Doświadczane emocje i ich regulacja jako wyznaczniki wypalenia zawodowego pracowników usług

Róża Bazińska , Dorota Szczygieł

Abstract

​EXPERIENCED EMOTIONS AND THEIR REGULATION AS DETERMINANTS OF BURNOUTAMONG EMPLOYEES IN SERVICE WORKThe current study investigates the relationship between negative emotions experienced by employees duringservice interactions and the professional burnout. It was predicted that emotion regulation strategies implementedby employees (emotional labor, Hochschild, 1983) mediate this relationship. Results of the study (N= 214)demonstrated that emotional exhaustion and depersonalization were predicted by both intensity of negativeemotions experienced by employees and surface emotional labor (suppressing expressions of negative emotions andfaking expressions of positive emotions). Furthermore, mediation analyses revealed that surface emotional laborwas a mediator between negative emotions and burnout (both emotional exhaustion and depersonalization). Thesefi ndings suggest that unfavorable consequences of negative emotions experienced by employees are connected witha necessity of alteration of expressive behavior.