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Emotional Labor and Job Burnout and Job Engagement: The Moderating Effect of Emotional Intelligence

Abstract

The purpose of this study is to examine the effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout(exhaustion, cynicism) and job engagement (professional efficacy, vigor, dedication, absorption) using a sample of 189 workers in department store. The results were as follows. First, surface acting and deep acting were unique predictor of job burnout and job engagement, respectively. Second, emotional intelligence was positively related to deep acting, was not related to surface acting. Third, emotional intelligence showed a moderating role in a relationship between deep acting and job engagement. That is, the role of emotional intelligence was not a buffering effect, but works as a facilitator in a relationship between deep acting and job engagement. Finally, the limitations and future research issues were discussed.

keywords
emotional labor, surface acting, deep acting, emotional intelligence, job burnout, job engagement, 정서노동, 표면행위, 내면행위, 정서지능, 직무탈진, 직무열의

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