The effects of emotional labour on job burnout have been established by researchers with mostly focusing on the health sector. The study qualitatively examined the relationship between surface and deep emotional labour on job burnout among workers in the banking sector. The study used a qualitative method to explore these three subject by going through the Teschseight processes of qualitative data analysis. Data was collected from selected employees form nine GCB bank branches in Kumasi, Ghana. Data was analyzed using rigorous qualitative procedures to arrive the following findings respondents have deep understanding of the subjects under consideration, respondent experienced burnouts when they employ more surface emotional tactics and less burnouts when they employ deep emotional labour tactics. Workload influenced the relationship between both surface or deep emotional labour and burnout. The study recommends the reduction in the use of surface emotional tactics as it leads to burnout among employees, the task should be assigned proportionately with the enabling environment for task performance created by employers to limit burnout among employee.
by Nkyi Deborah | Zhenmei Rong "Examining the Effect of Emotional Labour on Job Burnout, the Moderating Role of Workload: A Qualitative Study"
Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-6 , October 2020,
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