2025/07/23 by Bui Nhat Vuong, Bùi Nhất Vương, Vo Thi Hieu +3 · 7 citations
Business, Management and Accounting · Psychology · Social Sciences · #Applied psychology #Burnout #Business #Clinical psychology #Customer orientation #Economics #Emotional Intelligence and Performance #Emotional Labor in Professions #Emotional exhaustion #Emotional labor #Job Satisfaction and Organizational Behavior #Management #Marketing #Organizational commitment #Orientation (vector space) #Perceived organizational support #Psychology #Social psychology #Turnover #Turnover intention
paper · doi:10.1016/j.actpsy.2025.105331
published in Acta Psychologica 259, 105331 (Elsevier BV)
openalex publication_date 2025/07/23 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/27
This study explores through the lens of the banking service sector the relationship between customer orientation and job burnout through emotional labor (deep acting and surface acting), and its impact on reducing turnover intention. This research also examines the moderating role of perceived organizational support (POS). Surveying 688 frontline employees working in commercial banks in Vietnam, the authors deployed a research framework based on the conservation of resources theory, job-demand resource model, and social exchange theory and used the partial least squares structural equation modeling (PLS-SEM) to test the research hypotheses. The findings indicated that the two types of emotional labor mediated the association between customer orientation and job burnout. POS also dampened the relationship between job burnout and turnover intention. Finally, the study suggested implications for bank managers to reduce job burnout and employee turnover intention.