Emotional Communication and Human Sustainability in Professional Service Firms (PSFs)

Abstract

This study examines the role of work-related emotional communication in promoting the well-being and sustainability of professionals working for professional service firms (PSFs), which depend upon the well-being of their professionals for their own organizational sustainability. Using survey data from 1465 attorneys, a structural equation model was tested including key work-related emotional communication variables as mediators between a dichotomous variable of professional seniority and three dimensions of burnout. Results showed that more experienced attorneys’ reliance on automatic regulation over surface acting has a significant effect on reported burnout. There is no difference based on professional seniority in use of deep acting or communicative responsiveness. We conclude with a discussion of the findings and theoretical and practical implications, as well as provide suggestions for future research.