ABSTRACT

Studies reveal that emotional labor is a key feature of caring professions. The present study explored emotional labor as an occupational requirement for employees of not-for-profit human services organizations providing services to individuals with disabilities relating to work outcomes (job satisfaction, burnout, and turnover intention). A cross-sectional design was used. Data were collected from a sample of 518 human services employees. The results indicated that: (1) supervisors of direct services and their employees, front line direct care workers, reported the highest levels of emotional labor; (2) the emotional regulation strategy of deep acting increased job satisfaction; (3) the emotional regulation strategy of surface acting increased burnout; and (4) the emotional regulation strategy of surface acting increased turnover intention. The findings highlight the need to address emotional labor regulation strategies within human services organizations in order to address work outcomes and support employees, providing direct services to individuals.

摘要

研究表明，情感劳动是关爱职业的关键特征。本研究探讨了情感劳动作为非营利性人类服务组织雇员的职业要求，该组织为残疾人提供与工作成果（工作满意度，职业倦怠和离职意向）相关的服务。使用横截面设计。数据是从518名人类服务员工的样本中收集的。结果表明：（1）直接服务主管和他们的员工，即一线直接护理人员，报告了最高水平的情感劳动；（2）深度行动的情绪调节策略可提高工作满意度；（3）表面行为增加倦怠的情绪调节策略；（4）表面行为的情绪调节策略增加了离职意向。