Abstract:

The 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 in the work and reduced personal accomplishment. This psychological state exerts negative impacts on individuals, induce 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 model, higher perceived resource, lower 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 task, 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 would 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 would perceive less burnout and tend to retain in the organization. Furthermore, several researchers proposed the association among burnout dimensions is a causal process instead of co-occurring phenomena. 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 usage rate was 93.6%. 31.7 percents were male and average age was 23.84. The average tenure was 11.2 months, and 83.3 percents participants were marriage. Regarding education, 18.8% employees finished high school, 72.9% have college degree, and 8.2% had bachelor degree or above. Established measured 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 support four-dimension structure. In this study, internal reliability estimates (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 cynicis

Key words: Emotional Labour, Psychological Empowerment, Burnout, Turnover Intention

摘要：

本研究目的是考察心理授权、工作倦怠和离职意向的关系。研究以某大型通讯企业呼叫中心的309名客服代表为研究对象，采用问卷调查方式对客服代表的心理授权、工作倦怠和离职意向进行调查。结构方程模型的结果显示，心理授权对离职意向有负向影响，工作倦怠对离职意向有正向影响。其中，心理授权先影响情绪衰竭，再影响玩世不恭，最后对离职意向起负向预测作用。研究结果支持了工作倦怠在心理授权和离职意向之间的中介作用。

关键词: 情绪劳动, 心理授权, 工作倦怠, 离职意向