The study was designed to examine whether trait emotional intelligence would moderate the impact of negative emotions at work on job burnout. A total of 188 female nurses participated in this study and completed measures of trait affectivity, emotional intelligence, anger and sadness at work [over five consecutive days, nurses rated the extent to which they experienced anger-related emotions (i.e., irritation, embitterment and anger) and sadness-related emotions (i.e., depression, disappointment and sadness)], and burnout. The results revealed significant and positive relationships (...) between both types of negative emotions and burnout above and beyond demographics and the nurses’ trait affectivity. Importantly, the study demonstrated that trait emotional intelligence buffers the effects of negative emotions on burnout. Specifically, anger- and sadness-related emotions predicted greater burnout among nurses with low trait emotional intelligence but not among nurses with high trait emotional intelligence. These results suggest that emotional intelligence training could be implemented to prevent the adverse effect of negative emotions felt at work on job burnout. (shrink)

This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The results (...) of Study 2 (292 customer service representatives, 51% female) supported a moderated mediation model demonstrating that trait emotional intelligence (EI) buffers the direct and indirect (through SA) effects of CI on exhaustion. Specifically, it was found that employees exposed to many uncivil customer behaviors but high in trait EI reported using less SA and, thus, experienced fewer exhaustion symptoms than their low in trait EI counterparts. These results highlight EI as an important personal resource that mitigates the adverse effects of CI on service employees’ exhaustion, and suggest that organizations should consider implementing EI training programmes for their frontline service employees. (shrink)

Related to the research of working conditions, the link between organizational factors and health was traditionally analyzed using linear models. However, the literature analysis suggests inconsistencies in linear models predicting workers’ health levels. To clarify this issue, this exploratory research compares the linear and non-linear relationships between job demands-resources, and the psychological and physical symptoms of employees working in the main five service subsectors: commerce, horeca, public administration, education, and healthcare. With a final sample of 4,047 participants, our study data (...) were extracted from the II Andalusian Working Conditions Survey. Following the theoretical framework of JD-R Model and considering the Vitamin Model theoretical approach for non-linear relationships, our results showed that there were significant differences among the five subsectors analyzed regarding the linear and non-linear relationships between job demands-resources and psychological and physical symptoms of employees. Furthermore, task complexity generated non-linear relationships in higher proportion than time pressure and contact with users. Likewise, non-linear relationships found showed a U-shape. Moreover, the findings of non-linear relationships suggested that medium levels of task complexity should not be exceeded to avoid further negative impact on psychological and physical symptoms for service sector employees, preserving their health. Finally, some general practical implications of work environment interventions are suggested. (shrink)

The aim of this paper was to contribute to a broader understanding of the cognitive consequences of expressive suppression. Specifically, we examined whether the deteriorating effect of expressive suppression on cognitive functioning is caused by tense arousal enhanced by suppression. Two experiments were performed in order to test this prediction. In both studies we tested the effect of expressive suppression on working memory, as measured with a backwards digit-span task and anagram problem-solving task. In addition, in Study 2 we tested (...) whether expressive suppression degrades memory of the events that emerged during the period of expressive suppression. Both studies were conducted in a similar design: Participants watched a film clip which evoked negative emotions under the instruction to suppress those negative emotions or to simply watch the film. The results of these experiments lead to three conclusions. First, the results reveal that expressive suppression degrades memory of the events that emerged during the period of expressive suppression and leads to poorer performance on working memory tasks, as measured with a backwards digit-span task and anagram problem-solving task. Second, the results indicate that expressive suppression leads to a significant increase in subjective tense arousal. Third, the results support our prediction that expressive suppression decreases cognitive performance through its effects on subjective tense arousal. The results of the Study 1 show that tense arousal activated during expressive suppression of disgust fully mediates the negative effect of suppression on working memory as measured with a backwards digit-span task. The results of Study 2 reveal that subjective tense arousal elicited while suppressing sadness and anxiety mediates both the effect of suppression on working memory - as measured with the anagram task - and memory of the events that occurred during the period of suppression. (shrink)

The theoretical framework of the study was the Stressors-Emotions model. The aim of the study was to investigate the mediating role of job-related negative affectivity, and the moderating role of emotional suppression in the relationship between workplace aggression and counterproductive work behaviour. It was expected that workplace aggression would be linked to CWB directly and indirectly and that suppression of negative emotions would intensify the effects of workplace aggression. Two hundred and five nurses participated in the study. The regression analysis (...) with interactional effect was applied to test the research hypotheses. The results confirmed the direct and the indirect effect of workplace aggression on CWB. Two of the three analyzed emotions moderated the effects of workplace aggression on jobrelated negative affectivity and CWB. Results of the study partially support the notion of the Stress-Emotion model and provide further insight into processes that lead to CWB. (shrink)