|
KMID : 0389420140220020097
|
|
Korean Journal of Stress Research
2014 Volume.22 No. 2 p.97 ~ p.107
|
|
|
The Banker to Engage in Emotional Labor’s Stresses and Burnout
|
|
Kim Sung-Jin
Hong Chang-Hee
|
|
|
Abstract
|
|
|
|
The purpose of this study was to investigate the relation of emotional labor’s job stresses, customer-related stressors, ego-resilience, tenure of office with burnout. Participants were 530 bankers (269 men and 261 women) working at bank branches in B city and surrounding area. Age of participants was 20∼52 years old, with a mean age of 36.26 years old (SD=7.28). They completed a set of questionaries on customer-related stressors, job stresses, burnout, type of emotional labor, and ego-resilience. Data were analyzed with Pearson’s simple correlation, multiple regression analysis, and one-way ANOVA. The results were as follows. First, stepwise multiple regression analysis showed 4 variables (job stress, surface acting, ego-resilience and customer-related stressor) explained 54% variance of burnout. The job stress has the most power with a explanation and surface acting type of emotional labor has shown to further increase the burnout. Second, ego-resilience showed negative correlation with job stress and burnout. Third, bankers who had longer career were more skilled at deep acting type of emotional labor. Finally, implications and limitations of this study and suggestions for future studies were discussed.
|
|
|
KEYWORD
|
|
|
Emotional labor, Burnout, Job stresses, Customer-related stressors, Ego-resilience
|
|
|
FullTexts / Linksout information
|
|
|
|
|
|
Listed journal information
|
|
|
|