Volume 12 Num. 2 - June 2012
Construct of Emotional Labour and its Relationships with Burnout
Volume 12 Num. 2 - June 2012 - Pages 219-244
Richard Mababu Mukiur
This study examines the dimensions of Emotional Labour (EL) through the reliability and validity of Emotional Labour Questionnaire (TREMO), and determines the relationship between EL and Burnout in a multi-occupational sample. Emotional Labour refers to the expression of desirable emotions in the organization to influence relationship with customers or users. Previous studies underline the correlations between Emotional Labour and Burnout as response to chronic interpersonal and emotional stress at work, and which includes three components: emotional exhaustion, depersonalisation and personal accomplishment. The sample of this study consists of 594 participants (cashiers, sales agents and waiters). The factor analysis has been used as the main technique to explore the dimensions of the Emotional Labour and the correlations and regression analysis have been performed to analyse the relationship between the Emotional Labour and Burnout. The results of this study show adequate psychometric data on reliability, construct, and criteria validity for the evaluation of EL with the TREMO Questionnaire. This study also identifies five dimensions of Emotional Labour in which the Expression of Positive Emotion (EE) explaining the highest percentage of the variance. Furthermore, this study determines the existence of significant relations between the dimensions of Emotional Labour and Burnout.
emotional labour, burnout, organizational rules, emotional exhaustion, emotional dissonance
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