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Title EMOTIONAL LABOUR, BURNOUT AND TURNOVER INTENTIONS AMONG BANKING SECTOR EMPLOYEES: ROLE OF PERCEIVED ORGANIZATIONAL SUPPORT

Author(s) Rida Rehan

Abstract This study integrates the Conservation of Resources theory and the Job Demands Resources theory to explore the effects of emotional labour strategies, specifically surface acting and deep acting, on turnover intentions among frontline banking sector employees. Additionally, it examines the mediating role of burnout (emotional exhaustion and depersonalization) and the moderating role of perceived organizational support. The research draws on survey data collected from 300 frontline employees in the banking sectors of Islamabad and Rawalpindi. The findings indicate that surface acting is positively correlated with burnout and turnover intentions, while deep acting exhibits a negative relationship with these outcomes. Burnout (emotional exhaustion and depersonalization) was found to partially mediate the impact of both surface and deep acting on turnover intentions. Although perceived organizational support was positively associated with deep acting and inversely related to surface acting and turnover intentions, it did not moderate the emotional labour strategies’ effects on turnover intentions. The study underscores the importance of implementing organizational support programs tailored to address the emotional labour challenges faced by frontline employees. It also highlights demographic factors, such as age, marital status and family system, as significant considerations in designing interventions. By fostering a more supportive work environment, banks can mitigate burnout, enhance employee well-being, and reduce turnover intentions, ultimately contributing to organizational stability and success.

Type Thesis/Dissertation MS

Faculty Social Sciences

Department Psychology

Language English

Publication Date 2025-04-30

Subject Psychology

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