علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن

الملخص EN

The main purpose of this study was to investigate the influence of emotional labor on the experience of burnout among customer service employees.

Three hundred and thirty three participants from (13) customer service organizations completed a 38-item survey.

Participant jobs ranged from front office employees to customer service representatives, and encompass a wide range of customer service positions.

Participants were required to engage in a significant amount of customer interaction as a part of their job.

A number of interesting findings emerged from this study, as well as a partial support for the proposed hypotheses.

The main results of the study was that customer service employees suffer from the high Level of burnout at the Emotional exhaustion & Depersonalization dimensions, and average level at the third dimension of burnout (Lack of personal accomplishment), the findings also showed that there was: - A positive significant correlation between both emotional labor strategies, surface acting and deep acting, and emotional exhaustion.

- A positive significant correlation between surface acting and Depersonalization.

- A significant inverse correlation relationship between deep acting and Lack of personal accomplishment.