ABSTRACT

The purpose of this study is to observe the consequences of emotional labor in call center employees. The model structured for the process of this test was to distinguish emotional labor into surface acting and deep acting, and setting job burn-out, work-family conflict and organizational citizenship behavior as dependent variable. To moderate emotional labor and outcome variables, the test has set social support to adjust the relations among them. This study tries to provide a better understanding of the relationship between emotional labor and results such as job burnout, work-family conflict, and organizational citizenship behavior. Data were collected through a questionnaire survey of 468 call centers' employees. Results showed that surface acting proved to be strongly significant and positively related to both job burnout and work-family conflict, negatively related to organizational citizenship behavior(altruism, conscientiousness). Deep acting of emotional labor negatively related to job burnout, and positively related to organizational citizenship behavior(altruism, conscientiousness). However the test could not verify significant relations between work-family conflict and Deep acting of emotional labor. This study also examined the moderating effect of social support between emotional labor and outcomes, but no significant relation was to be found. Finally, the implications and limitations of this study were discussed.

KEYWORD

Emotional labor, Job burnout, Work-family conflict, Organizational citizenship behavior, Social support

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