The Effect of Emotional Labor Behaviors of Employees on Burnout Syndrome and Intention to Quit: A Research in the Ready-made Clothing Sector

Article Information
Journal: Business and Economics Research Journal
Title of Article: The Effect of Emotional Labor Behaviors of Employees on Burnout Syndrome and Intention to Quit: A Research in the Ready-made Clothing Sector
Author(s): Derya Keles, Esra Aydin Goktepe
Volume: 11
Number: 3
Year: 2020
Page: 855-873
ISSN: 2619-9491
DOI Number: 10.20409/berj.2020.286
Abstract
Employees in the service sector are expected to make intensive emotional labor behaviors to ensure customer satisfaction. In this study, the effects of service sector salespeople’s emotional labor behaviors on burnout syndrome and intention to quit were investigated. The sample of this study is the salespeople working in street stores or shopping malls stores in four different districts (Sisli, Bakırkoy, Beylikduzu, Bayrampasa) of four different ready-made clothing brands in Istanbul. The research methodology was determined as quantitative research and 296 salespeople participated in the research. As a result of the research, it was determined that the surface acting and close behavior dimensions of emotional labor behaviors increased the burnout syndrome and intention to quit. In addition, the in-depth behavior dimension was not significantly associated with burnout syndrome and intention to quit.

Keywords: Emotional Labor Behavior, Burnout, Intention to Quit

JEL Classification: M12, M54

https://www.berjournal.com/wp-content/plugins/downloads-manager/img/icons/pdf.gif Full Text

Halfera