When Pride Meets Fatigue: How Emotional Labor Contributes to Emotional Exhaustion in Employees

Abstract/Description

This study examines how emotional labor contributes to emotional exhaustion, using the Conservation of Resources (COR) theory as a framework. Specifically, it explores whether depression acts as a mediator in this relationship, and whether pride in work moderates the effect of depression on emotional exhaustion. Data was collected through a structured questionnaire using a convenience sampling method from 322 frontline employees working in four-star and five-star hotels in Punjab, Pakistan. The data were analyzed using SPSS v23, Amos v23, and the PROCESS macro. The results show that depression significantly mediates the link between emotional labor and emotional exhaustion. Additionally, pride in work was found to buffer the negative impact of depression on emotional exhaustion. These findings offer valuable insights for hotel management to support employee mental well-being and enhance job performance. The study also has important social implications, such as reducing emotional labor, minimizing emotional exhaustion, and improving overall mental health among employees.

Keywords

Emotional labor, surface acting, deep acting, depression, pride in work, emotional exhaustion

Track

Management

Session Number/Theme

Management - Session III

Session Chair

Dr. Farooq Mughal

Start Date/Time

14-6-2025 10:55 AM

End Date/Time

14-6-2025 12:35 PM

Location

MCS 5 2nd Floor, AMAN CED Building

Comments

Topic is related to Organizational Behavior area of HRM.

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Jun 14th, 10:55 AM Jun 14th, 12:35 PM

When Pride Meets Fatigue: How Emotional Labor Contributes to Emotional Exhaustion in Employees

MCS 5 2nd Floor, AMAN CED Building

This study examines how emotional labor contributes to emotional exhaustion, using the Conservation of Resources (COR) theory as a framework. Specifically, it explores whether depression acts as a mediator in this relationship, and whether pride in work moderates the effect of depression on emotional exhaustion. Data was collected through a structured questionnaire using a convenience sampling method from 322 frontline employees working in four-star and five-star hotels in Punjab, Pakistan. The data were analyzed using SPSS v23, Amos v23, and the PROCESS macro. The results show that depression significantly mediates the link between emotional labor and emotional exhaustion. Additionally, pride in work was found to buffer the negative impact of depression on emotional exhaustion. These findings offer valuable insights for hotel management to support employee mental well-being and enhance job performance. The study also has important social implications, such as reducing emotional labor, minimizing emotional exhaustion, and improving overall mental health among employees.