dc.contributor.author | Ramachandran, Y | |
dc.contributor.author | Jordan, PJ | |
dc.contributor.author | Troth, AC | |
dc.contributor.author | Lawrence, SA | |
dc.date.accessioned | 2017-05-03T11:37:14Z | |
dc.date.available | 2017-05-03T11:37:14Z | |
dc.date.issued | 2011 | |
dc.date.modified | 2012-02-08T01:48:19Z | |
dc.identifier.issn | 1740-8938 | |
dc.identifier.doi | 10.1504/IJWOE.2011.044594 | |
dc.identifier.uri | http://hdl.handle.net/10072/42409 | |
dc.description.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. | |
dc.description.peerreviewed | Yes | |
dc.description.publicationstatus | Yes | |
dc.format.extent | 524790 bytes | |
dc.format.mimetype | application/pdf | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Inderscience Publishers | |
dc.publisher.place | United Kingdom | |
dc.relation.ispartofstudentpublication | Y | |
dc.relation.ispartofpagefrom | 136 | |
dc.relation.ispartofpageto | 157 | |
dc.relation.ispartofissue | 2 | |
dc.relation.ispartofjournal | International Journal of Work Organisation and Emotion | |
dc.relation.ispartofvolume | 4 | |
dc.rights.retention | Y | |
dc.subject.fieldofresearch | Organisational behaviour | |
dc.subject.fieldofresearch | Human resources and industrial relations | |
dc.subject.fieldofresearch | Strategy, management and organisational behaviour | |
dc.subject.fieldofresearchcode | 350710 | |
dc.subject.fieldofresearchcode | 3505 | |
dc.subject.fieldofresearchcode | 3507 | |
dc.title | Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
gro.faculty | Griffith 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.issued | 2011 | |
gro.hasfulltext | Full Text | |
gro.griffith.author | Jordan, Peter J. | |
gro.griffith.author | Troth, Ashlea C. | |