The Effect of Emotional Labor on Job Burnout and Customer Orientation according to Emotional Intelligence of Apartment Security Guard

The purpose of this study is to examine the moderated mediating effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks. A total of 288 securities clerks were asked to complete the questionnaires and the data were analyzed using SPSS 23.0 and Mplus 7.0. The results were as follows. First, surface acting had no significant effect on job satisfaction. Seocond, deep acting had significantly positive effect on job satisfaction. Third, surface acting were found to have significantly positive effect on job burnout. Fourth, deep acting were found to have significantly negative effect on job burnout. Fifth, job burnout is shown to have significantly negative effect on job satisfaction. Sixth, a mediating model showed that an association between surface acting and deep acting and job satisfaction were partially mediated by job burnout. Seventh, emotional intelligence showed the moderated mediating effect of deep acting and job burnout on job satisfaction. Finally, the implications and limitation of the present study are discussed.

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Examining the impact of Emotional Intelligence on Organizational Role Stress

International Journal of Human Capital and Information Technology Professionals ◽

10.4018/ijhcitp.2015010105 ◽

2015 ◽

Vol 6 (1) ◽

pp. 51-63 ◽

Cited By ~ 1

Author(s):

Shubhangini Rathore ◽

Vandana Ahuja

Keyword(s):

Emotional Intelligence ◽

Emotional Labor ◽

Prolonged Exposure ◽

Service Industry ◽

Customer Orientation ◽

Focal Point ◽

Role Stress ◽

Organizational Role ◽

Mind And Body ◽

The Impact

The nature of jobs in the service industry, are characterized by complex work systems and customer orientation; which require huge emotional labor. These multitudinous demands on the personal and professional fronts, lead to a depletion and exhaustion of resources of the mind and body. Prolonged exposure to such situations has been found to have dysfunctional effects on the individuals; leading to organizational role stress. It has been observed that employees with higher emotional intelligence are more aware of the coping strategies to deal with stress. The acknowledgement to develop emotional competencies of the workforce is therefore, a focal point of concern for human resource practitioners today. This paper attempts to explore the relationship between organizational Role Stress and Emotional Intelligence in the Indian IT industry. Data was collected from a total of 160 employees, both Managers and Non Managers working in the Delhi NCR Region. Emotional Intelligence was measured by developing a scale consisting of 27 items, which was developed by the researchers in the previous studies; by adapting to Indian and Western perspectives on emotional Intelligence. Stress was measured using the Organizational Role Stress questionnaire comprising of 50 items. The results show a strong correlation between Role Stress and Emotional Intelligence and significant impact of Emotional Intelligence and Organizational Stress.

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