Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence

Autor:	Xiaotong Lian, Xiaodan Wang
Rok vydání:	2015
Předmět:	Service (business) business.industry Emotional intelligence Questionnaire General Medicine Public relations Emotional labor Capital (economics) Mediation business Psychology Social psychology Tertiary sector of the economy Counterproductive work behavior
Zdroj:	American Journal of Industrial and Business Management. :388-395
ISSN:	2164-5175 2164-5167
DOI:	10.4236/ajibm.2015.56039
Popis:	Based on the perspective of service employees psychological capital, this study adopts questionnaire survey, with every 218 employees of service industry of Jilin province as samples, to examine the Chinese services employees’ psychological capital influence on counterproductive work behavior, and explore the mediation role of emotional labor (surface and deep acting) and the moderating role of leaders’ emotional intelligence. The results show that the service sector employees’ psychological capital is significantly negative correlated with counterproductive work behavior, deep acting plays the mediation role between the two, and that leaders’ emotional intelligence plays the moderating role between deep acting and the counterproductive work behavior. This study provides valuable theoretical bases and feasible solutions for preventing and controlling staff’s counterproductive work behavior caused by psychological capital timely and effectively.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::07f3a7ff78f65a641d57470343c2a172 https://doi.org/10.4236/ajibm.2015.56039 Zobrazit plný text záznamu