The Effect of Emotional labor Strategies and Emotional exhaustion and Job Satisfaction on Student Satisfaction

Subject Areas : Education

farimah jafarli ¹ , homa doroudi ²

1 - department of management , Zanjan Branch, Islamic Azad university, Zanjan, Iran
2 - department of management , Zanjan Branch, Islamic Azad university, Zanjan, Iran

Received: 2019-02-13 Accepted : 2020-06-21 Published : 2020-09-22

Keywords: Job Satisfaction, Satisfaction, Emotional exhaustion, Deep Emotional labor Strategies, surface Strategies,

Abstract :

The purpose of this study was to determine the effect of deep and surface emotional labor strategies on students' satisfaction with the mediating role of job satisfaction and emotional exhaustion The research method is descriptive - correlation survey . The statistical population of the present study is faculty members and students of Isfahan University. A total of 175 faculty members were selected using stratified sampling method and 361 students were selected using simple random sampling. The path coefficient calculations and model indicators were processed in Smart-PLS software so that the number of questionnaires collected and analyzed for a part of the model (faculty members) was 175 and for the other part (students) was 361 which after the collection And the answers were analyzed. The results of this study showed that emotional exhaustion has a mediator role between the surface strategies of emotional labor and job satisfaction, and emotional exhaustion has a mediating role between deep emotional labor strategies and job satisfaction, as well as job satisfaction between surface strategies as well as deep emotional labor strategies and Student Satisfaction has a mediating role. The results indicated that emotional exhaustion had an effect on job satisfaction and also the job satisfaction of faculty members affects students' satisfaction.

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