The Effects Of Emotional Labour And Emotional Intelligence On Workplace Behaviors Among Service Workers

1924 Words Nov 28th, 2016 8 Pages
Ang Chooi Hwa, Magdalene, and Hanudin Amin. "Why Emotion At Work Matters: Examining The Influence Of Emotional Labour And Emotional Intelligence On Workplace Behaviours Among Service Workers In East Malaysia." Kajian Malaysia: Journal Of Malaysian Studies 34.1 (2016): 79-105. Academic Search Complete. Emotional labor and emotional intelligence are hypothesized to be influencing factors on non-task performance behaviors. For emotional labor, certain jobs that have high interaction with customers and the public require employees to be able to regulate their emotion in the workplace to achieve the organizational goals. These employees are to display positive emotions while working. People with high emotional intelligence are better able to decipher another 's nonverbal cues and use that information to know how best to manage their own emotions and other people 's emotions. This study found that emotional intelligence and emotional labor were better able to predict deviant work behaviors over non-deviant work behaviors. Employees with high emotional intelligence will display fewer deviant behaviors than those with low emotional intelligence. High emotional intelligence also decreases the effects of emotional labor on deviant work behavior but did not prove to increase the likelihood of emotional labor on non-deviant work behavior.
Ashkanasy, Neal M., and Catherine S. Daus. "Emotion In The Workplace: The New Challenge For Managers." Academy Of Management Executive 16.1 (2002):…

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