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Trait emotional intelligence, emotional labour, and burnout among Malaysian HR professionals

Author

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  • Angeli Santos
  • Michael J. Mustafa
  • Terk Chern Gwi

Abstract

Purpose - – This study aims to examine the concepts of trait emotional intelligence (EI), emotional labour strategies and burnout among internal human resources (HR) service providers. It proposes a model to deepen our understanding of the processes explaining the protective effects of trait EI on employee burnout. Design/methodology/approach - – The present study comprises a sample of 143 HR professionals from a large Malaysian financial institution. Findings - – Results suggest that trait EI predicted personal- and work-related burnout but not client-related burnout. Trait EI was also found to be partly related to emotional labour (EL), exhibiting a negative relationship with surface acting but not with deep acting. While surface acting exhibited a significant relationship on all three forms of burnout, deep acting was only significantly related to client burnout. Moreover, mediation analyses revealed that surface acting partly mediated the relationship between EI and burnout. Originality/value - – This study examines the relationship between EI, EL and burnout in HR professionals. This study is the first in the literature to examine these relationships in the context of internal service providers and in a non-Western context. Our study enhances our understanding of the processes explaining the protective effects of trait EI on employee burnout in a non-Western context.

Suggested Citation

  • Angeli Santos & Michael J. Mustafa & Terk Chern Gwi, 2015. "Trait emotional intelligence, emotional labour, and burnout among Malaysian HR professionals," Management Research Review, Emerald Group Publishing Limited, vol. 38(1), pages 67-88, January.
    • Handle: RePEc:eme:mrrpps:v:38:y:2015:i:1:p:67-88
    DOI: 10.1108/MRR-06-2013-0143
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    Citations

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    Cited by:

    1. Shazrin Azlin Ruslan & Amer Hamzah Jantan & Dahlia Zawawi & Zanurul Huzaima Zainudin, 2016. "Knowledge Sharing Behavior and Traits Emotional Intelligence in Police Forces," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(12), pages 138-145, December.
    2. Ahmad Ali Almohtaseb & Hisham A. Kareem Shaheen & Amer Saadi Kallel Shakkour & Lama Ismail Mohammad Ahmad & Ahmad Abdullah abu Jray, 2020. "Human Resource Management Models to Support Emotional Labor during Emergencies in Jordan," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(Special 1), pages 310-324.
    3. Sandroto Christine Winstinindah & Fransiska Jessica, 2021. "The importance of emotional intelligence for the sales associates profession as a mediation between job stress and job satisfaction," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 57(4), pages 331-342, December.

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