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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/17717

Title: Socio-emotional and operational demands on service employees
Authors: Lings, I.
Durden, G
Lee, Nick
Cadogan, John W.
Keywords: Burnout
Emotional exhaustion
Emotional labor
Role stressors
Issue Date: 2014
Publisher: © Elsevier Inc.
Citation: LINGS I. et al.,2014. Socio-emotional and operational demands on service employees. Journal of Business Research, 67(10), pp. 2132 - 2138
Abstract: Enacting appropriate behaviors often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing emotions to act in a socially appropriate manner constitutes a form of labor: emotional labor. If labor demands exceed the resources of the employee, burnout arises, with negative consequences for overall psychological well-being and job performance. Similarly, task related activities engender role stress, which can also lead to burnout. Both task related role demands and socio-emotional demands are likely to be omnipresent in interpersonal interactions in service settings. Accordingly, this study sets out to investigate the simultaneous impact of these job demands on burnout in front line service professionals. Based on survey data collected from allied health service workers, the study findings strongly suggest that both socio-emotional demands and task related role demands are significant determinants of workplace stress and that their simultaneous effects on employee burnout can be large. © 2014 Elsevier Inc.
Description: This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at http://dx.doi.org/10.1016/j.jbusres.2014.04.022
Version: Accepted for publication
DOI: 10.1016/j.jbusres.2014.04.022
URI: https://dspace.lboro.ac.uk/2134/17717
Publisher Link: http://dx.doi.org/10.1016/j.jbusres.2014.04.022
ISSN: 0148-2963
Appears in Collections:Published Articles (Business)

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