To read this content please select one of the options below:

The missing link between emotional demands and exhaustion

Kelly Z. Peng (Enterprise & Social Development Research Centre, Department of Business Administration, Hong Kong Shue Yan University, North Point, Hong Kong)
Chi‐Sum Wong (Department of Management, Chinese University of Hong Kong, Shatin, Hong Kong)
Hong‐Sheng Che (Beijing Applied Experimental Psychological Lab, The Beijing Normal University, Beijing, China)

Journal of Managerial Psychology

ISSN: 0268-3946

Article publication date: 28 September 2010




The purpose of this paper is to preliminary explain the possibly complicated moderating effects of job resources. The paper specifies the missing link between job demand and burnout by focusing on the coping strategy argument.


The paper preliminary supports the mediated moderation model of the missing link by a large sample cross‐sectional survey.


The two coping strategies as mediators for the relationship between emotional demands and exhaustion are supported. Strong supports for the moderation effect of emotional intelligence on the relationship between emotional demands and the two coping strategies are found. Some support for the moderation of supervisor support on the relationship between deep acting and exhaustion are found.

Research limitations/implications

The paper contributes to the job demands‐control‐support and job demands‐resources models, as the proposed model helps to explain the inconsistent results for the buffering effect of job resources found in the literature. It also contributes to the literature of emotional intelligence, as it provides clear evidence of its importance in handling emotional demands.

Practical implications

Deep acting is important. An organization may take more efforts in training employees to equip them with it. Emotional intelligence is also a vital resource and so organizations may benefit if they engage in relevant selection and training practices.


Emotional intelligence, an individual ability, is empirically demonstrated to be an important type of job resources that can buffer the negative effect of job demands on employee well‐being.



Peng, K.Z., Wong, C. and Che, H. (2010), "The missing link between emotional demands and exhaustion", Journal of Managerial Psychology, Vol. 25 No. 7, pp. 777-798.



Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

Related articles