Original Research

Emotional labour, burnout and work engagement amongst service centre employees in South Africa

Amanda Erasmus, Elrie Oosthuysen
SA Journal of Human Resource Management | Vol 23 | a2771 | DOI: https://doi.org/10.4102/sajhrm.v23i0.2771 | © 2025 Amanda Erasmus, Elrie Oosthuysen | This work is licensed under CC Attribution 4.0
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 Africa
Elrie 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

emotional labour; burnout; work engagement; service centre; public service.

JEL Codes

C12: Hypothesis Testing: General; D23: Organizational Behavior • Transaction Costs • Property Rights; L23: Organization of Production

Sustainable Development Goal

Goal 3: Good health and well-being

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