Emotional labour and its consequences: The moderating effect of emotional intelligence
Edited book (chapter)
Chapter Title | Emotional labour and its consequences: The moderating effect of emotional intelligence |
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Book Chapter Category | Edited book (chapter) |
ERA Publisher ID | 5694 |
Book Title | Individual Sources, Dynamics, and Expressions of Emotion |
Authors | |
Author | Prentice, Catherine |
Volume | 9 |
Page Range | 187-201 |
Series | Research on Emotion in Organizations |
Number of Pages | 15 |
Year | 2013 |
Publisher | Emerald |
Place of Publication | Bingley, United Kingdom |
ISBN | 9781781908884 |
9781781908891 | |
ISSN | 1746-9791 |
Digital Object Identifier (DOI) | https://doi.org/10.1108/S1746-9791(2013)0000009013 |
Web Address (URL) | https://www.emerald.com/insight/content/doi/10.1108/S1746-9791(2013)0000009013/full/html |
Abstract | This study examines the relationship between emotional labour and burnout and the moderating effect of emotional intelligence on this relationship. The survey was conducted at several tourism and hospitality organizations in Florida, USA. The results show that both acting strategies of emotional labour relate positively to burnout. Tests of moderation show that emotional intelligence reduces employee burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence as a moderator, and provide some guidance for human resource practitioners about potentially beneficial training and recruitment activities. They also have implications for customer relationship management. |
Keywords | emotional labour; emotional intelligence; burnout; task performance and OCB |
ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
350699. Marketing not elsewhere classified | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Swinburne University of Technology |
Journal Title | Individual Sources, Dynamics, and Expressions of Emotion |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q787x/emotional-labour-and-its-consequences-the-moderating-effect-of-emotional-intelligence
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