Explore the Role of Emotional Intelligence and Emotional Labor to Reduce Burnout and Increase Job Satisfaction

The present study aimed to investigate the role of emotional intelligence and emotional labor to reduce burnout and increase job satisfaction was conducted. For this purpose, the effect of emotional intelligence on the components of emotional labor, burnout and job satisfaction were examined. Data were collected from 132 employees and managers in the RAJA passenger services Co. To collect data from the field, 43-item questionnaire was used. According to basic conceptual model 16 hypotheses were developed to examine the relationship between variables mutually. In order to test the hypotheses, Smart PLS program were used. Nevertheless results using Smart PLS program indicated that emotional intelligence had a significant and positive effect on individual performance, job satisfaction and emotional labor; and negative effect on emotional dissonance and emotional exhaustion. The effect of emotional dissonance and emotional effort on job satisfaction was not significant. The effects of depersonalization and emotional exhaustion on job satisfaction was not significant but the effect of individual performance on job satisfaction was significant. In general it can be said, considering to the emotions of employees in an organization can have positive outcomes such as satisfaction and performance and prevent negative consequences such as job burnout.