Human Resource Management Models to Support Emotional Labor during Emergencies in Jordan

Purpose: This study was conducted to establish the new model of human resource management in order to support and manage the emotional labor during emergencies in Jordanian public hospitals. Design/Methodology/Approach: The study performs along with burnout and intention to leave, where, high-performance work system (HPWS) acts as a mediator. In addition, the study uses correlational and cross-sectional surveys. The survey questionnaire was distributed among the nurses and midwives of a public hospital in Jordan. Findings: The study concluded that the emotional labor (EL) is positively connected with intention to leave (ITL) and burnout. The factor of HPWS negatively moderates EL and burnout. The study concluded that designing effective Human Resource practices can help in lessening the burnout which is linked with EL. This can influence the organizations to cope with the ITL among nurses and midwives. Practical Implications: The proposed model will prove to be the effort made in the way of HRM policies and behavior regarding emotional labor throughout the emergency situation. The study will be useful for firms in designing their policies and strategies that support emotional labor in emergencies. Originality/Value: The new model of human resource management which has been established in this study to support and manage emotional labor in the presence of a high-performance work system that acts as a mediator.