Title: Personal resources and selected employees outcomes - does performing emotional labour moderate the relationship?

Authors: Agnieszka Springer; Sylwester Białowąs

Addresses: Institute of Management, Faculty of Finance and Banking, WSB University in Poznań, ul. Powstańców Wielkopolskich 5, 61-895 Poznań, Poland ' Department of Market Research and Services, Faculty of Management, Poznań University of Economics and Business, al. Niepodleglosci 10, 61-875 Poznan, Poland

Abstract: The purpose of this paper is to investigate the relationship between personality traits, core self-evaluation, emotional intelligence and positive employee outcomes (PO) in the context of specific demands of emotional labour. Research sample consisted of 309 workers, 170 of whom performed emotional labour. The following tools were used in the study: the Polish adaptation of the NEO-FFI, the core self-evaluation scale, the INTE questionnaire for assessing the level of emotional intelligence and an own tool for the measurement of positive employee outcomes. From among the analysed variables, all of them proved to be significantly correlated to achieving positive employee outcomes. The most important result of the conducted analyses is demonstrating the moderation effect that performing EL has on certain relationships. Moderation can be observed only in the case of positive outcomes that benefits for the organisation regarding: neuroticism, openness to experience and conscientiousness.

Keywords: emotional labour; satisfaction; positive outcomes; personal resources; personality traits; extraversion; neuroticism; openness to experience; conscientiousness; emotional stability; core self-evaluation; CSE; emotional intelligence; job demands-resources model.

DOI: 10.1504/IJWOE.2018.10018294

International Journal of Work Organisation and Emotion, 2018 Vol.9 No.4, pp.362 - 382

Received: 04 Dec 2017
Accepted: 30 Sep 2018

Published online: 02 Jan 2019 *

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