Emotional labour strategies and employee performance: the role of emotional intelligence

Kamassi, Ahmed and Boulahlib, Loutfi and Abd. Manaf, Noor Hazilah and Omar, Azura (2019) Emotional labour strategies and employee performance: the role of emotional intelligence. Management Research Review, 43 (2). pp. 133-149. ISSN 2040-8269 E-ISSN 2040-8277

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Abstract

Purpose The purpose of this study is to examine the relationship between emotional labour (EL) strategies and employees’ performance by considering the role of emotional intelligence (EI) as a moderator. Design/methodology/approach This study focused on the administrative staff of International Islamic University Malaysia (IIUM) who deal with students and guests from different countries. A total of 186 valid questionnaires were gathered from administrative staff selected using random sampling. Structural equation modelling was used to test the hypotheses of this study. Findings The results showed significant relationships of EL strategies with administrative staff performance. Furthermore, moderation analyses revealed that EI moderates the relationships between EL strategies and staff performance. Originality/value The study extends the current research on the effects of EL strategies on work performance and tests the moderating role of EI in these relationships in higher learning institutions. Moreover, it examines the performance of EL strategies and EI in cross-cultural context.

Item Type:	Article (Journal)
Additional Information:	328/79165
Uncontrolled Keywords:	Emotional labour (EL), Emotional labour strategies, Employee performance (EP), Emotional Intelligence (EI), Administrative staff, Higher learning institutions
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5549 Personnel management
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences
Depositing User:	PROF DR NOORHAZILAH ABD.MANAF
Date Deposited:	03 Mar 2020 10:22
Last Modified:	03 Mar 2020 10:22
URI:	http://irep.iium.edu.my/id/eprint/79165

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