Relationship between compulsory citizenship behavior, job burnout and emotional labor

Abstract

The current research on job burnout often ignores the factors inducing emotional stress among the employees. To solve the defect, this paper attempts to explore the relationship between compulsory citizenship behavior (CCB), job burnout and emotional labor. With emotional labor as the mediating variable, the exploration was carried out based on a sample of 296 employees in knowledge-based organizations. The results show that the CCB has a significant positive impact on all three dimensions of job burnout, a positive impact on surface acting, and a negative impact on deep acting; the relationship between the CCB and job burnout is fully mediated by surface acting, and partially mediated by deep acting. The research findings shed new light on job burnout and emotional management of employees.