Influences of organizational climate, transformational leadership on employees’ emotional exhaustion, organizational citizenship behavior in real estate enterprises
Nội dung chính của bài viết
Tóm tắt
In a business with strong competition as real estate, how to limit emotional exhaustion and increase organizational citizenship behavior of employees is an interesting question. Based on the theory of social exchange, the authors investigate the impact of organizational climate, transformational leadership on emotional exhaustion, organizational citizenship behavior of employees in real estate business. The qualitative research method was used to build the research model. The quantitative research method with partial least squares structural equation modeling (PLS-SEM) was used to analyze data of 193 employees in the real estate business. The results showed that both organizational climate and transformational leadership increase organizational citizenship behavior. However, while transformational leadership alleviates emotional exhaustion, the organizational climate enhances it. In practice, leaders need to have flexibility in leadership styles as well as businesses need to improve the working environment to help reduce employee fatigue and improve virtue civic behaviors.
Chi tiết bài viết
Từ khóa
Emotional exhaustion, Organizational climate, Organizational citizenship behavior, Transformational leadership
Tài liệu tham khảo
Arshadi, N., & Shahbazi, F. (2013). Workplace Characteristics and Turnover Intention: Mediating Role of Emotional Exhaustion. Procedia - Social and Behavioral Sciences, 84, 640–645. https://doi.org/10.1016/j.sbspro.2013.06.618
Bandura. (1997). A social learning theory of cross-functional case education. Journal of Business Research, 58(7), 960–966. https://doi.org/10.1016/j.jbusres.2003.12.005
Bano, S., Cisheng, W., Khan, A. N., & Khan, N. A. (2019). WhatsApp use and student’s psychological well-being: Role of social capital and social integration. Children and Youth Services Review, 103(C), 200–208. https://doi.org/10.1016/j.childyouth.2019.06.002
Barroso Castro, C., Martín Armario, E., & Martín Ruiz, D. (2004). The influence of employee organizational citizenship behavior on customer loyalty. International Journal of Service Industry Management, 15(1), 27–53. https://doi.org/10.1108/09564230410523321
Bass, B. M. (1995). Comment: Transformational Leadership: Looking at Other Possible Antecedents and Consequences. Journal of Management Inquiry, 4(3), 293–297. https://doi.org/10.1177/105649269543010
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work.” Journal of Vocational Behavior, 60(1), 17–39. https://doi.org/10.1006/jvbe.2001.1815
Brown, E. A., & Arendt, S. W. (2011). Perceptions of transformational leadership behaviors and subordinates’ performance in hotels. Journal of Human Resources in Hospitality and Tourism, 10(1), 45–59. https://doi.org/10.1080/15332845.2010.500205
Cao, X., Khan, A. N., Zaigham, G. H. K., & Khan, N. A. (2018). The Stimulators of Social Media Fatigue Among Students: Role of Moral Disengagement. Journal of Educational Computing Research, 57(5), 1083–1107. https://doi.org/10.1177/0735633118781907
Cao, X., Khan, A. N., Zaigham, G. H. K., & Khan, N. A. (2019). The Stimulators of Social Media Fatigue Among Students: Role of Moral Disengagement. Journal of Educational Computing Research, 57(5), 1083–1107. https://doi.org/10.1177/0735633118781907
Chiaburu, D. S., Oh, I. S., Berry, C. M., Li, N., & Gardner, R. G. (2011). The five-factor model of personality traits and organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 96(6), 1140–1166. https://doi.org/10.1037/a0024004
Chiu, S. U. F., & Tsai, M. C. (2006). Relationships among burnout, job involvement, and organizational citizenship behavior. Journal of Psychology: Interdisciplinary and Applied, 140(6), 517–530. https://doi.org/10.3200/JRLP.140.6.517-530
Chung, V. (2022). Mức độ đóng góp của bất động sản đối với nền kinh tế [Level of contribution of real estate business to national economic]. Thời Báo Tài Chính Việt Nam. https://thoibaotaichinhvietnam.vn/muc-do-dong-gop-cua-bat-dong-san-doi-voi-nen-kinh-te-111731.html#:~:text=Năm 2021%2C ngành kinh doanh,dựng 5%2C44%25 GDP.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences. Lawrence Erlbaum Associates, Publishers.
Cohen, J. (1992). A power primer. In Psychological Bulletin 112(1), 155–159. American Psychological Association. https://doi.org/10.1037/0033-2909.112.1.155
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
Dieu, H. (2022). Một số yếu tố cơ bản sẽ tác động lớn đến thị trường bất động sản [Some basic factors will have a big impact on the real estate market]. Kinh Te Moi Truong. https://kinhtemoitruong.vn/mot-so-yeu-to-co-ban-se-tac-dong-lon-den-thi-truong-bat-dong-san-71523.html
Dust, S. B., Resick, C. J., Margolis, J. A., Mawritz, M. B., & Greenbaum, R. L. (2018). Ethical leadership and employee success: Examining the roles of psychological empowerment and emotional exhaustion. The Leadership Quarterly, 29(5), 570–583. https://doi.org/10.1016/j.leaqua.2018.02.002
Erickson, R. J., & Ritter, C. (2001). Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter? Social Psychology Quarterly, 64(2), 146–163. https://doi.org/10.2307/3090130
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Hameed, Z., Khan, I. U., Sheikh, Z., Islam, T., Rasheed, M. I., & Naeem, R. M. (2019). Organizational justice and knowledge sharing behavior. Personnel Review, 48(3), 748–773. https://doi.org/10.1108/PR-07-2017-0217
Humphrey, A. (2012). Transformational Leadership and Organizational Citizenship Behaviors: The Role of Organizational Identification. The Psychologist-Manager Journal, 15(4), 247–268. https://doi.org/10.1080/10887156.2012.731831
Jaafar, J., Hassan, S., Kadir, H. A., & Yusof, H. M. (2015). Effect of Training towards Emotional Intelligence (EQ) and Entrepreneur Culture: An Analysis. Procedia Economics and Finance, 31(15), 730–735. https://doi.org/10.1016/s2212-5671(15)01162-4
Khan, A. N., Ali, A., Khan, N. A., & Jehan, N. (2019). A study of relationship between transformational leadership and task performance: the role of social media and affective organisational commitment. International Journal of Business Information Systems, 31(4), 499–516. https://doi.org/10.1504/IJBIS.2019.101583
Khan, N. A., Khan, A. N., Soomro, M. A., & Khan, S. K. (2020). Transformational leadership and civic virtue behavior: Valuing act of thriving and emotional exhaustion in the hotel industry. Asia Pacific Management Review, 25(4), 216–225. https://doi.org/10.1016/j.apmrv.2020.05.001
Kim, W. G., McGinley, S., Choi, H.-M., & Agmapisarn, C. (2020). Hotels’ environmental leadership and employees’ organizational citizenship behavior. International Journal of Hospitality Management, 87, 102375. https://doi.org/10.1016/j.ijhm.2019.102375
Kunnanatt, J. T. (2004). Emotional intelligence: The new science of interpersonal effectiveness. Human Resource Development Quarterly, 15(4), 489–495. https://doi.org/10.1002/hrdq.1117
Lavelle, J. J., Rupp, D. E., Herda, D. N., Pandey, A., & Lauck, J. R. (2019). Customer Injustice and Employee Performance: Roles of Emotional Exhaustion, Surface Acting, and Emotional Demands–Abilities Fit. Journal of Management, 47(3), 654–682. https://doi.org/10.1177/0149206319869426
Li, F., Jiang, L., Yao, X., & Li, Y. (2013). Job demands, job resources and safety outcomes: The roles of emotional exhaustion and safety compliance. Accident Analysis & Prevention, 51, 243–251. https://doi.org/10.1016/j.aap.2012.11.029
MacKenzie, S. B., Podsakoff, P. M., & Rich, G. A. (2001). Transformational and transactional leadership and salesperson performance. Journal of the Academy of Marketing Science, 29(2), 115–134. https://doi.org/10.1177/03079459994506
Majeed, N., Ramayah, T., mohd mustamil, N., Nazri, M., & Jamshed, S. (2017). Transformational Leadership and Organizational Citizenship Behavior: Modeling: Emotional Intelligence as a Mediator. Management & Marketing: Challenges for the Knowledge Society, 12. https://doi.org/10.1515/mmcks-2017-0034
Manning, M. L., Davidson, M. C. G., & Manning, R. L. (2004). Toward a Shortened Measure of Organizational Climate in Tourism and Hospitality. Journal of Hospitality & Tourism Research, 28(4), 444–462. https://doi.org/10.1177/1096348004267516
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach burnout inventory. Scarecrow Education.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology, 52(1), 397–422. https://doi.org/10.1146/annurev.psych.52.1.397
O’Neill, J. W., & Xiao, Q. (2010). Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion. International Journal of Hospitality Management, 29(4), 652–658. https://doi.org/10.1016/j.ijhm.2009.12.004
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. In Organizational citizenship behavior: The good soldier syndrome. (pp. xiii, 132–xiii, 132). Lexington Books/D. C. Heath and Com.
Patterson, M. G., West, M. A., Shackleton, V. J., Dawson, J. F., Lawthom, R., Maitlis, S., Robinson, D. L., & Wallace, A. M. (2005). Validating the organizational climate measure: links to managerial practices, productivity and innovation. Journal of Organizational Behavior, 26(4), 379–408. https://doi.org/10.1002/job.312
Phong, T. (2022). Môi giới bất động sản ngậm “trái đắng” khi bị cắt giảm nhân sự [Real estate brokers have a “bitter fruit” when they are laid off]. Nhip Song Thi Truong. https://markettimes.vn/moi-gioi-bat-dong-san-ngam-trai-dang-khi-bi-cat-giam-nhan-su-6467.html
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009). Individual- and Organizational-Level Consequences of Organizational Citizenship Behaviors: A Meta-Analysis. Journal of Applied Psychology, 94(1), 122–141. https://doi.org/10.1037/a0013079
Raza, M. Y., Khan, A. N., Khan, N. A., Ali, A., & Bano, S. (2020). Dark side of social media and academic performance of public sector schools students: Role of parental school support. Journal of Public Affairs, 20(3), 1–11. https://doi.org/10.1002/pa.2058
Reitsamer, B. F., & Brunner-Sperdin, A. (2015). Tourist destination perception and well-being: What makes a destination attractive? Journal of Vacation Marketing, 23(1), 55–72. https://doi.org/10.1177/1356766715615914
Sudibjo, N., & Prameswari, R. K. (2021). The effects of knowledge sharing and person–organization fit on the relationship between transformational leadership on innovative work behavior. Heliyon, 7(6), e07334. https://doi.org/10.1016/j.heliyon.2021.e07334
Taleghani, T. T., & Sabokro, M. (2016). The Relationship between Job Burnout, Organizational Citizenship Behavior, and Staff Performance in State Tax Organization. International Journal of Advanced Engineering, Management and Science (IJAEMS), 2(12), 2017-2027. https://www.academia.edu/download/50978399/14_The_Relationship_between_Job_Burnout__Organizational_Citizenship_.pdf
Thuy, C. (2022). Môi giới bất động sản: Nghề dễ vỡ mộng [Real estate broker: Disillusioned profession]. Cafeland. https://cafeland.vn/emagazine/moi-gioi-bat-dong-san-nghe-de-vo-mong-80537.html
Toan, T. Q. (2021). “Cắt máu” phí hoa hồng của môi giới bất động sản [Cutting commission of real estate brokers]. Thong Tin Bat Dong San. https://thongtinbds.net/cat-mau-phi-hoa-hong-cua-moi-gioi-bat-dong-san-4879.html
Tracey, J. B., & Tews, M. J. (2004). An Empirical Investigation of the Relationships among Climate, Capabilities, and Unit Performance. Journal of Hospitality and Tourism Research, 28(3), 298–312. https://doi.org/10.1177/1096348003256602
Vu, T. (2022). Môi giới bất động sản bế tắc [Real estate brokers met stuck]. Zingnews. https://zingnews.vn/moi-gioi-bat-dong-san-quay-cuong-tim-duong-song-post1374947.html
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486–493. https://doi.org/10.1037/0021-9010.83.3.486
Bandura. (1997). A social learning theory of cross-functional case education. Journal of Business Research, 58(7), 960–966. https://doi.org/10.1016/j.jbusres.2003.12.005
Bano, S., Cisheng, W., Khan, A. N., & Khan, N. A. (2019). WhatsApp use and student’s psychological well-being: Role of social capital and social integration. Children and Youth Services Review, 103(C), 200–208. https://doi.org/10.1016/j.childyouth.2019.06.002
Barroso Castro, C., Martín Armario, E., & Martín Ruiz, D. (2004). The influence of employee organizational citizenship behavior on customer loyalty. International Journal of Service Industry Management, 15(1), 27–53. https://doi.org/10.1108/09564230410523321
Bass, B. M. (1995). Comment: Transformational Leadership: Looking at Other Possible Antecedents and Consequences. Journal of Management Inquiry, 4(3), 293–297. https://doi.org/10.1177/105649269543010
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work.” Journal of Vocational Behavior, 60(1), 17–39. https://doi.org/10.1006/jvbe.2001.1815
Brown, E. A., & Arendt, S. W. (2011). Perceptions of transformational leadership behaviors and subordinates’ performance in hotels. Journal of Human Resources in Hospitality and Tourism, 10(1), 45–59. https://doi.org/10.1080/15332845.2010.500205
Cao, X., Khan, A. N., Zaigham, G. H. K., & Khan, N. A. (2018). The Stimulators of Social Media Fatigue Among Students: Role of Moral Disengagement. Journal of Educational Computing Research, 57(5), 1083–1107. https://doi.org/10.1177/0735633118781907
Cao, X., Khan, A. N., Zaigham, G. H. K., & Khan, N. A. (2019). The Stimulators of Social Media Fatigue Among Students: Role of Moral Disengagement. Journal of Educational Computing Research, 57(5), 1083–1107. https://doi.org/10.1177/0735633118781907
Chiaburu, D. S., Oh, I. S., Berry, C. M., Li, N., & Gardner, R. G. (2011). The five-factor model of personality traits and organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 96(6), 1140–1166. https://doi.org/10.1037/a0024004
Chiu, S. U. F., & Tsai, M. C. (2006). Relationships among burnout, job involvement, and organizational citizenship behavior. Journal of Psychology: Interdisciplinary and Applied, 140(6), 517–530. https://doi.org/10.3200/JRLP.140.6.517-530
Chung, V. (2022). Mức độ đóng góp của bất động sản đối với nền kinh tế [Level of contribution of real estate business to national economic]. Thời Báo Tài Chính Việt Nam. https://thoibaotaichinhvietnam.vn/muc-do-dong-gop-cua-bat-dong-san-doi-voi-nen-kinh-te-111731.html#:~:text=Năm 2021%2C ngành kinh doanh,dựng 5%2C44%25 GDP.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences. Lawrence Erlbaum Associates, Publishers.
Cohen, J. (1992). A power primer. In Psychological Bulletin 112(1), 155–159. American Psychological Association. https://doi.org/10.1037/0033-2909.112.1.155
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
Dieu, H. (2022). Một số yếu tố cơ bản sẽ tác động lớn đến thị trường bất động sản [Some basic factors will have a big impact on the real estate market]. Kinh Te Moi Truong. https://kinhtemoitruong.vn/mot-so-yeu-to-co-ban-se-tac-dong-lon-den-thi-truong-bat-dong-san-71523.html
Dust, S. B., Resick, C. J., Margolis, J. A., Mawritz, M. B., & Greenbaum, R. L. (2018). Ethical leadership and employee success: Examining the roles of psychological empowerment and emotional exhaustion. The Leadership Quarterly, 29(5), 570–583. https://doi.org/10.1016/j.leaqua.2018.02.002
Erickson, R. J., & Ritter, C. (2001). Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter? Social Psychology Quarterly, 64(2), 146–163. https://doi.org/10.2307/3090130
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Hameed, Z., Khan, I. U., Sheikh, Z., Islam, T., Rasheed, M. I., & Naeem, R. M. (2019). Organizational justice and knowledge sharing behavior. Personnel Review, 48(3), 748–773. https://doi.org/10.1108/PR-07-2017-0217
Humphrey, A. (2012). Transformational Leadership and Organizational Citizenship Behaviors: The Role of Organizational Identification. The Psychologist-Manager Journal, 15(4), 247–268. https://doi.org/10.1080/10887156.2012.731831
Jaafar, J., Hassan, S., Kadir, H. A., & Yusof, H. M. (2015). Effect of Training towards Emotional Intelligence (EQ) and Entrepreneur Culture: An Analysis. Procedia Economics and Finance, 31(15), 730–735. https://doi.org/10.1016/s2212-5671(15)01162-4
Khan, A. N., Ali, A., Khan, N. A., & Jehan, N. (2019). A study of relationship between transformational leadership and task performance: the role of social media and affective organisational commitment. International Journal of Business Information Systems, 31(4), 499–516. https://doi.org/10.1504/IJBIS.2019.101583
Khan, N. A., Khan, A. N., Soomro, M. A., & Khan, S. K. (2020). Transformational leadership and civic virtue behavior: Valuing act of thriving and emotional exhaustion in the hotel industry. Asia Pacific Management Review, 25(4), 216–225. https://doi.org/10.1016/j.apmrv.2020.05.001
Kim, W. G., McGinley, S., Choi, H.-M., & Agmapisarn, C. (2020). Hotels’ environmental leadership and employees’ organizational citizenship behavior. International Journal of Hospitality Management, 87, 102375. https://doi.org/10.1016/j.ijhm.2019.102375
Kunnanatt, J. T. (2004). Emotional intelligence: The new science of interpersonal effectiveness. Human Resource Development Quarterly, 15(4), 489–495. https://doi.org/10.1002/hrdq.1117
Lavelle, J. J., Rupp, D. E., Herda, D. N., Pandey, A., & Lauck, J. R. (2019). Customer Injustice and Employee Performance: Roles of Emotional Exhaustion, Surface Acting, and Emotional Demands–Abilities Fit. Journal of Management, 47(3), 654–682. https://doi.org/10.1177/0149206319869426
Li, F., Jiang, L., Yao, X., & Li, Y. (2013). Job demands, job resources and safety outcomes: The roles of emotional exhaustion and safety compliance. Accident Analysis & Prevention, 51, 243–251. https://doi.org/10.1016/j.aap.2012.11.029
MacKenzie, S. B., Podsakoff, P. M., & Rich, G. A. (2001). Transformational and transactional leadership and salesperson performance. Journal of the Academy of Marketing Science, 29(2), 115–134. https://doi.org/10.1177/03079459994506
Majeed, N., Ramayah, T., mohd mustamil, N., Nazri, M., & Jamshed, S. (2017). Transformational Leadership and Organizational Citizenship Behavior: Modeling: Emotional Intelligence as a Mediator. Management & Marketing: Challenges for the Knowledge Society, 12. https://doi.org/10.1515/mmcks-2017-0034
Manning, M. L., Davidson, M. C. G., & Manning, R. L. (2004). Toward a Shortened Measure of Organizational Climate in Tourism and Hospitality. Journal of Hospitality & Tourism Research, 28(4), 444–462. https://doi.org/10.1177/1096348004267516
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach burnout inventory. Scarecrow Education.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job Burnout. Annual Review of Psychology, 52(1), 397–422. https://doi.org/10.1146/annurev.psych.52.1.397
O’Neill, J. W., & Xiao, Q. (2010). Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion. International Journal of Hospitality Management, 29(4), 652–658. https://doi.org/10.1016/j.ijhm.2009.12.004
Organ, D. W. (1988). Organizational citizenship behavior: The good soldier syndrome. In Organizational citizenship behavior: The good soldier syndrome. (pp. xiii, 132–xiii, 132). Lexington Books/D. C. Heath and Com.
Patterson, M. G., West, M. A., Shackleton, V. J., Dawson, J. F., Lawthom, R., Maitlis, S., Robinson, D. L., & Wallace, A. M. (2005). Validating the organizational climate measure: links to managerial practices, productivity and innovation. Journal of Organizational Behavior, 26(4), 379–408. https://doi.org/10.1002/job.312
Phong, T. (2022). Môi giới bất động sản ngậm “trái đắng” khi bị cắt giảm nhân sự [Real estate brokers have a “bitter fruit” when they are laid off]. Nhip Song Thi Truong. https://markettimes.vn/moi-gioi-bat-dong-san-ngam-trai-dang-khi-bi-cat-giam-nhan-su-6467.html
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D. (2009). Individual- and Organizational-Level Consequences of Organizational Citizenship Behaviors: A Meta-Analysis. Journal of Applied Psychology, 94(1), 122–141. https://doi.org/10.1037/a0013079
Raza, M. Y., Khan, A. N., Khan, N. A., Ali, A., & Bano, S. (2020). Dark side of social media and academic performance of public sector schools students: Role of parental school support. Journal of Public Affairs, 20(3), 1–11. https://doi.org/10.1002/pa.2058
Reitsamer, B. F., & Brunner-Sperdin, A. (2015). Tourist destination perception and well-being: What makes a destination attractive? Journal of Vacation Marketing, 23(1), 55–72. https://doi.org/10.1177/1356766715615914
Sudibjo, N., & Prameswari, R. K. (2021). The effects of knowledge sharing and person–organization fit on the relationship between transformational leadership on innovative work behavior. Heliyon, 7(6), e07334. https://doi.org/10.1016/j.heliyon.2021.e07334
Taleghani, T. T., & Sabokro, M. (2016). The Relationship between Job Burnout, Organizational Citizenship Behavior, and Staff Performance in State Tax Organization. International Journal of Advanced Engineering, Management and Science (IJAEMS), 2(12), 2017-2027. https://www.academia.edu/download/50978399/14_The_Relationship_between_Job_Burnout__Organizational_Citizenship_.pdf
Thuy, C. (2022). Môi giới bất động sản: Nghề dễ vỡ mộng [Real estate broker: Disillusioned profession]. Cafeland. https://cafeland.vn/emagazine/moi-gioi-bat-dong-san-nghe-de-vo-mong-80537.html
Toan, T. Q. (2021). “Cắt máu” phí hoa hồng của môi giới bất động sản [Cutting commission of real estate brokers]. Thong Tin Bat Dong San. https://thongtinbds.net/cat-mau-phi-hoa-hong-cua-moi-gioi-bat-dong-san-4879.html
Tracey, J. B., & Tews, M. J. (2004). An Empirical Investigation of the Relationships among Climate, Capabilities, and Unit Performance. Journal of Hospitality and Tourism Research, 28(3), 298–312. https://doi.org/10.1177/1096348003256602
Vu, T. (2022). Môi giới bất động sản bế tắc [Real estate brokers met stuck]. Zingnews. https://zingnews.vn/moi-gioi-bat-dong-san-quay-cuong-tim-duong-song-post1374947.html
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486–493. https://doi.org/10.1037/0021-9010.83.3.486