Dual Roles of Emotional Intelligence in the Emotional Labor Processes

2018 ◽  
Vol 42 (1) ◽  
pp. 35-63
Author(s):  
Sang Ho Lee ◽  
Hea Won Koh ◽  
Nyamochir Tuya ◽  
Kyung Ho Choi
Keyword(s):  
Emotional Intelligence ◽  
Emotional Labor ◽  
Dual Roles

The effect of emotional intelligence and resilience on emotional labor of the dental hygienists

2019 ◽  
Vol 7 (2) ◽  
pp. 36-42
Author(s):  
Hyeon-Jung Lee ◽  
Kyoung-Min Kang ◽  
Yu-Jin Lee ◽  
Hyo-Jin Lee ◽  
Hee-Ji Choi ◽  
...  
Keyword(s):  
Emotional Intelligence ◽  
Emotional Labor ◽  
Dental Hygienists

Learning to effectively manage your emotions: the impact of Emotional Intelligence (EI) in caring roles

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Smarty P. Mukundan ◽  
Dhanya M.
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Care Setting ◽  
Health Care Setting ◽  
Equation Modeling ◽  
Surface Acting ◽  
Employee Outcomes ◽  
Content Type

Purpose Psychological constructs like emotional labor, emotional intelligence etc. are gaining importance now to understand employee outcomes such as job satisfaction in a health care setting. The study aims to investigate the relationship between Surface Acting (SA) an emotional labor strategy, and Job satisfaction, and the moderating effect of Emotional intelligence (EI) among practicing nurses. Design/methodology/approach The authors collected data through self-reporting questionnaires administered to a sample of 141 nurses working in multi-specialty hospitals in a prominent city in India and analyzed using structural equation modeling. Findings A negative relationship was found between surface acting and job satisfaction but was found positive when EI was introduced as a moderator. Research limitations/implications The respondent population was females only and diversity in terms of gender was not obtained. Practical implications The study finds significant practical and theoretical contributions to the primary caregivers in a health care setting. It helps to understand the interplay of emotions in this job and use EI as an internal resource to mitigate the harmful effects of continued SA emotional labor strategy to job satisfaction. Social implications It gains a better understanding of the emotion-related parameters in the nursing profession and gives inputs to the community. It throws light on how internal resources can be used for better job satisfaction which in turn leads to better quality care in the health care industry. Originality/value Extant literature has been discussing SA as a negative strategy for positive employee outcomes, but the present study gives insights on how this can be mitigated by using EI as a resource.

scholarly journals The role of emotional service in the restaurant business

2022 ◽  
pp. 164-167
Author(s):  
N. A. Ofitserova
Keyword(s):  
Emotional Intelligence ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Work Performance ◽  
Positive Emotions ◽  
Emotional State ◽  
Communicative Competence ◽  
Point Of View ◽  
Emotional States

The article considers the restaurant business from the point of view of not only the entrepreneurial aspect, but also the service aspect, which is fundamental. The reasons why people visit restaurants have been revealed. In addition to physical need, restaurants are an element of cognition and a way of experiencing positive emotions. The importance of the restaurant business in shaping people’s positive emotional state has been formulated. Two forms of emotional labor of an employee and the influence of emotional states on work performance have been highlighted. The role of emotional intelligence and communicative competence in customer satisfaction with a restaurant visit has been determined. The importance of developing emotional intelligence has been concluded. Recommendations for its development has been formulated. 

scholarly journals Acting the part: Emotional intelligence and job satisfaction as predictors of emotional labor in travel agencies

2020 ◽  
pp. 146735842096565
Author(s):  
Milena Nedeljković Knežević ◽  
Marko D Petrović ◽  
Sanja Kovačić ◽  
Maja Mijatov ◽  
Darko B Vuković ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Customer Service ◽  
Emotional Labor ◽  
Structural Equation ◽  
Work Motivation ◽  
Future Research ◽  
Mediating Role ◽  
Travel Agencies ◽  
Novi Sad

Employees of retail travel agencies in sales roles can have long-lasting, direct contact with tourists which, in the case of poor customer service, can be extremely problematic for businesses. Because of this, it is important to understand how employees manage their emotions to help them to remain satisfied with their work, thus contributing to the satisfaction of tourists. However, job satisfaction, emotional intelligence and emotional labor in tourism have not previously been studied together as variables in a single model. This research analyses the mediating role of emotional intelligence in the relationship between job satisfaction and emotional labor in travel agencies, as well as job satisfaction as an antecedent of emotional labor. Data were collected from 160 employees of 45 travel agencies in the Serbian cities of Belgrade and Novi Sad. Results show that employees’ emotional intelligence mediates the positive relationship between job satisfaction and emotional labor. Management implications: Increasing employees’ emotional intelligence through training and development and actively recruiting employees with high emotional intelligence will reduce emotional exhaustion and improve customer satisfaction for retail travel agencies. Future research should include employees from other countries, in order to make comparisons and to validate results, as well as to test the created model by structural equation modelling (SEM), involving some other possible mediators, such as socio-demographics, personality traits or work motivation.

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