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The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context
Dissertation (Doctoral)--University of Pretoria, 2026.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2026
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| _version_ | 1867613521959714816 |
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| access_status_str | Open Access |
| author2 | Scheepers, Caren |
| author_browse | Scheepers, Caren |
| author_facet | Scheepers, Caren |
| collection | Thesis |
| dc_rights_str_mv | © 2026 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (Doctoral)--University of Pretoria, 2026. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/110237 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:37:28.861Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/110237 The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context Scheepers, Caren ichelp@gibs.co.za Kambikambi, Musonda Matildah UCTD Dissertation (Doctoral)--University of Pretoria, 2026. The elevated use of videoconferencing in the workplace has highlighted a gap in understanding how emotional labour contributes to emotional exhaustion. This study investigates the influence of emotional labour on emotional exhaustion within a collectivist context, illuminating differences between videoconferencing and in-person communication modes. This concern has become increasingly relevant due to rising rates of emotional exhaustion attributed to the use of videoconferencing in supporting practices such as remote and hybrid work. While prior literature has established a connection between emotional labour and emotional exhaustion during in-person interactions, the relationship in videoconferencing scenarios remains underexplored. Further, the consistency across both modes has seldom been investigated. Drawing on affective events theory, this thesis posits emotional labour as a key influence on emotional exhaustion and investigates how this relationship differs between videoconferencing and in-person interactions. Data were collected from 105 human resources professionals in Zambia using experience sampling method across seven days. To test the theoretical assumptions, structural equation modelling was then applied. Findings indicate that both emotional labour strategies, surface acting and deep acting, impact emotional exhaustion regardless of communication mode. This relationship is positively moderated by negative mood. Notably, the results around videoconferencing reveal that emotional exhaustion increases when either the participant or their co-worker has their camera turned off, suggesting that emotional exhaustion is influenced by features of videoconferencing. This research enhances comprehension of emotional labour and emotional exhaustion by examining this relationship across two distinct communication modes in a collectivist context. The study also benefits practitioners by garnering information around video camera usage, which is suggested to play a role in users' emotional experiences during videoconferencing. Ultimately, the study enriches the discourse on emotional labour, providing novel insights pertinent to today's globalised workplace. Gordon Institute of Business Science (GIBS) Doctoral Unrestricted Gordon Institute of Business Science (GIBS) SDG-08: Decent work and economic growth 2026-05-20T12:05:44Z 2026-05-20T12:05:44Z 2026-05-06 2026 Dissertation * A2026 http://hdl.handle.net/2263/110237 en © 2026 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title | The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title_full | The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title_fullStr | The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title_full_unstemmed | The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title_short | The influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| title_sort | influence of emotional labour on emotional exhaustion across communication modes in a collectivist context |
| topic | UCTD |
| url | http://hdl.handle.net/2263/110237 |