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Emotional Intelligence, Emotional Labour and Work Effectiveness in Service Organisations: A Proposed Model

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  • Abdul Kadir Othman
  • Hazman Shah Abdullah
  • Jasmine Ahmad

Abstract

The paper draws together literature on emotional intelligence (EI) and emotional labour (EL) and examines its influence on work effectiveness (WQ) in different business settings; professional service, service shop and mass service. In professional service, it is proposed that EI is important in assisting employees to achieve highly in five facets of WQ; job role, career role, innovator role, team role and organisation role. In service shop, the influence of EI is moderate but the role of EL is increasingly important. In mass service, EI does not significantly contribute to high WQ instead EL plays its effective role in promising WQ. Therefore, the role of emotional intelligence and emotional labour in influencing service quality is dependent on the type of service organisations.

Suggested Citation

  • Abdul Kadir Othman & Hazman Shah Abdullah & Jasmine Ahmad, 2008. "Emotional Intelligence, Emotional Labour and Work Effectiveness in Service Organisations: A Proposed Model," Vision, , vol. 12(1), pages 31-42, January.
    • Handle: RePEc:sae:vision:v:12:y:2008:i:1:p:31-42
    DOI: 10.1177/097226290801200105
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    References listed on IDEAS

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    1. Calder, Bobby J & Phillips, Lynn W & Tybout, Alice M, 1981. "Designing Research for Application," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(2), pages 197-207, September.
    2. Jane Z. Sojka & Dawn R. Deeter-Schmelz, 2002. "Enhancing the Emotional Intelligence of Salespeople," American Journal of Business, Emerald Group Publishing, vol. 17(1), pages 43-50.
    3. Mark Easterby‐Smith & Mary Crossan & Davide Nicolini, 2000. "Organizational Learning: Debates Past, Present And Future," Journal of Management Studies, Wiley Blackwell, vol. 37(6), pages 783-796, September.
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    Cited by:

    1. Achmad Choerudin, 2016. "The Effect Of Emotional Intelligence On Job Performance And Turnover Intention: An Empirical Study," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 14(1), pages 51-62, December.

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