Evolution of the mediating role of work stress in the effect of emotional labor on burnout

In this research, the mediating role of work stress in the effect of emotional labor on burnout was tested on the drivers of public transport services Cappadocia Region. A survey has been prepared for the public transportation drivers in Cappadocia Region. Necessarry permissions were obtained from the related institution for the survey but the institution requested to keep the city information private. The survey was applied to 286 drivers. For the analysis of the data, confirmatory factor analysis, correlation analysis, structural equation modeling and path analysis was used. For mediating test, Process Macro model was utilized. As the result of structural equation modeling, it was resolved that emotional labor(p<0,05) and work stress(p<0,05) significantly affected burnout. On the other hand, it was determined that, emotional labor did not affect work stress notably. Accordingly Process Macro method's results, the mediating role of work stress in the effect of emotional labor on burnout did not be determined. This finding means that some of the effects of emotional labor on burnout did not caused just by work stress.