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Emotional Labour and its Consequences: The Moderating Effect of Emotional Intelligence

Individual Sources, Dynamics, and Expressions of Emotion

ISBN: 978-1-78190-888-4, eISBN: 978-1-78190-889-1

Publication date: 29 July 2013

Abstract

This study examines the relationship between emotional labour and burnout and the moderating effect of emotional intelligence on this relationship. The survey was conducted at several tourism and hospitality organizations in Florida, USA. The results show that both acting strategies of emotional labour relate positively to burnout. Tests of moderation show that emotional intelligence reduces employee burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence as a moderator, and provide some guidance for human resource practitioners about potentially beneficial training and recruitment activities. They also have implications for customer relationship management.

Keywords

Citation

Prentice, C. (2013), "Emotional Labour and its Consequences: The Moderating Effect of Emotional Intelligence", Individual Sources, Dynamics, and Expressions of Emotion (Research on Emotion in Organizations, Vol. 9), Emerald Group Publishing Limited, Bingley, pp. 187-201. https://doi.org/10.1108/S1746-9791(2013)0000009013

Publisher

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Emerald Group Publishing Limited

Copyright © 2013 Emerald Group Publishing Limited