Employee–customer interaction and emotional intelligence to impact emotional labor: does interaction type play any role?

IF 1.6 Q2 Business, Management and Accounting
Shameem Shagirbasha, K. Madhan, Juman Iqbal
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Abstract

PurposeGrounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and naturally felt emotions (NFE)) and whether the type of interaction (face to face, voice to voice and online) moderates this relationship.Design/methodology/approachA survey method was employed to collect data from employees working in hotels, customer care and e-booking services (n = 604). The model was tested using structural equation modeling (SEM).FindingsThe study showed that EI was positively linked to deep acting and NFE but negatively associated with SA. Frequency of interaction had a negative relationship with deep acting and NFE but a positive association with SA. Duration of interaction (DOI) had a positive relationship with deep acting and NFE but a negative association with NFE. Routineness of interaction had a negative relationship with deep acting and NFE but surprisingly had a negative relationship with SA. Online interaction moderated the relationship between EI and deep acting.Originality/valueThis pioneering study examines the relationship between EI and characteristics of employee–customer interaction with emotional labor in the Indian hospitality context. While the association between EI and emotional labor has been studied, this study is unique in substantiating the moderating effects of interaction type and is among the first to do so empirically.
员工-顾客互动与情绪智力对情绪劳动的影响:互动类型是否起作用?
目的基于情绪不和谐和社会存在理论,本研究考察了员工与客户互动的特征(频率、日常性和持续时间)和情商(EI)是否对情绪劳动(表面行为(SA),深度表演和自然感受的情绪(NFE)),以及互动类型(面对面、声音对声音和在线)是否调节这种关系。设计/方法/方法采用调查方法收集酒店、客户服务和电子书服务员工的数据(n=604)。使用结构方程建模(SEM)对该模型进行了测试。研究结果表明,EI与深度作用和NFE呈正相关,但与SA呈负相关。交互频率与深度作用、NFE呈负相关,与SA呈正相关。交互持续时间(DOI)与深度作用及NFE呈正关系,但与NFE负相关。日常互动与深度表演和NFE呈负相关,但令人惊讶的是,与SA呈负相关。网络互动调节了EI与深度表演之间的关系。独创性/价值这项开创性的研究考察了印度酒店业中EI与员工-客户互动特征以及情感劳动之间的关系。虽然EI与情绪劳动之间的关系已经被研究过,但这项研究在证实互动类型的调节效应方面是独特的,并且是第一批实证研究。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
2.70
自引率
6.20%
发文量
39
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