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Relationship between Emotional Labor and Job Satisfaction: Testing Mediating Role of Emotional Intelligence on South Korean Public Service Employees

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  • Hyun Jung Lee

    (MyongJi University)

Abstract

Nearly half of public sector jobs involve emotional labor and the studies on emotional labor in the public service have been growing nowadays. However, prior studies on the consequences of the dimensions of emotional labor (surface acting and deep acting) have revealed the mixed findings, especially relations with job satisfaction in the public service. To clarify inconsistent results of the relationship between emotional labor and job satisfaction, this study incorporates emotional intelligence as the mediator in a sample of public service employees in South Korea. Theoretically, those who perform emotional labor are more highly satisfied with their jobs when they possess higher levels of emotional intelligence skills. The findings revealed that only deep acting and job satisfaction was significantly and positively related and only emotional-self regulation was partially mediated among the dimensions of emotional intelligence between deep acting and job satisfaction. While this study focuses on the South Korean context, findings also raise awareness to Western culture context.

Suggested Citation

  • Hyun Jung Lee, 2021. "Relationship between Emotional Labor and Job Satisfaction: Testing Mediating Role of Emotional Intelligence on South Korean Public Service Employees," Public Organization Review, Springer, vol. 21(2), pages 337-353, June.
    • Handle: RePEc:kap:porgrv:v:21:y:2021:i:2:d:10.1007_s11115-020-00490-5
    DOI: 10.1007/s11115-020-00490-5
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    References listed on IDEAS

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    1. Wisanupong Potipiroon & Angsuthon Srisuthisa-ard & Sue Faerman, 2019. "Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender," Public Management Review, Taylor & Francis Journals, vol. 21(5), pages 650-668, May.
    2. Hyun Jung Lee, 2013. "An Empirical Analysis of the Relationship between Emotional Intelligence and Emotion Work: An Examination of Public Service Employees," International Review of Public Administration, Taylor & Francis Journals, vol. 18(2), pages 85-107, August.
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    Cited by:

    1. Chi Yuan Chen, 2023. "Are Professors Satisfied With Their Jobs? The Factors That Influence Professors’ Job Satisfaction," SAGE Open, , vol. 13(3), pages 21582440231, July.

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