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Emotional Labor and Burnout: The Moderating Effect of Autonomy and Social Supports

The Korean Journal of Health Psychology / The Korean Journal of Health Psychology, (P)1229-070X; (E)2713-9581
2007, v.12 no.4, pp.905-921
https://doi.org/10.17315/kjhp.2007.12.4.014




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Abstract

The purpose of this study is to find the effect of emotional labor(surface acting, deep acting) on burnout(exhaustion, cynicism) and to examine the moderating effect of job resources(autonomy, social supports) in hotel service job. Exhaustion and cynicism were influenced by surface acting. The relation between surface acting and exhaustion was moderated by autonomy, while the relation between surface acting and cynicism was moderated by support of coworkers. But, deep acting did not influence on exhaustion and cynicism. This results consist with previous studies that deep acting bring more positive effect than surface acting and suggest that autonomy and social supports influence on exhaustion and cynicism separately. Research limitations and several suggestions are discussed.

keywords
emotional labor, surface acting, deep acting, burnout, autonomy, social supports, emotional labor, surface acting, deep acting, burnout, autonomy, social supports, 정서노동, 표면행동, 내면행동, 직무탈진, 자율성, 사회적 지지

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