An empirical analysis of emotional labour, job satisfaction and job burnout
An empirical analysis of emotional labour, job satisfaction and job burnout

Summary/Abstract: The aim of this present study was to examine the link between job satisfaction, emotional labour and job burnout. Specifically, we focused on the relationship between two forms of emotional labour – surface acting and deep acting – and the three dimensions of job burnout – emotional exhaustion, depersonalization and reduced personal accomplishment. Participants in this study (N = 121) completed questionnaires for measuring job burnout, emotional labour and job satisfaction. The results of our study revealed the fact that a greater use of surface acting and deep acting is associated with a higher level of emotional exhaustiveness and depersonalization, whereas a higher level of job satisfaction is associated with a lower level of emotional exhaustion, depersonalization and more personal accomplishment. Also, the regression analysis showed that job satisfaction is a significant predictor for all forms of job burnout. Results highlight the need to pay attention to not only the clients but also to the job environment in order to mitigate the possible harmful effects of their work.

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