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In this paper we examined how emotional intelligence (EI) affects emotional exhaustion (burnout) resulting from emotional labor, and how emotional exhaustion influences an individual's job performance in terms of organizational commitment and job satisfaction. Partial least squares
regression analyses were conducted on data from 295 retail sales employees in South Korea. Of the 4 factors identified in the EI model developed by Schutte et al. (1998) we found that 3 (appraisals of emotions, optimism, and social skills) were negatively associated with emotional exhaustion
but the fourth factor of utilization of emotion showed no significant links with emotional exhaustion. Emotional exhaustion was found to be negatively related to job performance in terms of organizational commitment and job satisfaction and the mediating effect of emotional exhaustion was
confirmed in the relationship between job performance and appraisals of emotions, optimism, and social skills as factors in emotional intelligence.

PurposeThe purpose of this study is to explore stressors that may influence salespersons' emotional exhaustion and their perception of organizational support.Design/methodology/approachStructural equation modeling is used to assess: the effects of role conflict and work‐family conflict on emotional exhaustion; role conflict and role ambiguity's effects on perceived organizational support; and whether perceived organization support is directly or indirectly linked to emotional exhaustion.FindingsFindings from the study suggest that work‐family conflict and role conflict both significantly affect emotional exhaustion. Work‐family conflict also was found to impact on the relationship between perceived organizational support and emotional exhaustion. Finally, role conflict and role ambiguity were found to have a negative impact on perceived organizational support.Originality/valueThis study provides a foundation for reducing salespersons' emotional exhaustion and provides a method of increasing a salesforce's perception of organizational support.

PurposeThe purpose of this study is to explore the links from self‐focused emotional labor (surface acting) and other‐focused emotional labor (emotional enhancement) to job satisfaction, affective commitment, emotional exhaustion, and intentions to quit.Design/methodology/approachThe study employed a cross‐sectional survey of 363 nurses' aides and childcare workers.FindingsSurface acting, a type of self‐focused emotional labor, was related to negative work outcomes (lower job satisfaction and affective commitment as well as higher turnover intentions and emotional exhaustion). Emotional enhancement, a form of other‐focused emotional labor, was related to positive outcomes (lower turnover intentions and emotional exhaustion) when performed for clients' family members, but not for clients.Research limitations/implicationsThe cross sectional design of this study limits the ability to map the temporal ordering of these relationships, and thus to determine if emotional enhancement is a job resource or response to positive work experiences. In addition, two helping occupations – nurses' aides and child care workers – were sampled, and thus, the findings may not generalize to other types of occupations.Originality/valueThis study adds to the research about job‐related emotional labor because other‐focused emotional labor largely has been neglected in previous research. In addition, it is the first to differentiate workers' emotional labor with different groups of clients (patients/children; family members).

In order to obtain a comprehensive insight into the nature of service employees' emotional labor, we examined the effect of gender and employees' trust in colleagues on the relationship between their emotional labor and emotional exhaustion. We focused on two emotional labor strategies:
surface acting and deep acting. Participants comprised 679 Chinese service employees. The results showed that trust in colleagues strengthened the negative relationship between employees' deep acting and emotional exhaustion but also exacerbated the positive relationship between employees'
surface acting and emotional exhaustion. The exacerbating effect of trust was especially strong for female surface actors. The findings suggest that women have a propensity for risk aversion and are more sensitive to the establishment of trust relationships than are men. Managers should consider
surface acting as part of the makeup of the psychological well-being of employees.

The authors examined the relationship between subordinates' core self-evaluations and supervisors' abusive supervision. Furthermore, they examined whether subordinates' perceived coworker support and subordinates' susceptibility to emotional contagion moderated the relationship between supervisors' abusive supervision and subordinates' emotional exhaustion. They analyzed data from 290 subordinates who had immediate supervisors using hierarchal multiple regression. Results show that core self-evaluations were negatively related to abusive supervision, whereas abusive supervision was positively related to emotional exhaustion. Both perceived coworker support and susceptibility to emotional contagion moderated the relationship between abusive supervision and emotional exhaustion. It is surprising that the moderating effect of perceived coworker support showed an unexpected pattern such that a stronger relationship between abusive supervision and emotional exhaustion existed when coworker social support was high. The authors conclude with a discussion of these findings.

PurposeThe aim of this paper is to draw on gender role theory and the stressor‐strain literature to examine sex differences in emotional exhaustion. The paper also investigates a mediating mechanism (i.e. work‐family conflict) and a boundary condition (i.e. ratio between actual and desired work hours, termed overemployment/underemployment) of the sex – emotional exhaustion relationship.Design/methodology/approachUsing a sample of 3,114 respondents, the paper analyzes the hypothesized moderated mediation model using Edwards and Lambert's framework.FindingsThe paper found support for the authors' model, suggesting that overemployed women are more likely to experience work‐family conflict and emotional exhaustion than men. However, when individuals work fewer hours than desired, men are more susceptible to emotional exhaustion than women by first experiencing work‐family conflict.Research limitations/implicationsAlthough support exists for the relationship between work‐family conflict and burnout, stressor/strain models also should include sex and overemployment/underemployment as predictors of emotional exhaustion.Practical implicationsThese results suggest organizations can reduce employee work‐family conflict and subsequent emotional exhaustion by adjusting the ratio of currently worked to desired work hours. Additionally, organizations can minimize emotional exhaustion by implementing work‐family balance workplace policies.Originality/valueTo address inconsistencies in studies exploring the sex‐emotional exhaustion relationship, the paper explores a mediating mechanism and boundary condition underlying the relationship between sex and emotional exhaustion. Exploring this relationship is important for organizations and employees, as both benefit by minimizing emotional exhaustion to avoid the physical and psychological consequences with which it is associated.

PurposeThe purpose of this paper is to examine associations between work‐family conflicts, threat appraisals, self‐efficacy, and emotional exhaustion. Threat appraisal was hypothesized to mediate relations between work‐family conflicts (work‐to‐family and family‐to‐work) and emotional exhaustion. Self‐efficacy was hypothesized to moderate relations between work‐family conflicts and threat appraisal, with relations expected to be weaker for individuals high in self‐efficacy.Design/methodology/approachUniversity employees (n=159; 67 percent female) participated in this non‐experimental study. Data were gathered via questionnaire. Two‐thirds of participants completed measures of work‐family conflicts and threat‐appraisal a few weeks prior to completing measures of self‐efficacy and emotional exhaustion; remaining participants completed one cross‐sectional survey.FindingsObserved relations were consistent with predicted mediation hypotheses. Contrary to predictions, self‐efficacy did not moderate relations between work‐to‐family conflict and threat‐appraisal and the relation between family‐to‐work conflict and threat‐appraisal was stronger for those with higher self‐efficacy. Self‐efficacy was negatively related to emotional exhaustion.Practical implicationsOrganizations should foster positive work‐family climates to help alleviate work‐family conflicts. Managers should demonstrate compassion when dealing with employees who have serious family concerns, as even efficacious individuals may find such situations threatening.Originality/valueThis research integrates stress theories with research on the work‐family interface. The relevance of threat appraisal and the role of self‐efficacy are highlighted.

Workplace incivility is continuously seen as a stressor for the employee and the organization. No organization prospers in an uncivil environment. The high level of turnover intention that results from an uncivil working environment threatens the organization's reputation and sustainability. Adopting from Bagozzi's Appraisal‐Emotional Response, this study tested the relationship between workplace incivility, turnover intention, and job satisfaction via the mediating role of emotional exhaustion, using AMOS version 22. The findings reviews that workplace incivility harms both the employees and the organization. Also, workplace incivility has a positive impact on emotional exhaustion and turnover intentions while a negative influence on job satisfaction. Human resource managers are advised to train both supervisors and customers to curtail uncivil behaviors. Both theoretical and practical implications were given. In conclusion, the study suggests further research presenting the limitations of the study.

Job satisfaction is reported with chronic issues in the healthcare sector. Specifically, in the current milieu of COVID-19 pandemic, a grave attention has been divulged on the support of the healthcare system and wellbeing of paramedic staff. There is a dearth of research on contemporary leadership in the healthcare sector, particularly in developing countries. Objective of this study was to find the direct negative effect of despotic leadership on job satisfaction through emotional exhaustion among nurses based on Affective Events Theory assumptions. Data from a sample of 265 registered nurses was collected through self-administered questionnaire distribution method deployed in public hospitals using stratified random sampling technique. The data analysis results of PLS-SEM support for the assumed effect revealed that emotional exhaustion played the meditation role between despotic leadership and job satisfaction among nurses. This study advances AET theoretical shores, research knowledge, and suggests considering feasible practical implications for HR and government bodies in the public healthcare sector in developing countries.

A model integrating work‐role expectations of employees, work‐family conflict, family‐work conflict, and a component of burnout was proposed and empirically tested on 163 employees, who were also part of dual‐earner couples. Gender differences were found in the proposed model. For males, work‐family conflict mediated the relationship between work‐role expectations and emotional exhaustion. Although the same indirect relationship was found for females, a direct relationship also existed between work‐role expectations and emotional exhaustion. Additionally, for females, family‐work conflict was found to be a key contributor to work‐family conflict and emotional exhaustion. Managerial implications and future research directions are discussed.