Current Issue

THE INTERPLAY OF JOB INSECURITY, EMOTIONAL LABOR, AND SUPERVISOR SUPPORT IN INFLUENCING EMOTIONAL EXHAUSTION AMONG BANK EMPLOYEES

Shu-Fen Wu¹

Assistant Professor 

Graduate Institute of Hospitality Management

National Kaohsiung University of Hospitality and Tourism 

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Han Chen²

Assistant President

 Shinawatra University

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Ya-Ping Chang³*

Assistant Professor 

Department and Graduate School of Tourism Management 

Chinese Culture University

*Corresponding Author: This email address is being protected from spambots. You need JavaScript enabled to view it.

Abstract

This study investigated the relationship between job insecurity and emotional exhaustion, exploring whether emotional labor mediated this relationship and whether supervisor support played a moderating role. The study surveyed employees from financial institutions with 633 valid responses selected for analysis. Results showed that job insecurity had a significant positive impact on emotional labor and emotional exhaustion, and emotional labor had a significant positive impact on emotional exhaustion. The sense of security partially mediated the effect of emotional exhaustion. Additionally, the sense of supervisor support had a significant negative moderating effect on emotional labor and emotional exhaustion. The study recommends that financial institutions create a people-oriented working environment and detect employees' job insecurity and emotional labor early to prevent further emotional exhaustion. Moreover, managers should provide various forms of support to subordinate employees to ease their emotions.

Keywords: job insecurity; emotional labor; perceived supervisor support; emotional exhaustion