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dc.contributor.authorRamachandran, Yashothaen_US
dc.contributor.authorJordan, Peteren_US
dc.contributor.authorTroth, Ashleaen_US
dc.contributor.authorLawrence, Sandraen_US
dc.date.accessioned2017-04-24T08:31:39Z
dc.date.available2017-04-24T08:31:39Z
dc.date.issued2011en_US
dc.date.modified2012-02-08T01:48:19Z
dc.identifier.issn17408938en_US
dc.identifier.doi10.1504/IJWOE.2011.044594en_US
dc.identifier.urihttp://hdl.handle.net/10072/42409
dc.description.abstractThere is increasing recognition regarding the role of emotions in predicting the performance of workers. In particular, there has been extensive interest regarding the constructs of Emotional Intelligence and Emotional Labour in the promotion of more productive worker behaviour. Research focusing on emotions in the workplace has typically been conducted within western settings. In this study, we examine the impact of Emotional Intelligence (EI) on Emotional Labour (EL) and Organisational Citizenship Behaviour (OCB) in the Malaysian service industry. Data were collected from 131 front desk employees across four resorts within a Malaysian hotel chain. In line with expectations, analyses revealed that EL partially mediated the relationship between EI and OCB. Implications for theory and practice in non-western settings are discussed.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_US
dc.format.extent524790 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.publisherInderscience Publishersen_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofstudentpublicationYen_US
dc.relation.ispartofpagefrom136en_US
dc.relation.ispartofpageto157en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalInternational Journal of Work Organisation and Emotionen_US
dc.relation.ispartofvolume4en_US
dc.rights.retentionYen_US
dc.subject.fieldofresearchOrganisational Behaviouren_US
dc.subject.fieldofresearchcode150311en_US
dc.titleEmotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environmentsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Graduate School of Managementen_US
gro.rights.copyrightCopyright 2011 Inderscience Publishers. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.en_US
gro.date.issued2011
gro.hasfulltextFull Text


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