Investigating how Emotional Labor in Service-Oriented Jobs Customer Service Contributes to Interpersonal Conflicts and Employee Well-being
Year: 2024
Type: article
Study design: Observational Study
Abstract: This study investigates the impact of emotional labor on employee well-being and interpersonal conflicts in service-oriented industries, with a particular focus on the moderating role of organizational support. Utilizing a quantitative research design, data were collected from 200 employees working across various sectors, including retail, hospitality, healthcare, and customer service, using a self-administered questionnaire. The survey included validated scales measuring emotional labor, employee well-being (including burnout and job satisfaction), interpersonal conflicts, and organizational support. Correlation and regression analyses, followed by post-hoc tests, revealed that emotional labor is significantly correlated with both burnout and job satisfaction, indicating that higher emotional labor is linked to increased burnout and decreased job satisfaction. Furthermore, the analysis showed that organizational support acts as a significant moderator, alleviating the negative effects of emotional labor on employee well-being. Specifically, the presence of supportive organizational practices mitigated the impact of emotional labor, enhancing employees' ability to manage emotional demands and leading to reduced burnout and increased job satisfaction. These findings underscore the importance of creating supportive work environments, particularly in service industries, to help employees better cope with emotional labor demands and improve their overall well-being.
Authors: Naveed Rafaqat Ahmad, Sakhy Mehmood, Abdullah Javed, Rimsha Akhtar
Institution: National University of Sciences and Technology
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4407062322