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Alternative TitleThe Relationship Between Psychological Empowerment and Turnover Intention of Emotional Labor Workers:the Mediating Effect of Job Burnout
王桢1; 李旭培1; 罗正学1; 林琳1
Source Publication心理科学
Contribution Rank2
Other AbstractThe high turnover rate of emotional labour workers is an important management issue recently. Many emotional labour workers experience high burnout, and feel emotionally exhausted, indifferent to their work and reduced personal accomplishment. This psychological state exerts negative impact on individuals, and induces mental and physical problems. Burnout may also result in a strong intention to leave the job and even actual turnover. According to job resource and demand models, the higher the perceived resource, the lower the burnout level. Psychological empowerment reflects an active orientation towards a work role. It is a motivational construct about an employee’s perception of having choice in doing tasks, having ability to perform the job well, being able to have an influence on the environment, and the meaningfulness of the job. Individuals with high psychological empowerment will see themselves as competent and able to influence their jobs and environment in a meaningful way, act proactively, show initiative, and perform independently. In this way, psychologically empowered individuals will perceive less burnout and tend to stay on in the organization. Furthermore, several researchers proposed the association among burnout dimensions was a causal process instead of co-occurring phenomena, and higher levels of emotional exhaustion were associated with higher levels of cynicism over time. Thus, in this study, we hypothesized the relationship between psychological empowerment and turnover intention is mediated by emotional exhaustion and cynicism in order. Data was collected from 309 customer service employees. 330 questionnaires were distributed in total, and the usage rate was 93.6%. Males took up 31.7% and the average age was 23.84 years. The average tenure was 11.2 months, and 83.3% of the participants were married. Regarding education, 18.8% of the employees finished high school, 72.9% of them have a college degree, and 8.2% had bachelor's degrees or above. Established measureds were used to capture the key variables in this study. A translation of the entire 12-item psychological empowerment scale by Spreitzer(1995) was used. The scale consisted of four three-item dimensions capturing meaning, competence, self-determination, and impact. Confirmatory factor analysis supported a four-dimension structure. In this study, internal reliability estimate (α) was 0.82. The Maslach Burnout Inventory-General Survey (MBI-GS) was used to assess levels of burnout. In this study, exhaustion (five items) and cynicism (five items) were included. Internal reliability estimates (α) were 0.86 and 0.81 respectively. A three-item turnover intention scale developed by Liang was used. In this study, internal reliability estimate (α) was 0.87. Structural equation modelling was employed to examine the hypothesized model. In order to provide a stringent test of the theoretical model, we examined several alternative models. The result demonstrated that psychological empowerment was negatively associated with turnover intention, job burnout was positively associated with turnover intention, and job burnout mediated the relationship between psychological empowerment and turnover intention. Furthermore, cynicism mediated the relationship between emotional exhaustion and job burnout. To sum up, the primary goal of this study was to investigate the mediation role of burnout in the relationship between psychological empowerment and turnover intention. The result partially confirmed this hypothesis. The findings demonstrated that in a stressful work environment such as emotional labour, lack of psychological empowerment has negative consequences for nurses in the increased level of burnout experience and turnover intention. Several implications can be inferred from this study. Human resources management needs to emphasize empowerment strategies to reduce burnout experience and retain emotional labour workers
Keyword情绪劳动 心理授权 工作倦怠 离职意向
Subject Area工业与组织心理学
Indexed ByCSCD
Funding Organization本研究得到自然科学基金项目(71072094,71101148)资助,中国人民大学科学研究基金(中央高校基本科研业务费专项资金资助)项目成果.
Citation statistics
Document Type期刊论文
Corresponding Author罗正学
Recommended Citation
GB/T 7714
王桢,李旭培,罗正学,等. 情绪劳动工作人员心理授权与离职意向的关系:工作倦怠的中介作用[J]. 心理科学,2012,35(1):186-190.
APA 王桢,李旭培,罗正学,&林琳.(2012).情绪劳动工作人员心理授权与离职意向的关系:工作倦怠的中介作用.心理科学,35(1),186-190.
MLA 王桢,et al."情绪劳动工作人员心理授权与离职意向的关系:工作倦怠的中介作用".心理科学 35.1(2012):186-190.
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