Browse > Article
http://dx.doi.org/10.5392/JKCA.2015.15.12.387

An Empirical Analysis of the Impact of Hospital Employees' Emotional Intelligence on Emotional Labor Strategies and Innovative Activities  

Kang, Hyeon Jin (경희대학교 일반대학원)
Jeon, Hyeon Gyu (성균관대학교 경영대학)
Kim, Min-Yong (경희대학교 일반대학원)
Publication Information
The Journal of the Korea Contents Association / v.15, no.12, 2015 , pp. 387-406 More about this Journal
Abstract
Recently emotional labor is an essential situation for hospital employees in relation to surface and deep acting as the core of emotional labor strategies. This study empirically examines the relation between hospital employees' emotional intelligence and emotional labor strategies in the context of emotional labor. For empirical experiments, we conducted a questionnaire survey targeting hospital employees, and we employed the method of Partial Least Squares (PLS) for data analysis. Major findings are as follows. Hospital employees' emotional intelligence including self emotion appraisal, others' emotion appraisal, regulation of emotion, and use of emotion, have a significantly positive effect on hospital employees' deep acting. And hospital employees' deep acting has a significantly positive effect on hospital employees' organizational attachment, knowledge sharing intentions, and innovative activities.
Keywords
Emotional Labor Strategy; Emotional Intelligence; Organizational Attachment; Knowledge Sharing Intentions; Innovative Activities;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
연도 인용수 순위
1 F. W.Bond, J. Lloyd, and N. Guenole, "The work-related acceptance and action questionnaire: Initial psychometric findings and their implications for measuring psychological flexibility in specific contexts," Journal of Occupational and Organizational Psychology, Vol.86, No.3, pp.331-34, 2013.   DOI
2 A. B. Bakker and A. I. Sanz-Vergel, "Weekly work engagement and flourishing: The role of hindrance and challenge job demands," Journal of Vocational Behavior, Vol.83, No.3, pp.397-40, 2013.   DOI
3 J. M. A. Landa, E. Lopez-Zafra, M. P. B. Martos, and M. del Carmen Aguilar-Luzon, "The relationship between emotional intelligence, occupational stress and health in nurses: A questionnaire survey," International Journal of Nursing Studies, Vol.45, No.6, pp.888-90, 2008.   DOI
4 A. A. Grandey, "Emotional regulation in the workplace: A new way to conceptualize emotional labor," Journal of Occupational Health Psychology, Vol.5, No.1, pp.95-110, 2000.   DOI
5 A. A. Grandey, "When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery," Academy of Management Journal, Vol.46, No.1, pp.86-96, 2003.   DOI
6 J. M. Diefendorff, M. H. Croyle, and R. H. Gosserand, "The dimensionality and antecedents of emotional labor strategies," Journal of Vocational Behavior, Vol.66, No2, pp.339-357, 2005.   DOI
7 N. Rathi, "Impact of Emotional Intelligence and Emotional Labor on Organizational Outcomes in Service Organizations: A Conceptual Model [dagger]," South Asian Journal of Management, Vol.21, No.4, pp.54-71, 2014.
8 J. J. Lee and C. M. Ok, "Understanding hotel employees' service sabotage: Emotional labor perspective based on conservation of resources theory," International Journal of Hospitality Management, Vol.36, pp.176-187, 2014.   DOI
9 C. S. Wong and K. S. Law, "The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study," The leadership quarterly, Vol.13, No.3, pp.243-274, 2002.   DOI
10 Y. Zeng, X. Chen, and Y. Chen, "Impact of Emotional Intelligence on Emotional Labor Strategy: the Mediating Effects of General Self-Efficacy and Organizational Identification," Proceedings of International Conference on Computer Science and Service System (CSSS 2014), pp.207-210, 2014.
11 B. Kidwell, D. M. Hardesty, B. R. Murtha, and S. Sheng, "Emotional intelligence in marketing exchanges," Journal of Marketing, Vol.75, No.1, pp.78-95, 2011.   DOI
12 D. H. Kluemper, T. DeGroot, and S. Choi, "Emotion Management Ability Predicting Task Performance, Citizenship, and Deviance," Journal of Management, Vol.39, No.4, pp.878-905, 2013.   DOI
13 B. E. Ashforth and R. H. Humphrey, "Emotional labor in service roles: The influence of identity," Academy of Management Review, Vol.18, No.1, pp.88-115, 1993.   DOI
14 C. M. Brotheridge, and R. T. Lee, "Development and validation of the emotional labour scale," Journal of Occupational and Organizational Psychology, Vol.76, No.3, pp.365-379, 2003.   DOI
15 D. J. Beal, J. P. Trougakos, H. W. Weiss, and S. G. Green, "Episodic processes in emotional labor: perceptions of affective delivery and regulation strategies," Journal of Applied Psychology, Vol.91, No.5, pp.1053-1065, 2006.   DOI
16 P. Salovey and J. D. Mayer, "Emotional Intelligence," Imagination, Cognition and Personality, Vol.9, No.3, pp.185-211, 1990.   DOI
17 C. Watkin, "Developing emotional intelligence," International Journal of Selection and Assessment, Vol.8, No.2, pp.89-92, 2000.   DOI
18 A. P. Brief and S. J. Motowidlo, "Prosocial organizational behaviors," Academy of Management Review, Vol.11, No.4, pp.710-725, 1986.   DOI
19 R. K. Cooper and A. Sawaf, Executive EQ: Emotional intelligence in leadership and organizations, Penguin, 1998.
20 정현우, 김창호, "연구논문: 조직구성원의 감성지능이 조직시민행동에 미치는 영향 - LMX의 조절효과," 인적자원관리연구, 제14권, 제3호, pp.167-186, 2007.
21 M. Schnake, "Organizational citizenship: A review, proposed model, and research agenda," Human Relations, Vol.44, No.7, pp.735-759, 1991.   DOI
22 R. Abraham, "Emotional intelligence in organizations: A conceptualization," Genetic, Social, and General Psychology Monographs, Vol.125, No.2, pp.209-224, 1999.
23 D. Goleman, R. E. Boyatzis, and A. McKee, The new leaders: Transforming the art of leadership into the science of results, London: Little, Brown, 2002.
24 W. Ickes, Everyday mind reading: Understanding what other people think and feel, Prometheus Books, 2003.
25 D. R. Caruso and P. Salovey, The emotionally intelligent manager: How to develop and use the four key emotional skills of leadership, John Wiley & Sons, 2004.
26 B. M. Staw, R. I. Sutton, and L. H. Pelled, "Employee positive emotion and favorable outcomes at the workplace," Organization Science, Vol.5, No.1, pp.51-71, 1994.   DOI
27 D. Goleman, Working with emotional intelligence, Bantam, 1998.
28 Q. N. Huy, "Emotional capability, emotional intelligence, and radical change," Academy of Management Review, Vol.24, No.2, pp.325-345, 1999.   DOI
29 정기주, 최수정, 고은별, "고객센터에서 상담사의 감성지능이 고객지향성과 상담품질에 미치는 영향," 대한경영학회지, 제23권, 제4호, pp.1759-1781, 2010.
30 E. A. Cumming, An investigation into the relationship between emotional intelligence and workplace performance: An exploratory study, Doctoral dissertation, Lincoln University, 2005.
31 T. Sy, S. Tram, and L. A. O'Hara, "Relation of employee and manager emotional intelligence to job satisfaction and performance," Journal of Vocational Behavior, Vol.68, No.3, pp.461-473, 2006.   DOI
32 R. E. Boyatzis and F. Sala, "The Emotional Competence Inventory (ECI)," 2004.
33 S. Cartwright and C. Pappas, "Emotional intelligence, its measurement and implications for the workplace," International Journal of Management Reviews, Vol.10, No.2, pp.149-171, 2008.   DOI
34 고종식, "고객접점 근로자의 감정부조화와 조직성과 및 공감적 요소의 조절효과 검증," 산업경제연구, 제22권, 제1호, pp.363-383, 2009.
35 오석태, "호텔 조리사 조직의 임파워먼트 인식정도의 직무만족, 조직몰입, 경영성과와의 상관관계 연구," 한국조리학회지, 제13권, 제1호, pp.11-23, 2007.
36 황재위, 육품림, 오수경, 하동현, "감정노동과 직무스트레스가 직무만족에 미치는 영향과 이 인과관계에서의 조직애착의 조절효과," 관광.레저연구, 제26권, 제1호, pp.281-299, 2014.
37 R. T. Mowday, L. W. Porter, and R. M. Steers, "Employee-organization linkages: The psychology of commitment, absenteeism, and turnover," Academic Press, 2013.
38 N. J. Allen and J. P. Meyer, "The measurement and antecedents of affective, continuance and normative commitment to the organization," Journal of Occupational Psychology, Vol.63, No.1, pp.1-18, 1990.   DOI
39 Y. S. Joo and S. S. Han, "The effects of leader's emotional intelligence and nurse's own emotional intelligence on organizational commitment and organizational citizenship behavior," The Journal of Korean Academic Society of Nursing Education, Vol.19, No.2, pp.194-202, 2013.   DOI
40 K. K. Kim, C. H. Suh, and H. S. Joo, "The impact of hotel employee job characteristic on organization commitment, job satisfaction, and citizenship behavior," Daehan Journal of Business, Vol.19, No.2, pp.469-488, 2006.
41 전경덕, 고명숙, "임상간호사의 감성지능, 조직시민행동, 조직몰입 및 조직성과의 관계," J Korean Acad Nurs, 제20권, 제4호, pp.446-454, 2014.   DOI
42 최만식, 유정인, "팀 스포츠 선수들의 정서지능, 팀 응집력, 선수만족의 인과관계," 코칭능력개발지, 제13권, 제2호, pp.13-22, 2011.
43 최성수, 권용주, "리더의 감성지능과 창의성, 신뢰, 집단응집력이 조직유효성과 혁신행동에 미치는 영향연구," 관광.레저연구, 제24권, 제7호, pp.95-113, 2012.
44 C. C. Huang, "Knowledge sharing and group cohesiveness on performance: An empirical study of technology R&D teams in Taiwan," Technovation, Vol.29, No.11, pp.786-797, 2009.   DOI
45 M. van Woerkom and K. Sanders, "The romance of learning from disagreement. The effect of cohesiveness and disagreement on knowledge sharing behavior and individual performance within teams," Journal of Business and Psychology, Vol.25, No.1, pp.139-149, 2010.   DOI
46 A. H. Gold, Arvind Malhotra, and A. H. Segars, "Knowledge management: An organizational capabilities perspective," Journal of Management Information Systems, Vol.18, No.1, pp.185-214, 2001.   DOI
47 T. Cho and R. Korte, "Managing knowledge performance: testing the components of a knowledge management system on organizational performance," Asia Pacific Education Review, Vol.15, No.2, pp.313-327, 2014.   DOI
48 M. J. Sanchez-Ruiz, D. Hernandez-Torrano, J. C. Perez-Gonzalez, M. Batey, and K. V. Petrides, "The relationship between trait emotional intelligence and creativity across subject domains," Motivation and Emotion, Vol.35, No.4, pp.461-473, 2011.   DOI
49 A. H. Van de Ven, "Central problems in the management of innovation," Management Science, Vol.32, No.5, pp.590-607, 1986.   DOI
50 류은영, 유민봉, "변혁적.거래적 리더십이 혁신행동에 미치는 영향에 있어 리더 감성지능의 매개효과," 한국행정학보, 제42권, 제4호, pp.151-177, 2008.
51 S. G. Scott and R. A. Bruce, "Determinants of innovative behavior: A path model of individual innovation in the workplace," Academy of Management Journal, Vol.37, No.3, pp.580-607, 1994.   DOI
52 A. M. Suliman and F. N. Al-Shaikh, "Emotional intelligence at work: links to conflict and innovation," Employee Relations, Vol.29, No.2, pp.208-220, 2007.   DOI
53 A. Murphy and H. C. Janeke, "The relationship between thinking styles and emotional intelligence: an exploratory study," South African Journal of Psychology, Vol.39, No.3, pp.357-375, 2009.   DOI
54 W. W. Chin, B. L. Marcolin, and P. R. Newsted, "A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study," Information Systems Research, Vol.14, No.2, pp.189-217, 2003.   DOI
55 N. Libbrecht, F. Lievens, and E. Schollaert, "Measurement equivalence of the Wong and Law Emotional Intelligence Scale across self and other ratings," Educational and Psychological Measurement, Vol.70, No.6, pp.1007-1020, 2010.   DOI
56 S. M. Kruml and D. Geddes, "Exploring the Dimensions of Emotional Labor The Heart of Hochschild's Work," Management Communication Quarterly, Vol.14, No.1, pp.8-49, 2000.   DOI
57 정명숙, 김광점, "원저: 감정노동과 상사의 감성지능이 간호사의 직무만족과 조직몰입에 미치는 영향," 한국병원경영학회지, 제11권, 제4호, pp.1-18, 2006.
58 안대희, 박종철, "호텔종사원의 감정노동에 따른 감정부조화가 소진 및 이직의도에 미치는 영향," 한국콘텐츠학회논문지, 제9권, 제9호, pp.335-345, 2009.   DOI
59 J. A. Morris and D. C. Feldman, "The dimensions, antecedents, and consequences of emotional labor," Academy of Management Review, Vol.21, No.4, pp.986-1010, 1996.   DOI
60 E. Katsikea, M. Theodosiou, N. Perdikis, and J. Kehagias, "The effects of organizational structure and job characteristics on export sales managers' job satisfaction and organizational commitment," Journal of World Business, Vol.46, No.2, pp.221-233, 2011.   DOI
61 G. W. Bock, R. W. Zmud, Y. G. Kim, and J. N. Lee, "Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate," MIS Quarterly, Vol.29, No.1, pp.87-111, 2005.   DOI
62 O. Janssen, "Job demands, perceptions of effortreward fairness and innovative work behaviour," Journal of Occupational and Organizational Psychology, Vol.73, No.3, pp.287-302, 2000.   DOI
63 고유경, 유소영, 강경화, "종합병원간호사의 혁신행동 영향요인에 관한 연구: 간호조직문화와 조직지원을 중심으로," J Korean Acad Nurs, 제21권, 제2호, pp.223-231, 2015.   DOI
64 C. N. Ringle, S. Wende, and J. M. Becker, "Smart PLS 3. Boenningstedt: SmartPLS GmbH," http://www.smartpls.com, 2015.
65 E. G. Carmines and R. A. Zeller, "Reliability and validity assessment, N. 07-017, Sage University Paper Series on Quantitative Applications in the Social Sciences," Beverly Hills, CA: Sage, 1979.
66 W. W. Chin, "How to write up and report PLS analyses," In Handbook of partial least squares, pp.655-690, Springer Berlin Heidelberg, 2010.
67 C. Fornell and D. F. Larcker, "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, Vol.18, pp.39-50, 1981.   DOI
68 J. F. Hair, R. E. Anderson, R. L. Tatham, and W. C. Black, "Multivariate data analysis: With, readings," 4th, PrenticeHall, 1998.
69 F. N. Kerlinger and H. B. Lee, Foundations of behavioral research, FortWorth: Harcourt Collage Publishers, 2000.
70 D. Gefen and D. Straub, "A practical guide to factorial validity using PLS-Graph: Tutorial and annotated example," Communications of the Association for Information systems, Vol.16, No.1, pp.91-109, 2005.
71 J. Cohen, P. Cohen, S. G. West, and L. S. Aiken, "Applied multiple regression/correlation analysis for the behavioral sciences," Routledge, 2013.
72 C. Lee, M. An and Y. Noh, "The effects of emotional display rules on flight attendants' emotional labor strategy, job burnout and performance," Service Business, Vol.9, No.3, pp.409-425, 2015.   DOI
73 J. M. Diefendorff, R. J. Erickson, A. A. Grandey, and J. J. Dahling, "Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses," Journal of Occupational Health Psychology, Vol.16, No.2, pp.170-186, 2011.   DOI
74 R. E. Boyatzis, "Competencies as a behavioral approach to emotional intelligence," Journal of Management Development, Vol.28, No.9, pp.749-770, 2009.   DOI
75 A. McVicar, "Workplace stress in nursing: a literature review," Journal of Advanced Nursing, Vol.44, No.6, pp.633-642, 2003.   DOI
76 M. L. Miville, A. F. Carlozzi, G. V. Gushue, S. L. Schara, and M. Ueda, "Mental health counselor qualities for a diverse clientele: Linking empathy, universal-diverse orientation, and emotional intelligence," Journal of Mental Health Counseling, Vol.28, No.2, pp.151-165, 2006.   DOI
77 N. Ashkanasy and C. S. Daus, "Emotion in the workplace: The new challenge for managers," Academy of Management Executive, Vol.16, No.1, pp.76-86. 2002,   DOI
78 J. H. Kim, J. E. Song, S. K. Lee, S. K. Heo, Y. H. Sung, and J. E. Lee, "The Effect of Emotional Intelligence on Organizational Performance in Clinical Nurses-A Preliminary Study for an Education Program of Organizational Performance," The Journal of Korean Academic Society of Nursing Education, Vol.17, No.1, pp.80-89, 2011.   DOI
79 B. Hunter and P. Smith, "Emotional labour: Just another buzz word?," International Journal of Nursing Studies, Vol.44, No.6, pp.859-861, 2007.   DOI
80 S. Mann, "A health-care model of emotional labour: an evaluation of the literature and development of a model," Journal of Health Organization and Management, Vol.19, No.4/5, pp.304-317, 2005.   DOI
81 K. H. Schmidt and S. Diestel, "Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey," International Journal of Nursing Studies, Vol.51, No.11, pp.1450-1461, 2014.   DOI
82 E. Garrosa, B. Moreno-Jimenez, Y. Liang, and J. L. Gonzalez, "The relationship between socio-demographic variables, job stressors, burnout, and hardy personality in nurses: An exploratory study," International Journal of Nursing Studies, Vol.45, No.3, pp.418-427, 2008.   DOI
83 P. C. Winwood, A. H. Winefield, and K. Lushington, "Work-related fatigue and recovery: the contribution of age, domestic responsibilities and shiftwork," Journal of Advanced Nursing, Vol.56, No.4, pp.438-449, 2006.   DOI
84 L M. B. Donoso, E. Demerouti, E. G. Hernandez, B. Moreno-Jimenez, and I. C. Cobo, "Positive benefits of caring on nurses' motivation and well-being: A diary study about the role of emotional regulation abilities at work," International Journal of Nursing Studies, Vol.52, No.4, pp.804-816, 2015.   DOI
85 A. Hochschild, The Managed Heart, University of California Press, Berkeley, CA, 1983.
86 F. W. Bond and E. J. Donaldso-feilder, "The relative importance of psychological acceptance and emotional intelligence to workplace well-being," British Journal of Guidance & Counselling, Vol.32, No.2, pp.187-203, 2004.   DOI
87 Y. Liu, L. M. Prati, P. L. Perrewe, and R. A. Brymer, "Individual differences in emotion regulation, emotional experiences at work, and work-related outcomes: A two-study investigation," Journal of Applied Social Psychology, Vol.40 No.6, pp.1515-1538, 2010.   DOI
88 M. Biron and M. van Veldhoven, "Emotional labour in service work: Psychological flexibility and emotion regulation," Human Relations, Vol.65, No.10, pp.1259-1282, 2012.   DOI