Browse > Article
http://dx.doi.org/10.7469/JKSQM.2018.46.3.659

The Effect of Service Employees'Emotional Intelligence on Service-Oriented OCB through Deep Acting  

Yang, Yinyan (Department of Business Administration Graduate School, Soongsil University)
Ahn, Hee-Kyu (Department of Business Administration Graduate School, Soongsil University)
Shin, Ho-Chul (College of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.46, no.3, 2018 , pp. 659-676 More about this Journal
Abstract
Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.
Keywords
emotional intelligence; service-oriented citizenship behavior; surface acting; deep acting;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Mayer, J. D., Salovey, P., and Caruso, D. R. 2000. "Emotional intelligence as zeitgeist, as personality, and as a mental ability." In The handbook of emotional intelligence: Theory, development, assessment, and application at home, school, and in the workplace, edited by R. Bar On, and J. D. A. Parker(Eds.), 92-117. San Francisco:Jossey-Bass.
2 Miao, C., Humphrey, R. H., and Qian, S. 2017. "A meta-analysis of emotional intelligence ad work attitude." Journal of Occupational and Organizational Psychology 90:177-202.   DOI
3 Organ, D. W. 1988. Organizational citizenship behavior: The good soldier syndrome. Lexington:Lexington Books/DC Heath and Com.
4 Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1988. "Servqual: A multiple-item scale for measuring consumer perc." Journal of retailing 64(1):12-40.
5 Podsakoff, P. M., and MacKenzie, S. B. 1997. "Impact of organizational citizenship behavior on organizational performance: A review and suggestion for future research." Human performance 10(2): 133-51.   DOI
6 Ashforth, B.E., and Humphrey, R.H. 1993. "Emotional labor in service roles: the influence of identity." Academy of Management Review 18(1):88-115.   DOI
7 Baron, R. M., and Kenny, D. A. 1986. "The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations." Journal of personality and social psychology 51(6):1173.   DOI
8 Beldoch, M. 1964. "Sensitivity to expression of emotional meaning in three modes of communication." In The Communication of Emotional Meaning, edited by J. R. Davitz, 31-42. New York:McGraw-Hill.
9 Ramachandran, Y., Jordan, P. J., Troth, A. C., and Lawrence, S. A. 2011. "Emotional intelligence, emotional labour and organisational citizenship behaviour in service environments." International Journal of Work Organisation and Emotion 4(2):136-57.   DOI
10 Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., and Blume, B. D. 2009. "Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis." Journal of Applied Psychology 94(1):122-41.   DOI
11 Borucki, C. C., and Burke, M. J. 1999. "An examination of service-related antecedents to retail store performance." Journal of Organizational Behavior 20(6):943-62.   DOI
12 Bettencourt, L. A., Gwinner, K. P., and Meuter, M. L. 2001. "A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors." Journal of applied psychology 86(1):29.   DOI
13 Bitner,Mary. Jo. , Booms, Bernard. H., and Tetreault, Mary. Stanfield. 1990. "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents." Journal of Marketing 54(1):71-84.   DOI
14 Bono, J. E. and Vey, M. A. 2004. "Toward understanding emotional management at work: A quantitative review of emotional labor research."In Understanding Emotions in Organizational Behavior, edited by N. Ashkanasy and C. Harter, 212-33. Mahwah, NJ: Erlbaum.
15 Bowen, D. E., and Schneider, B. 1985. "Boundary-spanning-role employees and the service encounter: Some guidelines for future management and research." In The Service Encounter, edited by J. Czepiel, M. R. Solomon, and C. F. Surprenant (Eds.), 127-47. New York:Lexington Books.
16 Spector, P. E., and Fox, S. 2002. "An emotion-centered model of voluntary work behavior: Some parallels between counterproductive work behavior and organizational citizenship behavior." Human Resource Management Review 12(2): 269-92.   DOI
17 Raub, S. 2008. "Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry" International Journal of Hospitality Management 27(2):179-86.   DOI
18 Salovey, P., and Mayer, J. D. 1990. "Emotional intelligence." Imagination, cognition and personality 9 (3):185-211.   DOI
19 Solomon, M. R., Surprenant, C., Czepiel, J. A., and Gtman, E. G. 1985. "A role theory perspective on dyadic interactions: The service encounter." Journal of Marketing 49(1):99-111.   DOI
20 Tett, R. P., and Guterman, H. A. 2000. "Situation trait relevance, trait expression, and cross-situational consistency: Testing a principle of trait activation." Journal of Research in Personality 34: 397-423.   DOI
21 Tett, R. P., and Burnett, D. D. 2003. "A personality trait-based interactionist model of job performance." Journal of Applied Psychology 88(3):500-17.   DOI
22 Thorndike, E. L. 1920. "Intelligence and its use." Harper's Magazine 140:227-235.
23 Brotheridge, C. M. and Grandey, A. A. 2002. "Emotional labour and burnout: comparing two perspectives of 'people work'" Journal of Vocational Behaviour 60:17-39.   DOI
24 Van Dyne, L., Graham, J. W., and Dienesch, R. M. 1994. "Organizational citizenship behavior: Construct redefinition, measurement, and validation." Academy of Management Journal 37:765-802.
25 Bowen, D. E., Siehl, C., and Schneider, B. 1989. "A framework for analyzing customer service orientations in manufacturing." Academy of Management Review 14(1):75-95.   DOI
26 Brotheridge, C. M. 2006. "The role of emotional intelligence and other individual difference variables in predicting emotional labor relative to situational demands." Psicothema 18(Suplemento):139-44.
27 Brotheridge, C. M., and Lee, R. T. 2002. "Testing a conservation of resources model of the dynamics of emotional labor." Journal of Occupational Health Psychology 7(1):57-67.   DOI
28 Byron, K. 2007. "Male and female managers'ability to 'read'emotions: Relationships with supervisor's performance ratings and subordinates'satisfaction ratings."Journal of Occupational & Organizational Psychology 80(4):713-33   DOI
29 Carmeli, A. 2003. "The relationship between emotional intelligence and work attitudes behavior and outcomes: An examination among senior managers." Journal of Managerial Psychology 18(7):788-813.   DOI
30 Collins, R. 1981. "On the micro foundations of macrosociology." American Journal of Sociology 86:984-1014.   DOI
31 Cote, S., and Miners, C. T. 2006. "Emotional intelligence, cognitive intelligence, and job performance." Administrative Science Quarterly 51(1):1-28.   DOI
32 Davies, M., Stankov, L., and Roberts, R. D. 1998. "Emotional intelligence: In search of an elusive construct." Journal of Personality and Social Psychology 75:989-1015.   DOI
33 George, J. M. 1991. "State or trait: Effects of positive mood on prosocialbehaviors at work." Journal of Applied Psychology 76:299-307.   DOI
34 Weiss, H. M., and Cropanzano, R. 1996. "Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work." In Research in organizational behavior: An annual series of analytical essays and critical reviews, edited by Staw,B. M. and Cummings,L. L.(Eds.), 18:1-74. Greenwich:JAI Press.
35 Wong, C. S., and Law, K. S. 2002. "The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study." The leadership quarterly 13(3):243-74.   DOI
36 Turnipseed, D. L. 2018. "Emotional intelligence and OCB: The moderating role of work locus of control" The Journal of Social Psychology 158(3):322-36.   DOI
37 Diefendorff, J. M., Croyle, M. H., and Gosserand, R. H. 2005. "The dimensionality and antecedents of emotional labor strategies." Journal of Vocational Behavior 66(2):339-57.   DOI
38 Diefendorff, J.M., Richard, E.M., and Croyle, M.H. 2006. "Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions" Journal of Occupational and Organizational Psychology 79:273-98.   DOI
39 Farh, Crystal I. C. Chien,, Seo, Myeong-Gu., and Tesluk, Paul E. 2012. "Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context." Journal of Applied Psychology 97(4):890-900.   DOI
40 Gardner, H. 1983. Frames of mind: The theory of multiple intelligences. New York: Basic Books.
41 Giardini, A., and Frese, M. 2006. "Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource" Journal of Occupational Health Psychology 11(1):63-75.   DOI
42 Grandey, A. A. 2003. "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 46(1):86-96.
43 Grandey, A. A., Fisk, G.M., and Steiner, D. D. 2005. "Must "service with a smile" be stressful? The moderating role of personal control for American and French employees" Journal of Applied Psychology 90(5):893-904.   DOI
44 Hochschild, A. R. 1983. The managed heart: Commercialization of human feeling. Berkeley:University of California Press.
45 Gross, J. 1998. "The emerging field of emotion regulation: An integrative review."Review of General Psychology 2(3):271-99.   DOI
46 Hobfoll,S.E. 1988. The ecology of stress. Washington DC:Taylor & Francis.
47 Hobfoll,S.E. 1989. "Conservation of resources: A new attempt at conceptualizing stress." American Psychologist 44(3):513-24   DOI
48 Hobfoll, S. E., and Freedy, J. 1993. "Conservation of resources: A general stress theory applied to burnout." In Professional burnout: Recent developments in theory and practice, edited by W. Schaufeli, C. Maslach, and T. Marek (Eds.). 115-29. Washington DC:Taylor & Francis.
49 Hobfoll,S.E. 1998. Stress, culture, and community: The psychology and physiology of stress. Berlin:Springer.
50 Huang, J.H., Jin, B. H., and Yang, C. 2004. "Satisfaction with business-to-employee benefit systems and organizational citizenship behavior: An examination of gender differences." International Journal of Manpower 25(2):195-210.   DOI
51 Hülsheger, U. R., and Schewe, A. F. 2011. "On the costs and benefits of emotional labor: A meta-analysis of three decades of research." Journal of Occupational Health Psychology 16(3):361-89.   DOI
52 Kolb, David A., and Boyatzis, Richard E. 1970. "On the Dynamics of the Helping Relationship" The journal of applied behavioral science 6(3):267-89.   DOI
53 Johnson, P. R., and Indvik, J. 1999. "Organizational benefits of having emotionally intelligent managers and employees" Journal of Workplace Learning 11(3):84-8.   DOI
54 Kammer-Mueller, J. D., Rubenstein, A. L., Long, D. M. Odio,M. A., Buckman, B. R., Zhang, Y., and Halvorsen-Ganepola, M. D. K. 2013. "A meta-analytic structural model of dispositional affectivity and emotional labor." Personnel Psychology 66(1):47-90.   DOI
55 Katz, D. 1964. "The motivational basis of organizational behavior." Systems Research and Behavioral Science 9(2):131-46.
56 Kotler, P. 1997. Marketing management : analysis, planning, implementation, and control. NJ: Prentice Hall International.
57 Liu, Y., Prati, L. M., Perrewe, P. L., and Ferris, G. R. 2008. "The relationship between emotional resources and emotional labor: An exploratory study." Journal of Applied Social Psychology 38(10): 2410-39.   DOI
58 Austin, E. J., and Dore, T. C. and O'Donovan, K. M. 2008. "Associations of personality and emotional intelligence with display rule perceptions and emotional labour." Personality and Individual Differences 44(3):679-88.   DOI
59 Abraham, R. 1999. "The role of job control as a moderator of emotional dissonance and emotional intelligence: Outcome relationships."Journal of Psychology 134(2):169-84.   DOI
60 Law, K. S., Wong, C.-S., and Song, L. J. 2004. "The Construct and Criterion Validity of Emotional Intelligence and Its Potential Utility for Management Studies." Journal of Applied Psychology 89(3): 483-96.   DOI
61 Mayer, J. D. 2008. "Human Abilities: Emotional Intelligence." Annual Review of Psychology 59:507-36.   DOI
62 Mayer, J. D., and Salovey, P. 1997. "What is the emotional intelligence?" In Emotional development, emotional literacy, and emotional intelligence:Implications for education, edited by Salovey, P., and Sluyter,D.(Eds.), 3-34. NY:Basic Books.