Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations
Polish Psychological Bulletin 44 (2):201-212 (2013)
AbstractTraditionally, most of the research on occupational burnout has focused on organizational stressors, such as workload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout. This study was designed to examine the effects of individuals’ affective traits and affective states on burnout. The main hypothesis of this study was that emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees during their interactions with clients and emotional exhaustion. A total of 137 service sector employees rated the extent to which they felt four positive emotions and four negative emotions while interacting with clients. The results indicated that negative affectivity was significantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed the reverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported more symptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were low in the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees who were high in trait emotional intelligence.
Similar books and articles
Unpacking the Goal Congruence–Organizational Deviance Relationship: The Roles of Work Engagement and Emotional Intelligence. [REVIEW]Dirk De Clercq, Dave Bouckenooghe, Usman Raja & Ganna Matsyborska - 2014 - Journal of Business Ethics 124 (4):1-17.
Faktor-Faktor Yang Mempengaruhi Burnout Pada Tenaga Penjual. Nevi, Liche Seniati & Rostiana D. N. - 2010 - Phronesis (Misc) 7 (2).
Features of Emotional Experiences in Individuals with Personality Disorders.Anna Gabińska & Ewa Trzebińska - 2014 - Polish Psychological Bulletin 45 (2):147-155.
Sense Versus Sensibility.Smadar Gonen - 2008 - International Journal of Applied Philosophy 22 (1):133-147.
Gejala Burnout Dan Persepsi Terhadap Dukungan Rekan Sekerja. Eviaty & Monty P. Satiadarma - 2010 - Phronesis (Misc) 7 (2).
Conflict and Emotional Exhaustion in Obstetrician-Gynaecologists: A National Survey.John D. Yoon, Kenneth A. Rasinski & Farr A. Curlin - 2010 - Journal of Medical Ethics 36 (12):731-735.
Emotion Work and Emotional Exhaustion in Teachers: The Job and Individual Perspective.Gérard Näring, Peter Vlerick & Bart Van de Ven - 2012 - Educational Studies 38 (1):63-72.
Emotional Labour and Indirectly Measured Attitude Towards Occupation in Explaining Employee Well-Being.Aleksandra Fila–Jankowska & Sylwiusz Retowski - 2013 - Polish Psychological Bulletin 44 (2):165-175.
Levels of Emotional Awareness: Neurological, Psychological, and Social Perspectives.Richard D. R. Lane - 2000 - In Reuven Bar-On & James D. A. Parker (eds.), The Handbook of Emotional Intelligence: Theory, Development, Assessment, and Application at Home, School, and in the Workplace. Jossey-Bass. pp. 171-191.
Machiavellianism, Emotional Intelligence and Social Competence: Are Machiavellians Interpersonally Skilled?Irena Pilch - 2008 - Polish Psychological Bulletin 39 (3):158-164.
A Prolegomena to "Emotional Intelligence".Kristján Kristjánsson - 1999 - Philosophy in the Contemporary World 6 (1):49-54.
The Effect of Automatic Vs. Reflective Emotions on Cognitive Control in Antisaccade Tasks and the Emotional Stroop Test.Maria T. Jarymowicz & Kamil K. Imbir - 2013 - Polish Psychological Bulletin 44 (2):137-146.
A Study of Ethical Decision Making by Physicians and Nurses in Hospitals.Satish P. Deshpande - 2009 - Journal of Business Ethics 90 (3):387-397.
Added to PP
Historical graph of downloads
Citations of this work
Emotional Intelligence Buffers the Effects of Negative Emotions on Job Burnout in Nursing.Dorota Daniela Szczygiel & Moïra Mikolajczak - 2018 - Frontiers in Psychology 9.
Psychometric Properties of the Polish Version of the Trait Emotional Intelligence Questionnaire-Short Form.Agata Wytykowska, Aleksandra Jasielska & Dorota Szczygieł - 2015 - Polish Psychological Bulletin 46 (3):447-459.
Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model.Dorota Daniela Szczygiel & Róz·A. Bazińska - 2021 - Frontiers in Psychology 11.
How Do Negative Emotions Regulate the Effects of Workplace Aggression on Counterproductive Work Behaviours?Łukasz Baka - 2015 - Polish Psychological Bulletin 46 (3):326-335.
Linear and Non-Linear Relationships Between Job Demands-Resources and Psychological and Physical Symptoms of Service Sector Employees. When is the Midpoint a Good Choice?Francisco J. Sanclemente, Nuria Gamero, Alicia Arenas & Francisco J. Medina - 2022 - Frontiers in Psychology 13.
References found in this work
Health Complaints, Stress, and Distress: Exploring the Central Role of Negative Affectivity.David Watson & James W. Pennebaker - 1989 - Psychological Review 96 (2):234-254.
On the Criterion and Incremental Validity of Trait Emotional Intelligence.Konstantin Vasily Petrides, Juan Carlos Pérez-González & Adrian Furnham - 2007 - Cognition and Emotion 21 (1):26-55.
Intelligent Emotion Regulation.Tanja Wranik, Lisa Feldman Barrett & Peter Salovey - 2007 - In James J. Gross (ed.), Handbook of Emotion Regulation. Guilford Press.
Affect Regulation and Affective Forecasting.George Loewenstein - 2007 - In James J. Gross (ed.), Handbook of Emotion Regulation. Guilford Press. pp. 180--203.
The Maslach Burnout Inventory-General Survey: Validation Across Different Occupational Groups in Poland.Pawel Kleka & Teresa Chirkowska-Smolak - 2011 - Polish Psychological Bulletin 42 (2):86-94.