Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

员工精疲力尽是组织中的一个至关重要的问题，在其日常任务固有地包括情感劳动的客户支持人员中可能普遍存在。这项研究调查了客户服务行业的呼叫中心工作人员的情绪劳动和倦怠，特别关注了客户和主管的不公正行为的影响。调查结果表明：（a）客户不公正与情感劳动的增加有关，反过来又加剧了客户支持人员的脱离和疲惫；（b）与主管互动时，人际公正与解聘负相关；（c）在主管的决策过程中所察觉的程序正义也与解聘负相关。