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The Effect of Service Employee Emotional Labor on Job Burnout and Turnover Intention: Focusing on Employees in Coffee Shop Franchises

JO MI NA 1 Cha, Jae Bin 2

1수원대학교
2경민대학교

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ABSTRACT

This study was to assess the effects of service employee emotional labor on job burnout and turnover intention. The specific focus was on employees of coffee shop franchises. A total of 268 samples were carefully selected from franchise coffee shop employees from October 28th, 2015 to November 8th, 2015. The results were as follows. First, among the sub-dimensions of emotional labor, surface acting and deep acting had the most significant effect. Second, among the sub-dimensions of job burnout, the sub-dimensions of emotional exhaustion and depersonalization had a significant effect on turnover intention. However, reduced personal accomplishment did not have a significant effect on turnover intention. The suggestion of this study is that the emotional labor of franchise coffee shops’ employees is an important antecedent of emotional exhaustion among the sub-dimensions of job burnout, emotional exhaustion and depersonalization. Furthermore, among these categories, job burnout is the most important antecedent of turnover intention. So business managers need to pay close attention to prevent emotional exhaustion.

Citation status

* References for papers published after 2022 are currently being built.