The Influence of Empathy on Burnout of Service Employees in the Thai Restaurant Industry
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Abstract
This study aims to examine the effects of four dimensions of empathy—perspective-taking, empathic concern, fantasy, and personal distress — on burnout, which comprises emotional exhaustion, depersonalization, and personal accomplishment. A quantitative research design was employed, with data collected from 385 restaurant service employees in Thailand using a structured questionnaire adapted from the Interpersonal Reactivity Index (IRI) and the Maslach Burnout Inventory (MBI). The data were analyzed using descriptive statistics and multiple regression analysis. The findings reveal that empathy exerts differential effects on burnout across its dimensions. Specifically, perspective taking and empathic concern have significant negative effects on emotional exhaustion and depersonalization, whereas fantasy and personal distress tend to have positive effects on burnout. However, some relationships are not statistically significant. The results indicate that empathy is a multidimensional construct with a dual nature. Cognitive-oriented dimensions function as protective factors, while emotionally intensive dimensions may act as risk factors. This study further contributes to the literature by proposing that empathy is not inherently a beneficial psychological resource, but rather a double-edged sword whose effects depend on its specific dimensions. This distinction is particularly critical in high-emotional-labor contexts, such as the restaurant service industry. The findings underscore the importance of managing empathy alongside emotional regulation skills to mitigate negative outcomes and enhance employee well-being in the long term.
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