The impact of emotional labor on turnover intention: the mediating role of job burnout and the moderating role of perceived organizational support

Abstract

The global shift toward a service–oriented economy has made emotional labor an inevitable occupational demand, yet its impact on frontline bank employees' occupational health remains underexplored. Drawing on Conservation of Resources theory, this study investigates the relationships among emotional labor, job burnout, turnover intention, and perceived organizational support(POS), distinguishing between surface acting and deep acting. A survey was conducted among 265 frontline employees of a commercial bank in China. Surface acting was positively associated with turnover intention, while deep acting was negatively associated. Job burnout partially mediated both relationships, with mediation proportions of 53.26% and 54.90%, respectively. POS moderated these effects: high support weakened the adverse effect of surface acting on burnout and strengthened the protective effect of deep acting. This study advances COR theory by demonstrating POS's asymmetric buffering vs. amplifying mechanisms in a high–power–distance service context. Emotional labor represents a significant occupational health risk with dimension–specific pathways, and organizational support serves as a critical external resource for buffering these risks.