Emotional Labor and Organizational Commitment among Hospital Nurses: The Mediating Role of Job Burnout

摘要

The increasing interaction between employees and consumers is one of the common phenomenon occurred in the development of service sector which involves certain emotional expression. Emotions at work can be related to job burnout and other work outcomes such as employees' organizational commitment. Emotions at work and its outcomes are deemed important in occupation such as hospital nurse as they can affect the quality of service given to the patients. This study aims to analyze the effect of emotional labor toward organizational commitment and the role of job burnout as mediator using Structural Equation Modeling (SEM) method. Research data were collected from 330 hospital nurses using questionnaire. The study result showed that emotional labor has a positive effect toward job burnout, job burnout has a negative effect toward organizational commitment, meanwhile emotional labor has no significant direct effect toward organizational commitment, but was found mediated by job burnout. Future directions can be utilized to improve the hospital nurses' behaviors at work in providing health services.