Does a supportive supervisor moderate the effect of emotional labor on burnout amongst employees of small and mediumsized accommodation in Kota Kinabalu?
The main objective of this thesis was to determine whether supportive supervisor could be utilized as the moderator in the relationship between emotional labor and burnout. Data were collected via self-administered questionaires from front-line employees working in different small and medium-size...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/17924/1/Does%20a%20supportive%20supervisor%20moderate%20the%20effect%20of%20emotional%20labor%20on%20burnout%20amongst%20employees%20of%20small%20and%20mediumsized%20accommodation%20in%20Kota%20Kinabalu.pdf |
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| Summary: | The main objective of this thesis was to determine whether supportive supervisor
could be utilized as the moderator in the relationship between emotional labor and
burnout. Data were collected via self-administered questionaires from front-line
employees working in different small and medium-sized accommodation businesses
in Kota Kinabalu. The data were analysed using various statistical analysis induding
factor analyses, reliability analyses, descriptive statistics, correlation analyses,
multiple regression analyses and hierachical regression analyses. Supportive
supervisor was expected to moderate the relationship between emotional Labor and
burnout so that individual who perform emotional labor would experience less
burnout with the presence of supervisor support. SurpriSingly, result from the
analysis shown there is an absence of moderating effect of supportive supervisor
which contradicts with the job-demand resource model. Therefore, finding suggests
social support is applicable in all level of stress. If moderation does take place, then
support is viewed as cruCial only as a form of resource especially during the period
when an individual faces circumstances or poSitions that are considers as relatively
high stress. The implications for managers and practitioners is to ensure provision of
instrument support such as handbook in handle difficult customer. Umitations of
current study indudes data was collected at a point of time. Suggestions for future
research indude considerations cultural factor are also discussed in this paper. |
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