Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments Online publication date: Sat, 31-Dec-2011
by Yashotha Ramachandran; Peter J. Jordan; Ashlea C. Troth; Sandra A. Lawrence
International Journal of Work Organisation and Emotion (IJWOE), Vol. 4, No. 2, 2011
Abstract: There is increasing recognition regarding the role of emotions in predicting the performance of workers. In particular, there has been extensive interest regarding the constructs of Emotional Intelligence and Emotional Labour in the promotion of more productive worker behaviour. Research focusing on emotions in the workplace has typically been conducted within western settings. In this study, we examine the impact of Emotional Intelligence (EI) on Emotional Labour (EL) and Organisational Citizenship Behaviour (OCB) in the Malaysian service industry. Data were collected from 131 front desk employees across four resorts within a Malaysian hotel chain. In line with expectations, analyses revealed that EL partially mediated the relationship between EI and OCB. Implications for theory and practice in non-western settings are discussed.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Work Organisation and Emotion (IJWOE):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com