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dc.contributor.authorRamachandran, Y
dc.contributor.authorJordan, PJ
dc.contributor.authorTroth, AC
dc.contributor.authorLawrence, SA
dc.date.accessioned2017-05-03T11:37:14Z
dc.date.available2017-05-03T11:37:14Z
dc.date.issued2011
dc.date.modified2012-02-08T01:48:19Z
dc.identifier.issn1740-8938
dc.identifier.doi10.1504/IJWOE.2011.044594
dc.identifier.urihttp://hdl.handle.net/10072/42409
dc.description.abstractThere 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent524790 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherInderscience Publishers
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationY
dc.relation.ispartofpagefrom136
dc.relation.ispartofpageto157
dc.relation.ispartofissue2
dc.relation.ispartofjournalInternational Journal of Work Organisation and Emotion
dc.relation.ispartofvolume4
dc.rights.retentionY
dc.subject.fieldofresearchOrganisational behaviour
dc.subject.fieldofresearchHuman resources and industrial relations
dc.subject.fieldofresearchStrategy, management and organisational behaviour
dc.subject.fieldofresearchcode350710
dc.subject.fieldofresearchcode3505
dc.subject.fieldofresearchcode3507
dc.titleEmotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Graduate School of Management
gro.rights.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.
gro.date.issued2011
gro.hasfulltextFull Text
gro.griffith.authorJordan, Peter J.
gro.griffith.authorTroth, Ashlea C.


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