Open AccessThe role of empathy(emotional contagion, empathic concern) in service relationship
Author(s) -
ChangGu Heo,
Jungyeon Jo,
KangHyun Shin
Publication year - 2013
Publication title -
han'gug simlihag hoeji. san'eob mich jo'jig/korean journal of industrial and organizational psychology
Language(s) - English
Resource type - Journals
eISSN - 2671-4345
pISSN - 1229-0696
DOI - 10.24230/kjiop.v26i4.579-597
Subject(s) - empathy , emotional contagion , psychology , burnout , emotional intelligence , trait , empathic concern , emotional exhaustion , social psychology , emotional labor , developmental psychology , clinical psychology , perspective taking , computer science , programming language
This study was intended to examine the influence of service worker’s empathy(emotional contagion, empathic concern) on their burnout and engagement. We hypothesized empathy as interactive emotional trait would have incremental interpretation over emotional intelligence and PANAS as individual emotional trait. The participants were 226 employees of a call center. The primary implications were followings. First, empathy significantly influenced on burnout and engagement even after control of emotional intelligence and emotional labors(surface acting, deep acting). Second, there is no moderating effect of emotional contagion on the relation between surface acting and burnout that high surface acting influenced high burnout regardless of the emotional contagion level. Third, deep acting mediated between empathic concern and engagement. Forth, empathic concern reduced the influence of emotional contagion on burnout. Finally, the implications and limitations were discussed.