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

Derya Keles and Esra Aydin Goktepe
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Derya Keles: Istanbul Arel University
Esra Aydin Goktepe: Istanbul Arel University

Business and Economics Research Journal, 2020, vol. 11, issue 3, 855-873

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 (search for similar items in EconPapers)
JEL-codes: M12 M54 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ris:buecrj:0508

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