J Korean Acad Oral Health.  2014 Mar;38(1):50-58.

The effects of emotional labor on burnout, turnover intention, and job satisfaction among clinical dental hygienists

Affiliations
  • 1Department of Dental Hygiene, Graduate School of Public Health, Gachon University, Incheon, Korea.
  • 2Department of Dental Hygiene, Kyungdong University, Wonju, Korea.
  • 3Department of Dental Hygiene, Gachon University College of Health Science, Incheon, Korea. junseon@gachon.ac.kr

Abstract

OBJECTIVES: The purpose
of this study was to evaluate the effects of emotional labor on burnout, turnover intention, and job satisfaction.
METHODS
Dental hygienists were surveyed over a period of 13 days during March, 2013. Data from the completed questionnaires (N=202) were analyzed using the t-test, one-way ANOVA, Pearson's correlation, and hierarchical multiple regression.
RESULTS
Higher levels of emotional labor resulted in higher levels of burnout and turnover intention, as well as lower levels of job satisfaction. The variable showing the largest mediating effect between emotional labor and burnout was emotional intelligence. Supervisor support had the largest mediating effect between emotional labor and turnover intention, as well as emotional labor and job satisfaction.
CONCLUSIONS
To reduce the negative effects caused by emotional labor, it is necessary to foster the development of emotional intelligence and self-efficacy of employees. Employers' efforts to improve supervisor and colleague support for the employees should be made to reduce such negative effects.

Keyword

Burnout; Emotional intelligence; Emotional labor; Self-efficacy
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