Emotional Labor and Other Antecedence of Turnover Intentions, Motivation and Organisational Trust among Employees in Non-Profit Organization of Pakistan

Abstract

Although the retention of competent workers is critical in all organizations, retaining social workers in nonprofit organizations is especially important because they mainly determine the quality of social services. This paper explores the factors which have an impact on turnover intentions, motivation, and organizational trust in Non-Profit Organizations. For this, we propose a theoretical framework thereby modifying Cho & Song (2017) model, along with adding intrinsic factors like organizational culture, leadership, and rewards. We hypothesize that factors like 1. Supervisory Support, 2. Autonomy, 3. Diverse and inclusive Organizational Culture, 4. Trust in Leadership, 5. Monetary Incentives/ Rewards, and emotional labor (6. Frequency, 7. Variety, 8. Duration, and 9. Intensity level), all produce a positive effect on the motivation of employees, increased Organisational Trust, and decreased Turnover intention among employees of NPO and social workers. This paper particularly focused on emotional labor dimensions such as frequency of emotional display, the intensity of emotional display, and duration of emotional display. Empirical validity was established by conducting a survey using a close-ended questionnaire. Data were collected from 220 social workers and analyzed using confirmatory factor analysis and structured equation modeling.

The results indicate that supervisory support, autonomy, leadership organizational culture, and trust have a significant effect on the motivation, retention, and Organizational trust of employees. However, organizational culture have a negative effect on motivation. Moreover, Apart from leadership, all other factors seem to increase the turnover intentions. With regards to emotional labor dimensions, all factors expect duration did not produce any significant effect on all three dependent variables. This research is useful for NPO’s management as well as future scholars for studying the same domain.