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Open Access
Article
Publication date: 7 August 2017

Jaewon Yoo and Jicheol Jeong

This paper aims to examine the effect of employees’ emotional labor on work engagement and boundary-spanner creativity based on the job demands-resources model from the…

10494

Abstract

Purpose

This paper aims to examine the effect of employees’ emotional labor on work engagement and boundary-spanner creativity based on the job demands-resources model from the perspective of salespeople.

Design/methodology/approach

To analyze the data, a confirmatory factor analysis and structural equation modeling procedure using LISREL 8.5 were used. Next, the conditional process modeling was fitted to test the moderated mediation hypotheses.

Findings

The analysis results showed that deep acting has a positive effect on work engagement, whereas surface acting has a negative effect, indicating that work engagement of sales representatives is differently related to each factor of emotional labor. Second, work engagement of salespeople has a positive effect on boundary spanner creativity. Next, entrepreneurship has a moderate effect in the relationship between emotional labor and work engagement with customer stewardship and has a positive moderating effect in the relationship between work engagement and boundary spanner creativity.

Practical implications

Considering the positive effect of boundary spanner creativity on work engagement, it is important to maintain interaction with customers, including adaptive behaviors and customer orientation, as customers’ demand increases. The individual competence and capability of salespeople such as entrepreneurship are directly related to interaction with customers, so when the right strategy is defined for each type of entrepreneurship of salespeople, it will create a positive corporate culture and lead to performance improvement.

Originality/value

Compared with most studies, more direct factors of emotional labor were assessed to detect positive effects in this study. More specifically, when salespeople were forced to fake their feelings, they were more likely to recognize stress or burnout due to emotional dissonance between what they really felt and what they had to express to comply with organizational regulations.

Details

Asia Pacific Journal of Innovation and Entrepreneurship, vol. 11 no. 2
Type: Research Article
ISSN: 2071-1395

Keywords

Article
Publication date: 13 February 2019

Lindsey Lee and Juan M. Madera

The purpose of this paper is to examine how emotional labor strategies (deep and surface acting) impact engagement through stress via two different emotional displays (suppressing…

2438

Abstract

Purpose

The purpose of this paper is to examine how emotional labor strategies (deep and surface acting) impact engagement through stress via two different emotional displays (suppressing negative emotions and expressing positive emotions) in coworker-to-coworker relationships.

Design/methodology/approach

This study used psychological and temporal separation techniques to survey hotel managers (Study 1) and hospitality students with frontline service jobs (Study 2).

Findings

Across both samples, the results showed that surface acting was related to suppressing negative emotions, which was positively related to stress, deep acting was related to expressing positive emotions, which was negatively related to stress, and stress was negatively related to engagement, suggesting that emotional labor affects engagement through either deep acting or surface acting and their related emotional displays.

Practical implications

The results show that hospitality employees either genuinely express positive emotions as a strategy to deep act or suppress negative emotions as a strategy to surface act with coworkers. Both emotional displays were related to engagement, suggesting that employers should alter expectations for emotional displays among coworkers and train employees how to manage their emotions to have a positive impact on engagement.

Originality/value

The unique contribution of the current paper is showing how emotional labor is related to engagement in the context of coworker-to-coworker emotional labor, which is rarely found in customer-based emotional labor. The results also provide a better understanding of how surface and deep acting are used in a hospitality context, because the measures of surface and deep acting usually focus on broad emotions rather than discrete emotions.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 July 2023

Shashan Bao and Phillip M. Jolly

This study investigates the role of emotional energy as a mediator of the relationship between transformational leadership (TFL) and work engagement.

Abstract

Purpose

This study investigates the role of emotional energy as a mediator of the relationship between transformational leadership (TFL) and work engagement.

Design/methodology/approach

A two-wave survey was conducted through Prolific and 392 valid responses were collected from full-time hospitality and tourism employees. RStudio was used for structural equation modeling and bootstrapping analysis.

Findings

Results indicate that the positive relationship between TFL and work engagement is mediated by emotional energy.

Practical implications

The research particularly highlights to practitioners the important role of emotional energy and provides methods to improve emotional energy. Hospitality leaders should monitor the emotional energy levels of their employees and strive to avoid energy depletion. The findings also provide practitioners with some support in explaining the importance of leadership training workshops to leaders and their organizations.

Originality/value

The study provides new insight into the process underlying the TFL–work engagement relationship and highlights the importance of emotional energy as a construct of study in the hospitality industry.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 22 August 2022

Rabindra Kumar Pradhan, Kailash Jandu, Jayalaxmi Samal and Janaki Ballav Patnaik

Drawing on the positive activity model, this study aims to investigate the impact of workplace spirituality on the level of engagement shown by the teachers at higher education…

Abstract

Purpose

Drawing on the positive activity model, this study aims to investigate the impact of workplace spirituality on the level of engagement shown by the teachers at higher education institutions. This study also tries to explore if emotional intelligence acts as a mediator in the relationship between workplace spirituality and employee engagement.

Design/methodology/approach

Using the purposive sampling technique, data were collected from the teachers (N = 287) teaching at various Indian educational institutions imparting tertiary education. The variables under study were measured using standardized instruments. The data were analyzed by means of Statistical Package for Social Sciences 20.0 and Analysis of Moment Structures software tools.

Findings

The findings generated from structural equation modeling analysis revealed that the teachers who practiced spirituality at their workplace were more engaged. Furthermore, emotional intelligence partially mediated this relationship.

Practical implications

This study underscores the importance of providing a spiritually conducive work milieu and nurturing emotional intelligence among the higher education teachers for better job outcomes.

Originality/value

This study offers insights into the mechanism linking spirituality at the workplace (a positive activity) and employee engagement (an indicator of well-being) in the context of higher education sector.

Details

International Journal of Ethics and Systems, vol. 39 no. 4
Type: Research Article
ISSN: 2514-9369

Keywords

Article
Publication date: 7 March 2023

Ana Junça Silva and Norton Almeida

Online learning is an effective training strategy to help students, as one of the success factors is academic engagement. Therefore, the use of online training courses to…

Abstract

Purpose

Online learning is an effective training strategy to help students, as one of the success factors is academic engagement. Therefore, the use of online training courses to influence academic engagement and performance in emotional intelligence learning experiences is worthy of investigation. This study explores the influence of emotional intelligence as an online training course and its impact on academic engagement and learning outcomes–performance.

Design/methodology/approach

The authors used a quasi-experimental study with two groups of participants who were randomly assigned (experimental e control) and with pretest–posttest measurements of the online training. The emotional intelligence online training (for the experimental group) was conducted during a single semester, with eight hours of training. The methodology of reflective, role-playing, case study and group work was followed. Measurements of student academic engagement and emotional intelligence were collected before (one week before the training) and after the intervention (on the last training session). Performance was measured after the intervention.

Findings

The mean scores improved for all the variables, with the differences being statistically significant. The students assessed their learning positively. The results also showed that emotional intelligence was positively related to academic engagement but not to performance. This means that emotional intelligence training was effective in increasing the academic engagement of university students.

Practical implications

The results are promising in terms of the students retaining the competencies acquired. Therefore, this type of online training is recommended for the emotional intelligence and academic engagement of future human resources professionals. Moreover, according to the results, it would be possible to use emotional intelligence training programs in schools, besides other programs, to promote the academic engagement and performance of students.

Originality/value

The design of the study provides evidence that is an added value for higher education institutions.

Details

International Journal of Educational Management, vol. 37 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 5 October 2022

Kim-Lim Tan, Ivy S.H. Hii, Wenqian Zhu, Choi-Meng Leong and Eliver Lin

Leveraging the technology acceptance model (TAM) and the stimulus–organism–response (S–O–R) theory, this paper aims to investigate how the utilitarian and hedonic factors in…

Abstract

Purpose

Leveraging the technology acceptance model (TAM) and the stimulus–organism–response (S–O–R) theory, this paper aims to investigate how the utilitarian and hedonic factors in virtual reality (VR) technologies affect consumers' intention to travel in the endemic phase of COVID-19. At the same time, the study incorporated emotional engagement and two forms of trust as possible organisms for this model.

Design/methodology/approach

Through snowball sampling, data collected from 263 respondents were analysed using the partial least square structural equation modelling (PLS-SEM).

Findings

The findings revealed that among the different forms of hedonic and utilitarian factors, all but perceived entertainment has a significant positive relationship to emotional engagement. Additionally, emotional engagement positively influences trust in the product and seller. However, the results show that only trust in the seller has a significant relationship with travelling intention. Predictive analysis shows that the model displays a strong predictive power.

Originality/value

This study differentiates from the existing literature by investigating the effect of VR technologies on the two different forms of trust and emotional engagement on travelling intention. This study extends earlier studies by supplementing the explanatory perspective with a predictive focus, which is particularly important in making sound recommendations on managerial decision-making.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 7
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 4 November 2022

Fang Qin, Wei Le, Min Zhang and Yujia Deng

The boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who…

1712

Abstract

Purpose

The boom in livestreaming commerce (LSC) has brought significant changes to social interaction methods. Understanding customer engagement in LSC is critical for online sellers who try to enhance the social influence and improve marketing effectiveness of LSC. Based on the stimulus–organism–response (S–O–R) paradigm, this study aims to develop a model to investigate the effects of perceived attributes of LSC (real-time interaction, perceived proximity and perceived authenticity) on social support (informational and emotional support) and subsequent engagement.

Design/methodology/approach

An online survey is conducted to collect data from LSC customers, and data are analyzed using SPSS and SmartPLS.

Findings

The results indicate that informational and emotional support are positively affected by real-time interaction, perceived proximity and perceived authenticity. In turn, informational and emotional support enable and mediate the prediction of customer engagement intention in LSC.

Originality/value

Prior LSC studies tend to focus on the motivation influencing LSC engagement from the perspective of perceived value. This study confirms the importance of perceived attributes of LSC in driving customer engagement from the perspective of social support.

Details

Journal of Service Theory and Practice, vol. 33 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 10 July 2023

Farhina Hameed, Ghazala Ambreen and Younus Awan

Bullying is an uncontrolled incident in today's global workplace and widely recognized as a major issue that has to be explained, addressed and resolved, both from a research and…

Abstract

Purpose

Bullying is an uncontrolled incident in today's global workplace and widely recognized as a major issue that has to be explained, addressed and resolved, both from a research and management aspect. However, it has a devastating impact on teacher performance thus a need to study its impact is crucial and integral. The study's purpose is to look into the impact of workplace bullying (WB) on work engagement (WE), as well as the influence of emotional exhaustion (EE) and psychological distress (PD) as mediators. Further, the study analyzed the role of emotional intelligence (EI) as a moderator for teacher's psychological distress and work engagement.

Design/methodology/approach

A quantitative approach was employed using 63 items and a 7-point Likert scale questionnaire administered to 366 teachers working in schools located in Islamabad. Data has been collected with the time lag method. Confirmatory Factor Analysis is employed to estimate factors whereas Structural Equation Modeling is executed to test hypotheses by using AMOS-23.

Findings

Results suggest that workplace bullying is significantly related to work engagement and this relationship is partially mediated by emotional exhaustion and psychological distress. Further, it confirmed the role of emotional intelligence as a moderator between psychological distress and work engagement.

Research limitations/implications

First of all, single-source data has been used (responses collected from teachers) which may raise issues regarding CMB thus, future studies might collect data at different levels for better generalizability. Secondly, the study is based on a convenience sampling technique thus the hypothesized model may not be generalized to the entire population. Thirdly, the study found four variables in total to measure the effect on work engagement, therefore, individual characteristics or personality traits can better capture the notion.

Practical implications

The finding of the study would be helpful for the educational sector as they are playing an integral part in our society and such dilemmas need to be addressed with possible solutions.

Originality/value

This is one of the few studies which measure the mediator and moderator both consecutively in measuring workplace bullying and work engagement in the educational sector of Pakistan.

Details

Evidence-based HRM: a Global Forum for Empirical Scholarship, vol. 12 no. 1
Type: Research Article
ISSN: 2049-3983

Keywords

Article
Publication date: 16 September 2021

Naseer Abbas Khan, Zhang Hui, Ali Nawaz Khan and Mohsin Ali Soomro

Leadership research is of interest to academics and practitioners in the construction industry. Based on the ego-depletion theory and authentic leadership theory, the current…

1257

Abstract

Purpose

Leadership research is of interest to academics and practitioners in the construction industry. Based on the ego-depletion theory and authentic leadership theory, the current study aims to investigate the impact of women authentic leadership on leaders' emotional exhaustion and job engagement in the construction industry.

Design/methodology/approach

The data were gathered in two waves using a time lag approach. The responses of 276 women leaders-follower dyads from construction firms in China's eastern provinces were analyzed using a moderated mediation model.

Findings

Most of the proposed hypotheses were supported by the findings of this study, which showed that authentic leadership can reduce emotional exhaustion in women leaders and increase work engagement through ego depletion. Furthermore, the leader's sense of belonging, according to this study, moderates the mediating effect of ego depletion.

Research limitations/implications

This study can help managers, policymakers and human resource professionals think about authentic leadership and its impact on women leaders. Furthermore, ego depletion has an impact on the psychological well-being of authentic women leaders. The sense of belongingness of a leader is critical in buffering the negative effects of ego depletion for women in authentic leadership. Thus, women leaders in construction sector should be encouraged to express a sense of belonging to their followers, since this will improve their work engagement and lessen their emotional exhaustion.

Originality/value

This study is unique in that it examines the authentic behavior of women leaders in the Chinese construction sector, which is a challenging profession for women to work in as site managers. This study contributes to the literature on women in leadership by demonstrating how authentic leadership behavior influences the wellbeing and engagement of leaders. In addition, the study indicated that the effect of the mediator (ego depletion) and moderator (leader sense of belongingness) on the relationship between women's authentic leadership and the leader's own psychological wellbeing and job engagement was significant.

Details

Engineering, Construction and Architectural Management, vol. 29 no. 10
Type: Research Article
ISSN: 0969-9988

Keywords

Open Access
Article
Publication date: 18 May 2020

Denise M. Wilson, Lauren Summers and Joanna Wright

This study investigated how behavioral and emotional forms of engagement are associated with faculty support and student-faculty interactions among engineering students.

2768

Abstract

Purpose

This study investigated how behavioral and emotional forms of engagement are associated with faculty support and student-faculty interactions among engineering students.

Design/methodology/approach

Quantitative research methods were used to analyze survey data from 781 undergraduates in seven large undergraduate engineering courses. Linear hierarchical regression models were used to evaluate the relationships between demographics (gender, race/ethnicity, family education, US status and transfer status) and student engagement and between faculty behaviors and engagement.

Findings

Faculty support was consistently, significantly and positively linked to all forms of student engagement, while student-faculty interactions were significantly and positively linked to effort and positive emotional engagement and negatively linked to attention and (an absence of) negative emotional engagement. Gender, race/ethnicity, international student status and transfer status significantly predicted at least one form of engagement.

Research limitations/implications

Although this was a single institution study and cross-sectional, the findings suggest that faculty support and student-faculty interactions, while important for engagement, have different effects on different types of students. Faculty and teacher professional development efforts should raise awareness of these differences in order to enhance diversity and inclusion in engineering courses and curricula at all levels.

Originality/value

The analysis of behavioral and emotional forms of engagement represents more of a motivational lens on engagement in contrast to the traditional focus on time-on-task or time spent in fruitful educational practices, as is the norm with much of the engagement literature in higher education.

Details

Journal of Research in Innovative Teaching & Learning, vol. 13 no. 1
Type: Research Article
ISSN: 2397-7604

Keywords

11 – 20 of over 33000