دانلود رایگان مقاله انگلیسی عمل و اجرا: تأثیر مدیریت هوش هیجانی - امرالد 2017

Abstract

Purpose: This work examined the predictive role of manager emotional intelligence (MEI) with regard to emotional labor efforts and outcomes relationships. Testing evaluated the influence of MEI on the effects of emotional labor activities employed by subordinates (e.g., surface and active deep acting). Design/methodology/approach: Relationships were examined between the emotional labor efforts employed by subordinates and their levels of depressed mood, as well as the supervisory leaders’ evaluations of the subordinates' emotional performance resulting indirectly and directly from the emotional labor activities. Specifically, hypotheses that MEI will influence the performance of emotional labor and the effects of such activities on depressed mood and emotional performance were tested. Findings: Findings indicate that MEI moderates the impact of depressed mood on emotional performance. Originality/value: This research adds to the emotional intelligence literature and enhances practical understanding of how organizations dependent on relationshiporiented, successful customer care can sponsor employee actions that facilitate results.

Discussion

Beginning with Hochschild (1983), researchers realized that emotional labor is a construct of importance, especially in the service environment. Emotional labor takes the form of emotional efforts performed to comply with organizational rules of emotional display. These rules are necessary to navigate the interactions that occur within the organizational work setting (Ashforth and Humphrey, 1995). Because such activities are crucial to organizational success, especially with regard to the services industry, it behooves the scientific community to uncover the intricacies of the service interaction in order to determine what contributes toward that success.

In the present study, the emotional labor efforts, surface and active deep acting, were examined in order to evaluate performance related outcomes. One of the most interesting results had to do with the surface acting-depressed mood-emotional performance relationship. The path was significant in all aspects as predicted, but the moderating effect of MEI on the relationship between depressed mood and emotional performance was quite strong. It appears that MEI may significantly reduce the deleterious effect of depressed mood on subordinate emotional performance.

In addition, this research proposed that MEI moderated active deep acting-outcome relationships. Although a significant relationship was not found between active deep acting and emotional performance, significance was found in the moderating effect of MEI on the relationship between active deep acting and emotional performance. In both cases of emotional labor studied, a manager’s emotional intelligence does have an effect on subordinate emotional performance.