Title: Moderating Effects of Social Support through Relationship among Emotional Labor, Burnout and Turnover Intention: Focused on Employees in the Sports Center
Abstract: Purpose: The purpose of this study is to investigate regulation effects of social support through relationships among emotional labor, burnout and turnover intention. Thus, the study is to make new perception of emotional labor to the individual workers and to provide additional information of encourage collaboration on political, institutional and social aspects of emotional labor issues.BR Method: In this study, total 300 questionnaires were collected from 04 sports centers in Gwang-ju, but finally 224 questionnaires were utilized for data analysis. All data were analyzed by SPSS statistics program ver. 21.0 (frequency analysis, exploratory factor analysis, confirmatory factor analysis, internal consistency analysis (Cronbach’s α). Also, hierarchial regression analysis was used for verifying causal relationship and moderating effects of social support among emotional labor, burnout and turnover intention. The significance level was set at α=.05.BR Results: First, the surface behavior (sub-factor of emotional labor) influenced emotional exhaustion (subfactor of burnout). The impersonality (sub-factor of burnout) affected both inner and surface behavior (subfactor of emotional labor). Additionally, inner behavior positively influenced reduction of self-fulfillment (subfactor of emotional labor) but surface behavior negatively affected reduction of self-fulfillment. This result indicated that emotional exhaustion, impersonality and reduction of self-fulfillment were strongly related to social support, but emotional labor and burnout were not related with the social support. Second, the turnover intention of employees of sports center was decreased by the surface behavior and was also reduced by the social support. However, relationship between emotional labor and turnover intention was not affected by the social support.BR Conclusion: In the environment of emotional labor, burnout and turnover intention of employees in the sports center should be reduced by taking a psychological training program for improving the inner behavior. In addition, official manual of customer responses which is considering employee’s circumstance should be established. Also, they should have mentoring program with senior employees and peer collaboration program to communicate with colleagues. All of them should be considered individually and organizationally.
Publication Year: 2019
Publication Date: 2019-07-31
Language: en
Type: article
Indexed In: ['crossref']
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