본문 바로가기
  • Home

The Effects of Police Officers’ Emotional Labor on Burnout and Organizational Effectiveness: Exploring the Moderating Role of Social Support

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2015, 26(2), pp.353-383
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

Jung Chul Lee 1 Jung Wook Lee 2 Yoon Jik Cho 2

1연세대학교 행정학과
2연세대학교

Accredited

ABSTRACT

This study investigates how the emotional labor of street-level police officers affects burnout and organizational effectiveness. It also explores the role of social support that moderates the relationships between emotional labor and expected outcomes. Conducting a survey of 400 police officers working in the Seoul Metropolitan area, this research implements OLS regression analysis to examine the effect of emotional labor. The analysis result confirms the negative effects of emotional dissonance, one of the dimensions of emotional labor. It depletes the emotions and facilitates dehumanization. It also decreases organizational commitment and job involvement, while increasing turnover intention. On the other hand, the analysis demonstrates the positive role of social support by supervisors and colleagues. It directly decreases burnout and increases organizational effectiveness. Furthermore, it indirectly contributes to organizational effectiveness by moderating the negative effect of emotional labor. In other words, when social support is high, the negative effect of emotional labor on burnout and organizational effectiveness is relieved to some extent. Altogether, the analysis result implies that a systematic treatment of emotional labor is required and social support has a potential as a managerial tool to alleviate the negative effects of emotional labor.

Citation status

* References for papers published after 2023 are currently being built.