The Effect of Emotional Labor on Emotional Exhaustion in Banking Services: The Role of Iranian Emotional Intelligence

Kamal Ghalandari ； Saeed Mortazavi ； Shahram Abbasi ； Maryam Ghorbani Ghale Jogh

《Research Journal of Applied Sciences, Engineering and Technology》 4卷12期 (2012/06) Pp. 1794-1800

並列摘要

The purpose of this study is to investigate the effects of emotional labor on emotional exhaustion by considering the role of emotional intelligence. With increasing development of economy and competition among service providers, management of employees, feelings is considered as a vital aspect in providing services to customers and influences organizational out comes. Thus service organization, based on the results of the present study, would be able to identify and manage feeling and emotions of their employees in providing high quality and superior services to target customers and in addition to promote the spirit of service providing and effectiveness of employees, create some competitive advantages for themselves. Totally, 133 questionnaires were distributed to employees of Bank Saderat which the results from analysis of them based on simple linear regression and multiple hierarchical regression show that emotional labor influences emotional exhaustion and in addition to it, variable of emotional intelligence moderates these influences too.

並列關鍵字

Emotional exhaustion ； emotional intelligence ； emotional labor