Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations

Dorota Szczygieł , Róża Bazińska

Abstract

​Abstract Traditionally, most of the research on occupational burnout has focused on organizational stressors, such asworkload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout.This study was designed to examine the effects of individuals’ affective traits (i.e., dispositional affectivity and emotionalintelligence) and affective states (i.e., emotions experienced at work) on burnout. The main hypothesis of this study wasthat emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees duringtheir interactions with clients and emotional exhaustion. A total of 137 service sector employees rated the extent towhich they felt four positive emotions (i.e., contentment, enthusiasm, joy, and liking) and four negative emotions (i.e.,irritation, annoyance, antipathy, and anger) while interacting with clients. The results indicated that negative affectivitywas signifi cantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed thereverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported moresymptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were lowin the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees whowere high in trait emotional intelligence.Key words: emotions, dispositional affectivity, emotional intelligence, occupational burnout
Author Dorota Szczygieł (Wydział Zamiejscowy w Sopocie)
Dorota Szczygieł,,
- Wydział Zamiejscowy w Sopocie
, Róża Bazińska (Wydział Zamiejscowy w Sopocie)
Róża Bazińska,,
- Wydział Zamiejscowy w Sopocie
Journal seriesPolish Psychological Bulletin, ISSN 0079-2993, e-ISSN 1641-7844, (B 15 pkt)
Issue year2013
Vol44
No2
Pages201-212
Publication size in sheets0.55
ASJC Classification3200 General Psychology
DOIDOI:10.2478/ppb-2013-0023
Languageen angielski
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Szczygie-Bazinska-2013-PPB.pdf of 14-09-2015
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Szczygie-Bazinska-2013-PPB-vol-44-s-201-212.pdf of 14-09-2015
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Score (nominal)15
Publication indicators Scopus SNIP (Source Normalised Impact per Paper): 2013 = 0.209
Citation count*32 (2020-09-28)
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Dorobek Naukowy - Preview URLhttp://dn.swps.edu.pl/Podglad.aspx?WpisID=13742
Dorobek Naukowy - Approve URLhttp://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=13742
Dorobek Naukowy - Preview URLhttp://dn.swps.edu.pl/Podglad.aspx?WpisID=13771
Dorobek Naukowy - Approve URLhttp://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=13771
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
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