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Socio-emotional and operational demands on service employees

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journal contribution
posted on 05.06.2015, 10:47 by I. Lings, G Durden, Nick Lee, John CadoganJohn Cadogan
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. © 2014 Elsevier Inc.

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Business Research

Volume

67

Issue

10

Pages

2132 - 2138

Citation

LINGS I. et al.,2014. Socio-emotional and operational demands on service employees. Journal of Business Research, 67(10), pp. 2132 - 2138

Publisher

© Elsevier Inc.

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2014

Notes

This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at http://dx.doi.org/10.1016/j.jbusres.2014.04.022

ISSN

0148-2963

Other identifier

S0148296314001660

Language

en