Emotional labour and its consequences: The moderating effect of emotional intelligence

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 (2013) Emotional labour and its consequences: The moderating effect of emotional intelligence. In: Individual Sources, Dynamics, and Expressions of Emotion. Research on Emotion in Organizations, 9. Emerald Group Publishing Limited, Bingley, United Kingdom, pp. 187-201. ISBN 9781781908884


Abstract

This study examines the relationship between emotional labour and burnout and the moderating effect of emotional intelligence on this relationship. The survey was conducted at several tourism and hospitality organizations in Florida, USA. The results show that both acting strategies of emotional labour relate positively to burnout. Tests of moderation show that emotional intelligence reduces employee burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence as a moderator, and provide some guidance for human resource practitioners about potentially beneficial training and recruitment activities. They also have implications for customer relationship management.


Statistics for USQ ePrint 49910
Statistics for this ePrint Item
Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 11 Aug 2022 04:49
Last Modified: 11 Aug 2022 04:49
Uncontrolled Keywords: emotional labour; emotional intelligence; burnout; task performance and OCB
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1108/S1746-9791(2013)0000009013
URI: http://eprints.usq.edu.au/id/eprint/49910

Actions (login required)

View Item Archive Repository Staff Only