Type of Document Dissertation Author Prati, L Melita URN etd-08202004-181758 Title Emotional Intelligence as a Facilitator of the Emotional Labor Process Degree Doctor of Philosophy Department Management, Department of Advisory Committee
Advisor Name Title Gerald R. Ferris Committee Co-Chair Pam Perrewe Committee Co-Chair Ceasar Douglas Committee Member Larry Giunipero Committee Member Robert Brymer Committee Member Wayne Hochwarter Committee Member Keywords
- Organizational Commitment
- Job Satisfaction
- Customer Service
- Emotional Intelligence
- Emotional Labor
- Surface Acting
- Deep Acting
- Physical Strain
- Psychological Strain
Date of Defense 2004-08-18 Availability unrestricted AbstractBeginning as an area of popular and business press interest, emotional intelligence is fast becoming a legitimate area of research for organizational science theorists. The many potential benefits of emotional intelligence have yet to be evaluated within the realm of legitimate academic research, and there are many areas of organizational concern that may be beneficially influenced by this empowering attribute. Emotional labor is one such area, and it has grown as a legitimate concern for organizational participants involved in the practice of using their emotions for organizational purposes. Furthermore, it is a concern for the organizations these individuals serve.
The purpose of this dissertation is to review and analyze the literature on emotional intelligence and emotional labor and to discover how emotional intelligence moderates relationships within the emotional labor process. It is hypothesized that this investigation will reveal evidence supporting the general hypothesis that emotionally intelligent organizational members enjoy more effective participation in the emotional labor process, and that emotional intelligence, as a moderator, will alleviate detrimental individual and organizational outcomes of this process.
Data were collected using questionnaires. The questionnaires were distributed to 29 stores of an 87 year-old retail chain with over 200 stores centralized in the Southeastern United States. A sample of 210 usable employee responses having matching supervisor evaluations was obtained from these efforts. Hierarchical multiple regression was used to test the hypotheses.
Results were found to support a number of the hypotheses set forth, including affirmative findings for the moderating influence of emotional intelligence on the relationship between various emotional labor performance efforts and outcomes of the emotional labor process. In addition, further analyses of unsupported hypotheses revealed direct main effects of emotional intelligence on some outcomes. A discussion of the results includes an evaluation of research limitations, practical limitations, and directions for future research.
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