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Examining Facets of Emotional Exhaustion In The Malaysian Service Industry

Author

Listed:
  • Khairun Nisa Khairuddin

    (Graduate School of Business Universiti Tun Abdul Razak Kuala Lumpur, 50480, Malaysia, Malaysia)

  • Dewi Amat Sapuan

    (Graduate School of Business Universiti Tun Abdul Razak Kuala Lumpur, 50480, Malaysia, Malaysia)

Abstract

Malaysia is moving towards high service industry. This kind of industry places a high expectation on their employees to provide the best services to the customers. For this to happen, every employee has to demonstrate a consistent compliance to the rules of emotional labour. The term 'emotional labour' was first introduced by Arlie Hochschild in 1983 to describe the phenomenon of service employees that goes beyond physical and mental duties. Emotional labor is linked to emotional intelligence and emotional exhaustion and also applicable to many areas of business with direct consequences and impact on the employee's performance. Previous studies reported that emotional labour can lead to emotional exhaustion. This study, thus investigates the role of emotional labour and employees' emotional intelligence towards emotional exhaustion. Specifically, this study examines the direct influence of employees' emotional intelligence on emotional exhaustion and the direct influence through two dimensions of emotional labour towards emotional exhaustion in the service organisation settings. Structural equation modeling (SEM) was used to test the proposed model because it provides path coefficients to measure the relationships posited in the model. The study provides added value for theoretical consideration and meaningful insights into the framework of emotional intelligence-emotional labour-emotional exhaustion relationships. In addition, this study has several practical implications for service industries in policy formulation, recruitment and training. The findings of the study is also useful for frontline service employees to deal with their emotional challenges.

Suggested Citation

  • Khairun Nisa Khairuddin & Dewi Amat Sapuan, 2016. "Examining Facets of Emotional Exhaustion In The Malaysian Service Industry," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 7(4), pages 82-95, October.
    • Handle: RePEc:aml:intbrm:v:7:y:2016:i:4:p:82-95
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    References listed on IDEAS

    as
    1. Hatzinikolakis, John & Crossman, Joanna, 2010. "Are business academics in Australia experiencing emotional labour? A call for empirical research," Journal of Management & Organization, Cambridge University Press, vol. 16(3), pages 425-435, July.
    2. Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "The impact of emotional labor in a retail environment," Journal of Business Research, Elsevier, vol. 66(5), pages 670-677.
    3. Cho, Yoon-Na & Rutherford, Brian N. & Park, JungKun, 2013. "Emotional labor's impact in a retail environment," Journal of Business Research, Elsevier, vol. 66(11), pages 2338-2345.
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    More about this item

    Keywords

    Emotional Exhaustion; Emotional Labour; Emotional Intelligence; Service Industry; Organizational Behavior.;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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