4.2. Emotional exhaustionEmotional exhaustion is a “state caused by psychological and emotionaldemands made on people” (Bacharach, Bamberger, & Conley,1991). Emotional exhaustion is also known as the core componentof job burnout (Boles et al., 1997) and is conceptualized as a type ofstrain that results from workplace stressors (Cropanzano, Rupp, &Byrne, 2003). Emotional exhaustion often occurs in the service industriesbecause employees face ongoing hassles and excessive customerdemands, leading to both physical and emotional depletion (Wright &Cropanzano, 1998). Understanding how emotional exhaustion affectsemotional display is important because expression of emotions caninfluence customers' perceptions of service quality, satisfaction, andloyalty (Tsai & Huang, 2002).
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