The Moderating Effect of Social Support in the Effect of Perceived Jaycustomer's Behavior on Emotional Exhaustion: Focused on LCC Cabin Crew

Although formal communication from an organization’s management is crucial during a crisis to reduce the uncertainties of employee, less is known about the moderating role of social support that could make employees rely less on formal communication to reduce those uncertainties. Grounded in uncertainty reduction theory, this research examines the role of crisis communication on the perceived uncertainties and emotional exhaustion of employees who work at private international universities that have been affected by the COVID-19 crisis. Furthermore, this research explores the moderating effect of social support in terms of supervisor support and coworker support on the association between crisis communication and perceived uncertainties. Questionnaire data were collected from 300 employees from two private international universities in Thailand. Partial least squares structural equation modeling was used for data analysis. The analysis shows that perceived uncertainties mediate the negative association between crisis communication and emotional exhaustion. Moreover, the moderating effect analysis shows that the association between crisis communication and perceived uncertainties is significantly moderated by coworker support, but not by supervisor support. Simple slope analysis also clearly shows that the negative association between crisis communication and perceived uncertainties only presents in employees with a low level of coworker support. For employees with high coworker support, crisis communication does not associate negatively with perceived uncertainties. This research implies that the informal communication that employees obtain from social support could play a compensatory role for their need to rely on formal communication to reduce uncertainties during the crisis.

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IS SOCIAL SUPPORT MODERATES BETWEEN WORKLOAD AND EMOTIONAL EXHAUSTION?

December 2020 - Gomal University Journal of Research ◽

10.51380/gujr-36-02-05 ◽

2020 ◽

Vol 36 (02) ◽

pp. 48-63

Author(s):

Faisal Khan ◽

Amran Md Rasli ◽

Tehseen Zahra

Keyword(s):

Social Support ◽

Emotional Exhaustion ◽

Job Demands ◽

Moderating Effect ◽

Working Environment ◽

Future Research ◽

Central Theme ◽

Cross Sectional ◽

Khyber Pakhtunkhwa ◽

Job Demands And Resources

The central theme of the study is to investigate influence of workload on burnout dimensions, especially emotional exhaustion, and explores the moderating effect of social support. Data has collected through the Cross-sectional method over questionnaire in Khyber Pakhtunkhwa, Pakistan. The overall level of emotional exhaustion among employees is high as compared to other professions. Both, the job demands and resources were associated with burnout, especially workload has main predictor of emotional exhaustion. It further suggests that exhaustion of the employees has been minimized by making reasonable demands in working environment. Also, from findings, social support influence workload and emotional exhaustion, where it concludes that resources increase level of emotional exhaustion and demands are decreased. Future research is needed to deal with the substantive problems and methodological limitations of the present study.

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