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The Relationship between Optician’s Emotional Labor, Burnout, Job Satisfaction, and Organizational Commitment

Purpose : We have investigated the emotional labor of the optometrist employees from local optical franchises. The emotional labor stemmed from the intentional role plays like the actors to serve for the emotional satisfaction of consumers. Firstly, we investigated to find how the surface acting and deep acting influence the burnout of optometrist as the key pillars of emotional labor. Secondly, to find how the optometrists' burnout is related to the job satisfaction and organizational commitment. Methods : The precedent studies for Emotional Labor, burnout, job satisfaction and organizational commitment were reviewed and set up 5 hypothesis to verify the relationship among these variables. The source of this empirical study is from the questionnaire filled in from the optometrist employees (n=361) working for A-franchise optical chain. The validity and reliability were confirmed and the regression analysis was executed to verify the relationships among the variables. Results : The results showed that the surface acting, as the low rank variable of emotional labor, significantly influenced positive(+) toward burnout. On the contrary the deep acting, also as the low rank variable of emotional labor, significantly influenced negative(-) against burnout. Finally the opticians' burnout influenced negative(-) against job satisfaction and organizational commitment. Conclusion : The latest studies of the emotional labor stemmed from the specific acting variables are rare, thus it was investigated the behavioral variables for the key words and then included them into the research model. Accordingly, the result of this study contributes as the ground theory confirming the relations among emotional labor, surface acting, deep acting, burnout, job satisfaction and organizational commitment. Accordingly this study would activate the next researches for exploring how the emotional labor would impact the effectiveness of professional performance toward consumers who need precise and satisfied vision correction service.