From emotions to outcomes: The role of trust and surface acting in mediating burnout and performance

Abstract

This article looks into the connections between worker performance in the tourism and hospitality industries in Lahore, Pakistan, and emotional intelligence, trust, burnout, and surface acting. This study is all about mindfulness-based intervention program works to lessen the symptoms of sadness and anxiety. The information for this work is gathered via self-administered questionnaires and a quantitative approach. All information was collected from 307 employees from Lahore’s various tourism and hospitality areas. Regression, mediation, and moderation study results indicate trust moderates between emotional intelligence, burnout is all about positively correlated with employee performance. But surface acting is negatively associated both emotional intelligence and burnout. It working as a mediator between employee performance and emotional intelligence. Employee performance is negatively impacted by burnout, which is mediated by surface acting and trust. Conclusion- According to this study, trust and emotional intelligence have a significant role in fostering favorable outcomes including worker performance and wellbeing. Additionally, the study indicates that among workers in the tourist and hospitality industries, mindfulness-based therapies may be useful in lowering symptoms of anxiety and depression. The tourist and hospitality industries may be able to enhance employee mental health and job happiness, lower burnout and turnover rates, and eventually boost overall productivity and profitability by funding programs that encourage emotional regulation and interaction with others.