The Influence of Emotional Labor and Job Stress on Burnout for Customer Service Representative in Information Service Industry–The Moderating Effect of Sense of Humor

• Main Authors: Hsing-Yi Li, 李星儀
• Other Authors: Chin-Yeu Chen
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/86j4br

碩士 === 世新大學 === 企業管理研究所(含碩專班) === 100 === 　　Nowadays, since it is a service-oriented age, the companies which offer the best service can create the real value for customers, and the customer service representatives（CSRs）play an important role in the service process. In other words, companies should pay more attentions to doing customer service and improve the ways of emotion expression of CSRs. Due to CSRs are highly emotional labor, and their working pressure are higher than other workers in the companies. When CSRs’ emotion and workload are overloading to exceed individual tolerance, their working pressure will gradually rise and prone to burnout eventually. At this time, CSRs’ emotional expression and adjustment are very important. Therefore, the study uses the sense of humor to mediate the effects of the CSR’s emotional labor and job stress on burnout. 　　The study randomly selected 268 samples from information service industry to conduct a questionnaire survey for collecting data, and performed the analysis of structural equation modeling for testing hypothesis. The results indicated that worker’s emotional labor might positively affect both worker’s burnout and job stress. Subsequently, worker’s job stress could positively influence their burnout, and a partial mediation effect of job stress was confirmed. Besides, the study found that the sense of humor could moderate the relationship between worker’s emotional labor and job stress. As a Result, some managerial implications and suggestions for practice and further research were proposed.