LITERATUR REVIEW: EMOTIONAL LABOR DAN BURNOUT

Abstrak

Emotional Labour pertama kali diperkenalkan pada tahun 1979 oleh Hochschild. Emotional labor merupakan kemampuan individu dalam melakukan kontrol untuk mengelola emosi dengan menampilkannya secara profesional sesuai dengan tuntutan organisasi. Berbagai penelitian mulai berkembang untuk membahas dan memahami hubungan sebab dan akibat dari emotional labor. Tulisan ini bertujuan untuk menggali informasi dari berbagai literatur untuk mengetahui hubungan antara emotional labor dan burnout serta faktor-faktor lain yang mempengaruhinya. Menariknya ditemukan hasil yang berbeda dari keterkaitan antara masing-masing indicator emotional labor terhadap burnout. Emotional labor dapat menyebabkan kelelahan emotional yang merupakan aspek dari burnout, dimana emotional labor surface acting berhubungan positif terhadap burnout, sedangkan emotional labor deep acting memiliki hubungan negative terhadap burnout. Perbedaan hubungan antara emotional labour (surface acting dan deep acting) terhadap burnout yang dapat dipengaruhi oleh beberapa factor diantaranya kepribadian, dukungan sosial, strategi pengelolaan emosi, dan lain sebagainya yang dapat memberikan pengaruh terhadap hubungan antara emotional labor dan burnout.

Emotional Labour was introduced in 1979 by Hochschild. Emotional labor is an individual's ability to exert control in managing emotions by displaying them professionally in accordance with organizational demands. Various studies have emerged to discuss and understand the cause-and-effect relationship of emotional labor. This paper aims to explore information from various literature to determine the relationship between emotional labor and burnout, as well as other influencing factors. Interestingly, different results were found regarding the correlation between emotional labor and burnout. Emotional Labour Surface Acting has a positive correlation with exhaustion (Kim, 2019), while emotional labor deep acting has a positive correlation with personal achievement (Grandey, et al., 2002), job satisfaction (Kammeyer, et al., 2013), and well-being (Johnson, et al., 2007). Other studies indicate that emotional labor can lead to emotional exhaustion, which is an aspect of burnout, where emotional labor surface acting has a positive correlation with burnout, while emotional labor deep acting has a negative correlation with burnout (Soni, 2017). The differing relationships between emotional labor (surface acting and deep acting) and burnout can be influenced by various factors, including personality (Ika, 2015; Jeung, et al., 2017), social support, emotion management strategies, and others that can impact the relationship between emotional labor and burnout.