J Korean Acad Nurs Adm.  2012 Sep;18(3):271-280. 10.11111/jkana.2012.18.3.271.

Effects of Social Support and Emotional Intelligence in the Relationship between Emotional Labor and Burnout among Clinical Nurses

• Baik DW
• Yom YH

• KMID: 1998398
• DOI: http://doi.org/10.11111/jkana.2012.18.3.271

Abstract

PURPOSE
The purpose of this study was to identify the effects of social support and emotional intelligence in the relationship between emotional labor and burnout among clinical nurses.
METHODS
The sample for this study consisted of 382 nurses from four hospitals located in Seoul or Gyunggi Province. Data were analyzed using frequency, percentage, mean, standard deviation, t-test, ANOVA, Scheffe test, Pearson Correlation, Hierarchical Multiple Regression, and Path Analysis.
RESULTS
It was found that: (a) emotional labor had a positive effect on burnout, while social support and emotional intelligence had negative effects on burnout; (b) social support and emotional intelligence moderated the relationship between emotional labor and burnout, and (c) social support mediated the relationship between emotional labor and burnout, whereas emotional intelligence did not.
CONCLUSION
The results of the study indicate that high levels of support had a buffering effect and mitigated the negative effects of the emotional labor on burnout. Therefore, strategies to enhance social support for nurses are needed and further research needs to be done to refine this study.

Keyword

Emotional intelligence; Social support; Emotion; Burnout

MeSH Terms

Emotional Intelligence

Figure

• 

  Figure 1 Conceptual model

Reference

1. Benson G, Ploeg J, Brown B. A cross sectional study of emotional intelligence in baccalaureate nursing students. Nurse Educ Today. 2010. 30(1):49–53.

2. Byun DS, Yom YH. Factors affecting the burnout of clinical nurses : Focused on emotional labor. J Korean Acad Nurs Adm. 2009. 15(3):444–454.

3. Choi HS, Lim HC, Jeong MG. The determinants of employes' emotional labor in call centers. Korean Corp Manage Rev. 2008. 27:53–68.

4. Choi HY, Jeong NU. Perfectionism tendency, social support, and burnout among counselors. Korean J Health Psychol. 2003. 8(2):279–300.

5. Cobb S. Social support as a moderator of life stress. Psychosom Med. 1976. 38:300–314.

6. Goleman D. Emotional intelligence. 1995. New York: Bantam Books.

7. Hochschild AR. The managed heart. 1983. San Francisco: University of California Press Berkeley.

8. Hong CC. The moderating role of emotional intelligence in burnout process. 2007. Gyeongsan, North Kyeungsang Province: Yeungnam University;Unpublished doctoral dissertation.

9. Kang JH, Kim MJ. A study on the difference of emotional labor and its consequence according to the interaction styles with customer. Korean J Hosp Adm. 2008. 17(1):157–174.

10. Kang SY, Lee CH. The effect of emotional labor on burn-out of employees in social welfare organization according to their emotional intelligence. J Soc Sci. 2011. 37(2):53–73.

11. Kim IS. The role of self-efficacy and social support in the relationship between emotional labor and burnout, turnover intention among hospital nurses. J Korean Acad Nurs Adm. 2009. 15(4):515–526.

12. Kim KS. Analysis structural equation modeling. 2001. Seoul: SPSS Academy.

13. Kim MJ. Effects of the hotel employee's emotional labor upon the job - related attitudes. J Tourism Sci. 1998. 21(2):129–141.

14. Kim JH, Song JE, Lee SK, Heo SK, Sung YH, Lee JE. The effect ofemotional intelligence on organizational performance in clinical nurses-A preliminary study for an education program of organizational performance-. J Korean Acad Soc Nurs Educ. 2011. 17(1):80–89.

15. Kim SH. The relationship of internal marketing with job satisfaction and service quality: the evidence from lodging industry. Korean J Hosp Adm. 2012. 21(1):61–82.

16. Ko JW. The effects of personality traits on job satisfaction. Korean J Sociol. 1999. 33(2):359–387.

17. Ko JW, Yom YH. The role of social support in the relationship between job stress and job satisfaction/organizational commitment among hospital nurses. J Korean Acad Nurs. 2003. 33(2):265–274.

18. Lim JS. A study on the relationship between the emotional intelligence, attitudes, and behavior of employees. 2004. Seoul: Korea University;Unpublished master's thesis.

19. Min HY. The relationship between depression, colleagues/supervisor's emotional support levels and burnout experienced by teachers in kindergartens and childcare centers. Korean J Child Stud. 2010. 31(4):1–14.

20. Maslach C, Jackson SE. The measurement of experienced burnout. J Occup Behav. 1981. 2:99–113.

21. Maslach C. Burnout: The cost of caring. 1982. Englewood Cliffs, NJ: Prentice-Hall.

22. Morris JA, Feldman DC. The dimension, antecedents and consequences of emotional labor. Acad Manage Rev. 1996. 21:986–1010.

23. Price JL, Mueller CW. Professional turnover: The case of nurses. 1981. New York: SP Medical and Scientific Books.

24. Salovey P, Mayer JD. Emotional intelligence. Imagin Cognit Pers. 1990. 9(3):185–211.

25. Son KA, Ko JW. The moderating effect of organizational commitment on the relations between job stress and job satisfaction among teachers. J Educ Admin. 2006. 24(3):99–118.

26. Song YM. Moderate effects in social supports of social workers between role qualities and job stress. J Soc Welf Dev. 2006. 12(3):251–272.

27. Yang YK. A study on burnout, emotional labor, and self-efficacy in nurses. J Korean Acad Nurs Adm. 2011. 17(4):423–431.

28. Yoon GS, Kim SY. Influences of job stress and burnout on turnover intention of nurses. J Korean Acad Nurs Adm. 2010. 16(4):507–516.

29. Yoon SY. Aviation, space and ocean: a study on the emotional labor, burnout and turnover intention of airline call center workers. J Korea Navig Inst. 2010. 14(1):1–10.

30. Wong CS, Law KS. The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. Leadersh Q. 2002. 13:243–274.