Does a supportive supervisor moderate the effect of emotional labor on burnout amongst employees of small and mediumsized accommodation in Kota Kinabalu?

Lee, Soo Hon (2014) Does a supportive supervisor moderate the effect of emotional labor on burnout amongst employees of small and mediumsized accommodation in Kota Kinabalu? Masters thesis, Universiti Malaysia Sabah.

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Abstract

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.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Employees, small and medium-sized accommodation businesses, Kota Kinabalu
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: FACULTY > Faculty of Business, Economics and Accounting
Depositing User: Noraini
Date Deposited: 03 Jan 2018 05:03
Last Modified: 03 Jan 2018 05:03
URI: http://eprints.ums.edu.my/id/eprint/17924

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