IDEAS home Printed from https://ideas.repec.org/a/ani/ipjhss/v6y2018i4p526-543.html
   My bibliography  Save this article

Does Perceived Organizational Support influence the Employees Emotional labor? Moderating & Mediating role of Emotional Intelligence

Author

Listed:
  • Zain Riaz
  • Ayesha Arif

    (University of Sargodha, Gujranwala Campus)

  • Qasim Ali Nisar
  • Shahzad Ali

    (Superior University Lahore.)

  • Muhammad Sajjad Hussain

    (Universiti Utara Malaysia.)

Abstract

The services sector is an emerging sector that needs extensive research that can be helpful in managing employees’ emotions. This study aims to examine the effect of perceived organizational support on emotional labor with the mediating role of emotional intelligence. Questionnaire survey method was adapted and data were collected from 370 employees of telecommunication sector through Simple Random Sampling Technique. Hypotheses were tested and analyzed by AMOS. Results showed that POS positively affects deep Acting but has a negative impact on surface acting. Results enlightened that emotional intelligence significantly mediates the relationship between perceived organizational support and emotional labor. The study also revealed the significant relationship of emotional labor and counterproductive work behavior. Surface acting positively and significantly effect on counterproductive work behavior whereas deep acting influence negatively on counterproductive work behavior. Findings also divulged that the relationship of emotional labor and counterproductive work behavior is significantly moderated by emotional intelligence.

Suggested Citation

  • Zain Riaz & Ayesha Arif & Qasim Ali Nisar & Shahzad Ali & Muhammad Sajjad Hussain, 2018. "Does Perceived Organizational Support influence the Employees Emotional labor? Moderating & Mediating role of Emotional Intelligence," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(4), pages :526-543, December.
    • Handle: RePEc:ani:ipjhss:v:6:y:2018:i:4:p:526-543
    as

    Download full text from publisher

    File URL: https://journals.internationalrasd.org/index.php/pjhss/article/view/90/61
    Download Restriction: no
    File URL: https://journals.internationalrasd.org/index.php/pjhss/article/view/90
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Cfcs, 2009. "Front Matter 2," 45th Annual Meeting, July 12-17, 2009, Frigate Bay, St. Kitts and Nevis 256320, Caribbean Food Crops Society.
    2. Chaoying Tang & Craig R. Seal & Stefanie E. Naumann & Krystal Miguel, 2013. "Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions," International Review of Management and Marketing, Econjournals, vol. 3(2), pages 50-57.
    3. Alan Barrett & Philip J. O'Connell, 2001. "Does Training Generally Work? The Returns to in-Company Training," ILR Review, Cornell University, ILR School, vol. 54(3), pages 647-662, April.
    4. Unknown, 2009. "Front Matter," Economics of Agriculture, Institute of Agricultural Economics, vol. 56(1), pages 1-7.
    5. Unknown, 2009. "Front Matter," Economics of Agriculture, Institute of Agricultural Economics, vol. 56(2), pages 1-6.
    6. Riggle, Robert J. & Edmondson, Diane R. & Hansen, John D., 2009. "A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research," Journal of Business Research, Elsevier, vol. 62(10), pages 1027-1030, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Catherine Lam & Frank Walter & Kan Ouyang, 2014. "Display rule perceptions and job performance in a Chinese retail firm: The moderating role of employees’ affect at work," Asia Pacific Journal of Management, Springer, vol. 31(2), pages 575-597, June.
    2. Sang M. Lee & DonHee Lee, 2022. "Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 1-28, March.
    3. Manale Harfouche & Hiam Chemaitelly & Silva P Kouyoumjian & Sarwat Mahmud & Karima Chaabna & Zaina Al-Kanaani & Laith J Abu-Raddad, 2017. "Hepatitis C virus viremic rate in the Middle East and North Africa: Systematic synthesis, meta-analyses, and meta-regressions," PLOS ONE, Public Library of Science, vol. 12(10), pages 1-22, October.
    4. Stanley Fischer & Jean-Claude Trichet & Joseph Yam, 2010. "Panel Discussion of Fifty Years of Monetary Policy: What Have We Learned?," RBA Annual Conference Volume (Discontinued), in: Christopher Kent & Michael Robson (ed.),Reserve Bank of Australia 50th Anniversary Symposium, Reserve Bank of Australia.
    5. Sarah Herpertz & Sophia Nizielski & Michael Hock & Astrid Schütz, 2016. "The Relevance of Emotional Intelligence in Personnel Selection for High Emotional Labor Jobs," PLOS ONE, Public Library of Science, vol. 11(4), pages 1-11, April.
    6. Maria Camprubi Robles & Cristina Campoy & Llenalia Garcia Fernandez & Jose M Lopez-Pedrosa & Ricardo Rueda & Maria J Martin, 2015. "Maternal Diabetes and Cognitive Performance in the Offspring: A Systematic Review and Meta-Analysis," PLOS ONE, Public Library of Science, vol. 10(11), pages 1-16, November.
    7. Shameem Shagirbasha, 2015. "Does mode of interaction impact emotional labour? A mixed method study among service employees in India," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 5(11), pages 196-205, November.
    8. Addison, John T. & Belfield, Clive R., 2004. "Unions, Training, and Firm Performance: Evidence from the British Workplace Employee Relations Survey," IZA Discussion Papers 1264, Institute of Labor Economics (IZA).
    9. Behrooz Gharleghi & Asghar Afshar Jahanshahi & Khaled Nawaser, 2018. "The Outcomes of Corporate Social Responsibility to Employees: Empirical Evidence from a Developing Country," Sustainability, MDPI, vol. 10(3), pages 1-15, March.
    10. Yvonne Jie Chen & Namrata Chindarkar, 2017. "The Value of Skills – Raising the Socioeconomic Status of Rural Women in India," Development Policy Review, Overseas Development Institute, vol. 35(2), pages 229-261, January.
    11. Dan S. Chiaburu & Subrata Chakrabarty & Jiexin Wang & Ning Li, 2015. "Organizational Support and Citizenship Behaviors: A Comparative Cross-Cultural Meta-Analysis," Management International Review, Springer, vol. 55(5), pages 707-736, October.
    12. Li Sun, 2019. "Perceived Organizational Support: A Literature Review," International Journal of Human Resource Studies, Macrothink Institute, vol. 9(3), pages 155-175, December.
    13. Thomas Zagenczyk & Ray Gibney & W. Few & Kristin Scott, 2011. "Psychological Contracts and Organizational Identification: The Mediating Effect of Perceived Organizational Support," Journal of Labor Research, Springer, vol. 32(3), pages 254-281, September.
    14. Berger, Johannes & Strohner, Ludwig, 2020. "Documentation of the PUblic Policy Model for Austria and other European countries (PUMA)," Research Papers 11, EcoAustria – Institute for Economic Research.
    15. Nadia Aslam & Amina Manzoor Ahmed & Qasim Ali Nisar & Muhammad Sarfraz, 2017. "Entrepreneurial Behaviours: The Influence of Personal and Organizational Characteristics," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(2), pages 223-233, April.
    16. Li, Sherry Xin & Wang, Shengzhe & Yang, Shuo, 2023. "What is in Local Dialects? A Field Experiment on Social Distance and Human Capital Development in Job Training," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 106(C).
    17. Sarath Delpachitra & Pham Van Dai, 2012. "The Determinants of TFP Growth in Middle Income Economies in ASEAN: Implication of Financial Crises," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 11(1), pages 63-88, June.
    18. Hope, Ole-Kristian & Su, Xijiang, 2021. "Peer-level analyst transitions," Journal of Corporate Finance, Elsevier, vol. 70(C).
    19. Nick Drydakis, 2019. "School‐Age Bullying, Workplace Bullying and Job Satisfaction: Experiences of LGB People in Britain," Manchester School, University of Manchester, vol. 87(4), pages 455-488, July.
    20. Dario Blanco-Fernandez & Stephan Leitner & Alexandra Rausch, 2022. "Interactions between the individual and the group level in organizations: The case of learning and autonomous group adaptation," Papers 2203.09162, arXiv.org.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ani:ipjhss:v:6:y:2018:i:4:p:526-543. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Umair Ahmed (email available below). General contact details of provider: https://journals.internationalrasd.org/index.php/pjhss/index .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.