Implications of Emotional Labor on Work Outcomes of Service Workers in Not-for-Profit Human Service Organizations

Abstract

Studies reveal that emotional labor is a key feature of caring professions. The present study explored emotional labor as an occupational requirement for employees of not-for-profit human services organizations providing services to individuals with disabilities relating to work outcomes (job satisfaction, burnout, and turnover intention). A cross-sectional design was used. Data were collected from a sample of 518 human services employees. The results indicated that: (1) supervisors of direct services and their employees, front line direct care workers, reported the highest levels of emotional labor; (2) the emotional regulation strategy of deep acting increased job satisfaction; (3) the emotional regulation strategy of surface acting increased burnout; and (4) the emotional regulation strategy of surface acting increased turnover intention. The findings highlight the need to address emotional labor regulation strategies within human services organizations in order to address work outcomes and support employees, providing direct services to individuals.