ORIGINAL PAPER
The relationship between emotional labor and professional burnout:
A comparative analysis between work of teachers and employees of commercial service sector
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Wyższa Szkoła Bankowa w Poznaniu / WSB University in Poznan, Poznań, Poland
(Wydział Finansów i Bankowości, Instytut Zarządzania / Faculty of Finance and Banking, Institute of Management)
Online publication date: 2017-06-26
Corresponding author
Agnieszka Springer
Wyższa Szkoła Bankowa w Poznaniu,
Wydział Finansów i Bankowości, Instytut Zarządzania, ul. Powstańców Wielkopolskich 5, 61-895 Poznań
Med Pr Work Health Saf. 2017;68(5):605-15
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ABSTRACT
Background: Nowadays more and more employees are required to perform emotional labor (EL) which means that they need to
express emotions set by the organizational procedures, simultaneously masking the true feelings. Employees, while performing
emotional labor, choose between one of the two strategies (surface acting or deep acting) and this leads to e.g., burnout. As the
performance of emotional labor and its consequences depend on the specification of work and chosen strategy, it was assumed
that the consequences of EL may be different for workers in various occupations. Material and Methods: The authors performed
a comparative analysis between teachers (N = 129) and professionals of commercial service sector (N = 136). In the analysis the
Polish adaptation of deep acting and surface acting scale (DASAS) and the Polish version of OLBI (Oldenburg Burnout Inventory)
were used. Results: The statistical verification of hypotheses showed that employees of commercial service sector show a greater
tendency toward choosing surface acting than teachers. Furthermore, in the group of teachers negative consequences are more
related to emotional exhaustion, while both components of burnout are at the same level among employees of the other group. In
both groups of respondents surface acting leads to the increase in burnout. Conclusions: Emotional labor can lead to a variety of
negative consequences, e.g., burnout or psychosomatic diseases. Based on this knowledge, organizations can develop standards for
the expression of emotions and preventive actions, such as identification with organization, which can counteract the negative EL
consequences. Med Pr 2017;68(5):605–615