Older and (Emotionally) Smarter? Emotional Intelligence as a Mediator in the Relationship between Age and Emotional Labor Strategies in Service Employees

2013 ◽  
Vol 39 (4) ◽  
pp. 466-479 ◽  
Author(s):  
Michael Sliter ◽  
Yiwei Chen ◽  
Scott Withrow ◽  
Katherine Sliter
Keyword(s):  
Emotional Intelligence ◽  
Emotional Labor ◽  
Service Employees ◽  
The Relationship

The Dynamic Role of Emotional Intelligence on the Relationship Between Emotional Labor and Job Satisfaction: A Comparison Study of Public Service in China and South Korea

2020 ◽  
pp. 009102602094647
Author(s):  
Xiaojun Lu ◽  
Hyun Jung Lee ◽  
Seung-Bum Yang ◽  
Min Hye Song
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
South Korea ◽  
Public Service ◽  
Emotional Labor ◽  
Public Management ◽  
Self Regulation ◽  
Service Employees ◽  
Management Domain ◽  
The Relationship

Today, research on emotional labor in public service has been growing both in China and South Korea; however, few studies have explored the management–performance relationship between countries with similar cultures. This study provides a new case for the comparative public management domain by conducting empirical research on two countries with similar cultures and clarifying the existing literature on the relationship between the dimensions of emotional labor and job satisfaction with emotional intelligence as the mediating role. Samples from public service employees were collected. The findings reveal that, among the dimensions of emotional intelligence, emotional self-regulation emerges as the sole important mediating variable in the relationship between the two countries.

scholarly journals The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement

2020 ◽  
Vol 17 (19) ◽  
pp. 7198
Author(s):  
Myoung-Soung Lee ◽  
Han-Seong Kim
Keyword(s):  
Direct Effect ◽  
Work Engagement ◽  
Emotional Labor ◽  
Job Demands ◽  
Mediation Effect ◽  
Job Fit ◽  
Deep Acting ◽  
Service Employees ◽  
Finance Industry ◽  
The Relationship

This study examined the effect of service employees’ resilience on deep acting in the job demands–resources model (JD-R model). It set and verified person–job fit and work engagement as double-mediation factors between service employees’ resilience and deep acting. To accomplish this, surveys targeting service employees working in the retail finance industry in Korea were administered. The analysis showed that resilience significantly increased person–job fit, and person–job fit improved work engagement. Additionally, it showed that work engagement improved deep acting. With regard to the double-mediation effect, the direct effect of resilience on deep acting was not statistically significant, but the double-mediation effect through person–job fit and work engagement was significant. In other words, person–job fit and work engagement fully mediated the relationship between resilience and deep acting. Additionally, person–job fit alone did not mediate the relationship between resilience and deep acting, but the independent mediation effect of work engagement was significant.

Does emotional labor color service actions in customer buying?

2020 ◽  
Vol 34 (5) ◽  
pp. 683-696 ◽  
Author(s):  
Tali Seger-Guttmann ◽  
Hana Medler-Liraz
Keyword(s):  
Emotional Labor ◽  
Lower Surface ◽  
Joint Effect ◽  
Service Research ◽  
Surface Acting ◽  
Buying Behavior ◽  
Content Type ◽  
Service Employees ◽  
Customer Delight ◽  
The Relationship

Purpose Service research has highlighted the role of emotional labor in service delivery but has neglected service employees’ actions. This study aims to distinguish between the recurrent in-role and extra-role actions of service employees and to examine the joint effect of service employees’ actions and their emotional labor, which may color these actions on customer buying behavior (number of purchased items and total bill). Design/methodology/approach Phase I comprised two studies: Study 1 examined 70 service interaction videos to identify employees’ service actions, and Study 2 quantitatively validated the most frequent employee actions, used for further study, by examining 40 employee–customer interactions in fashion stores. For Phase II, Study 3 derived data from 60 service employees’ diaries to predict the joint effect of performed emotional labor and service actions on customer buying behavior. Findings Findings revealed that emotional labor moderated the relationship between service actions and customer buying behavior. The relationship between in-role/extra-role actions and buying behavior was stronger in the lower surface-acting (less emotional faking) condition, whereas the relationship between in-role/extra-role actions and buying behavior was stronger for the higher deep-acting (more emotionally authentic) condition. Practical implications Service organizations should not limit training to the more easily attained service actions. This possibility may be lacking if it ignores the emotional component that accompanied the action. This may shift the focus from customer satisfaction to customer delight. Originality/value This study is a pioneering effort to examine the specific circumstances in which service employees’ actions (regardless of in-role or extra-role status) will not produce the desired customer-related outcome in the presence of emotional labor.

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