the proposed hypothesis.Specific conclusions are as follow: first,the emotional labor of the service staff shows significant differences in personal characteristics.Through the differential analysis of emotional labor,job burnout and turnover intention,it obtains the following consequences that the differences of surface acting are gender,age,hire date and marital status,and the significant differences of deep acting are gender and job categories;natural acting has significantly difference in gender,age,length of service,marital status and job category.Second,the emotional labor of service staffs shows a significant impact on job burnout and turnover intention.By analyzing the correlation of three variables,it obtains that a significant positive correlation between the surface acting and emotional exhaustion,depersonalization and turnover intention while the deep acting and natural expression just the opposite.The analysis means that the influence of emotional labor on job burnout and turnover intention is bidirectional,both positive and negative.Third,as an intermediary variable,job burnout affects on impact mechanism in turnover intention of surface acting and natural acting.Through further regression analysis,it found that the job burnout of staffs plays a part intermediary role in surface acting and natural acting,while the deep acting doesn't play an intermediary role in turnover intention at all.Based on the research conclusion,this paper puts forward two kinds of intervention suggestions about emotional labor and job burnout from the perspectives of individual and enterprise respectively,which providing theoretical reference for enterprises to manage and retain talents in a better way.