Research on How Emotional Expressions of Emotional Labor Workers and Perception of Customer Feedbacks Affect Turnover Intentions: Emphasis on Moderating Effects of Emotional Intelligence

Previous studies have used various external variables and parameters as well as moderator variables such as emotional intelligence have been to understand emotional labor and its related problems. However, a comprehensive model to study such variables' correlations with each other and their overall effect on emotional labor has not yet been established. This study used a structural equation model to understand the relationship between employees' expression of emotional labor and perception of customer feedbacks. The study also looked at how the perception of customer feedback affects emotional exhaustion in order to understand how emotional exhaustion affects job satisfaction and turnover intentions. Further, in order to fully understand the effects of emotion on emotional labor at the service contact points, this study developed and tested a model of emotional labor with four factors of emotional intelligence as moderating factors. Five hundred and seventy nine emotional labor workers in service industries in the United States were collected and 577 valid survey results have been analyzed. The result shows that there exists moderating effects of emotional intelligence on how employees' Deep Acting and Surface Acting recognize customers' reactions, both positive and negative, that would affect employees' Emotional Exhaustion and Job Satisfaction, and hence, Turnover Intention. The result suggests that employees with better understanding of their own emotions, although they are more likely to recover from emotional exhaustion, experience a greater negative effect when there is a discrepancy between what they feel and how they should act.

How Efficient Are Emotional Intelligence Trainings: A Meta-Analysis

This multilevel meta-analysis examines whether emotional intelligence (EI) can be enhanced through training and identifies training effects’ determinants. We identified 24 studies containing 28 samples aiming at increasing individual-level EI among healthy adults. The results revealed a significant moderate standardized mean change between pre- and post-measurement for the main effect of EI training, and a stable pre- to follow-up effect. Additionally, the type of EI model, dimensions of the four branch model, length, and type of publication turned out to be significant moderators. The results suggest that EI trainings should be considered effective interventions.

The psychological well-being manifesting among master’s students in Industrial and Organisational Psychology

Orientation: Psychological well-being among master’s students is seen as a contributing factor towards having a meaningful, enjoyable and productive experience as a student.Research purpose: The purpose of this study was to provide a qualitative description of the psychological well-being experiences of first-year students in a part-time coursework master’s degree in Industrial and Organisational Psychology (IOP) in order to foster an empathetic understanding of their experiences.Motivation for the study: The understanding of their master’s students’ psychological wellbeing experiences will assist university IOP departments in facilitating the appropriate psychological containment to students and the optimisation of their resilience towards meaningfully completing their first year and perhaps also their master’s degree.Research design, approach and method: Qualitative research was conducted within a hermeneutic interpretive stance. Data were gathered from a focus group with 10 conveniently chosen participants. Thematic content analysis provided eight themes, which were interpreted and linked to the literature on psychological well-being.Main findings: Student distress caused by job demands leads to languishing and feeling overwhelmed. In contrast, student eustress resulting from job resources leads to flourishing, consisting of self-efficacy, locus of control and optimism.Practical implications: University IOP departments can use the information towards understanding their master’s students’ psychological well-being experiences, which could assist in the students’ successful and timeous completion of their studies.Contribution: The study contributes to the literature on master’s students’ real negative and positive experiences and psychological well-being, which university departments often deny or dismiss as idiosyncratic.Keywords: positive organisational behaviour; job demands; job resources; multiple roles; support system; self-efficacy; hope/optimism