Emotional Intelligence, Emotional Labour and Work Effectiveness in Service Organisations: A Proposed Model

Autor:	Jasmine Ahmad, Hazman Shah Abdullah, Abdul Kadir Othman
Rok vydání:	2008
Předmět:	Service (business) Emotional labor Work (electrical) Strategy and Management Emotional intelligence Business and International Management Psychology Social psychology
Zdroj:	Vision: The Journal of Business Perspective. 12:31-42
ISSN:	2249-5304 0972-2629
DOI:	10.1177/097226290801200105
Popis:	The paper draws together literature on emotional intelligence (EI) and emotional labour (EL) and examines its influence on work effectiveness (WQ) in different business settings; professional service, service shop and mass service. In professional service, it is proposed that EI is important in assisting employees to achieve highly in five facets of WQ; job role, career role, innovator role, team role and organisation role. In service shop, the influence of EI is moderate but the role of EL is increasingly important. In mass service, EI does not significantly contribute to high WQ instead EL plays its effective role in promising WQ. Therefore, the role of emotional intelligence and emotional labour in influencing service quality is dependent on the type of service organisations.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::db02bdc04991b0ed30a0a29a8779ea75 https://doi.org/10.1177/097226290801200105 Zobrazit plný text záznamu Plný text ve formátu PDF