Emotional Labor and Burnout in South Korea

Abstract

Examined and organized the precedent researches on emotional labor, burnout, stress coping strategy, and social support, and conducted surveys with questionnaires, targeting the workers at department stores and hotels. A hierarchical regression analysis and hierarchical moderated regression analysis were conducted. The result of the study showed that as the frequency of emotional labor increased and surface acting increased, emotional exhaustion increased, and as deep acting increased, emotional exhaustion decreased. The moderation effect of the stress coping strategy and social support were partially adopted. This study's point of implication is that it confirmed a positive aspect that deep acting of emotional labor decreased emotional exhaustion unlike the existing study on emotional labor focused on the negative results. Also, the study experimented with the stress coping strategy as a moderating variable between emotional labor and burnout for the first time, showed that there was a moderation effect, and showed the necessity for educating coping skills centering on these aspects and developing diverse programs.