Main Article Content
Abstract
This study examined the moderating role of emotional intelligence and emotional labor in the relationship between Burnout and Job Satisfaction among call center employees. Data was gathered from 991 employees of call centres in the Philippines. The call centre employees from 10 call centres in the Philippines participated in the research. Hierarchical regression analysis was used to determine the moderating role of emotional intelligence and emotional labor. Correlation analysis was used to identify the correlation between emotional intelligence, surface acting and deep acting. The results suggest that emotional intelligence significantly moderates the relationship between burnout and job satisfaction. Surface acting significantly moderate the relationship between burnout and job satisfaction and deep acting did not significantly moderate the relationship between burnout and job satisfaction. There is a weak positive correlation between emotional intelligence and deep acting and a weak negative correlation between emotional intelligence and surface acting. The results were discussed, limitations were enumerated and suggestions for future researches were offered.