Original Research
Emotional labour, burnout and work engagement amongst service centre employees in South Africa
Submitted: 29 July 2024 | Published: 16 January 2025
About the author(s)
Amanda Erasmus, Optentia Research Unit, School for Industrial Psychology and Human Resource Management, North-West University, Vanderbijlpark, South Africa; and, Department of Talent and Enablement, South African Revenue Service, Pretoria,, South AfricaElrie Oosthuysen, Optentia Research Unit, School for Industrial Psychology and Human Resource Management, North-West University, Vanderbijlpark, South Africa
Abstract
Orientation: Transforming public service delivery is crucial for the South African government. Emotional labour (EL), managing emotions during client interactions, is essential in service centres.
Research purpose: This study examined the relationship between EL, burnout and work engagement (WE) amongst service centre employees in a South African government organisation.
Motivation for the study: South African government organisations, as sole service providers, require employees to deliver ‘service with a smile’. This increases mental workload and job stressors, leading to negative responses among service centre employees.
Research approach/design and method: Cross-sectional, correlational and nonexperimental quantitative research design was used. The sample consisted of service centre employees in a government organisation.
Main findings: The main findings indicated a positive correlation between EL and burnout, a negative correlation between burnout and work engagement and a negative correlation between EL and work engagement. These findings imply that higher EL leads to increased burnout, and reduces work engagement levels.
Practical/managerial implications: Training on emotional regulation techniques could assist employees with effective emotional management, thereby reducing the negative impact of surface acting on mental well-being. Additionally, it is recommended that the organisation should focus on person–environment fit and personality traits during recruitment to minimise emotional dissonance and burnout amongst employees.
Contribution/value-add: This study is the first of its kind in the South African government organisation and provides insight into the relationship between EL, burnout and work engagement of client service employees.
Keywords
JEL Codes
Sustainable Development Goal
Metrics
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