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.
|