Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments

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Title Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments
Author Ramachandran, Yashotha; Jordan, Peter Jeffrey; Troth, Ashlea Clare; Lawrence, Sandra Anne
Journal Name International Journal of Work Organisation and Emotion
Year Published 2011
Place of publication United Kingdom
Publisher Inderscience Publishers
Abstract There is increasing recognition regarding the role of emotions in predicting the performance of workers. In particular, there has been extensive interest regarding the constructs of Emotional Intelligence and Emotional Labour in the promotion of more productive worker behaviour. Research focusing on emotions in the workplace has typically been conducted within western settings. In this study, we examine the impact of Emotional Intelligence (EI) on Emotional Labour (EL) and Organisational Citizenship Behaviour (OCB) in the Malaysian service industry. Data were collected from 131 front desk employees across four resorts within a Malaysian hotel chain. In line with expectations, analyses revealed that EL partially mediated the relationship between EI and OCB. Implications for theory and practice in non-western settings are discussed.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1504/IJWOE.2011.044594
Copyright Statement Copyright 2011 Inderscience Publishers. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
Volume 4
Issue Number 2
Page from 136
Page to 157
ISSN 1740-8938
Date Accessioned 2011-11-28; 2012-02-08T01:48:19Z
Date Available 2012-02-08T01:48:19Z
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject Organisational Behaviour
URI http://hdl.handle.net/10072/42409
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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