Socio-emotional and operational demands on service employees

• Published in: Journal of business research 2014-10, Vol.67 (10), p.2132-2138
• Main Authors: Lings, Ian, Durden, Geoffrey, Lee, Nick, Cadogan, John W.
• Format: Article
• Language: English
• Subjects: Burnout; Customer services; Emotional exhaustion; Emotional labor; Emotions; Employees; Occupational psychology; Occupational stress; Organizational behavior; Organizational behaviour; Public relations; Role stressors; Self control; SEM; Studies; Survey; Well-being
• ISSN: 0148-2963; 1873-7978
• DOI: 10.1016/j.jbusres.2014.04.022

Enacting appropriate behaviors often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing emotions to act in a socially appropriate manner constitutes a form of labor: emotional labor. If labor demands exceed the resources of the employee, burnout arises, with negative consequences for overall psychological well-being and job performance. Similarly, task related activities engender role stress, which can also lead to burnout. Both task related role demands and socio-emotional demands are likely to be omnipresent in interpersonal interactions in service settings. Accordingly, this study sets out to investigate the simultaneous impact of these job demands on burnout in front line service professionals. Based on survey data collected from allied health service workers, the study findings strongly suggest that both socio-emotional demands and task related role demands are significant determinants of workplace stress and that their simultaneous effects on employee burnout can be large.