Emotional Labor in Emergency Dispatch: Gauging Effects of Training Protocols
Sharon H. Mastracci, PhD, Ian Adams, PhD(c)
Mar 04, 2020|AEDR 2019 Vol. 7 Issue 3|Original Research
Previous studies of emergency dispatch personnel have established high levels of emotional labor, burnout, and turnover intention among this population of first responders. This study is the first to investigate the effect of emergency dispatch script protocols on workplace outcomes of burnout and turnover intention. Hypotheses: The study tests two related hypotheses: Greater script comfort among emergency dispatchers will be associated with decreased emotional exhaustion (Hl) and decreased turnover intention (H2)...