Emotional intelligence, emotional labor, and job satisfaction among physicians in Greece

Abstract

BackgroundThere is increasing evidence that psychological constructs, such as emotional intelligence and emotional labor, play an important role in various organizational outcomes in service sector. Recently, in the “emotionally charged” healthcare field, emotional intelligence and emotional labor have both emerged as research tools, rather than just as theoretical concepts, influencing various organizational parameters including job satisfaction. The present study aimed at investigating the relationships, direct and/or indirect, between emotional intelligence, the surface acting component of emotional labor, and job satisfaction in medical staff working in tertiary healthcare.MethodsData were collected from 130 physicians in Greece, who completed a series of self-report questionnaires including: a) the Wong Law Emotional Intelligence Scale, which assessed the four dimensions of emotional intelligence, i.e. Self-Emotion Appraisal, Others’ Emotion Appraisal, Use of Emotion, and Regulation of Emotion, b) the General Index of Job Satisfaction, and c) the Dutch Questionnaire on Emotional Labor (surface acting component).ResultsEmotional intelligence (Use of Emotion dimension) was significantly and positively correlated with job satisfaction (r=.42, p<.001), whereas a significant negative correlation between surface acting and job satisfaction was observed (r=−.39, p<.001). Furthermore, Self-Emotion Appraisal was negatively correlated with surface acting (r=−.20, p<.01). Self-Emotion Appraisal was found to influence job satisfaction both directly and indirectly through surface acting, while this indirect effect was moderated by gender. Apart from its mediating role, surface acting was also a moderator of the emotional intelligence-job satisfaction relationship. Hierarchical multiple regression analysis revealed that surface acting could predict job satisfaction over and above emotional intelligence dimensions.ConclusionsThe results of the present study may contribute to the better understanding of emotion-related parameters that affect the work process with a view to increasing the quality of service in the health sector.

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“…In research, Psilopanagioti et al (2012), self-awareness of the factors that elicit particular emotions permits physicians to act in the most appropriate way to enhance job satisfaction. However, the results of this study showed different results from that of a previous study.…”

“…Wong & Law (2002), who viewed EI as consisting of self-emotion appraisal, others' emotional appraisal, use of emotion, and the regulation of emotion, suggested that EI is a core variable that affects the performance of leaders. More recently, Higgs (2004), Anari (2012), Psilopanagioti et al (2012), and Hanzaee & Mirvaisi (2013) confirmed a positive association between employee EI and job performance. Psilopanagioti et al (2012) suggested that EI (self emotion appraisal, others' emotion appraisal, regulation of emotion, use of emotion) appears to play a critical role in job satisfaction about human interaction.…”

“…More recently, Higgs (2004), Anari (2012), Psilopanagioti et al (2012), and Hanzaee & Mirvaisi (2013) confirmed a positive association between employee EI and job performance. Psilopanagioti et al (2012) suggested that EI (self emotion appraisal, others' emotion appraisal, regulation of emotion, use of emotion) appears to play a critical role in job satisfaction about human interaction. In 2012 Anari, revealed that there is a positive significant relationship between EI and job satisfaction.…”

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“…Also, (Psilopanagioti and Niakas, 2012) stated that emotional intelligence is very important for organization service sector outcome (Gunavathy & Ayswarya, 2011).…”

“…Explored that job satisfaction is important for both levels (organization and individual) also Job performance have same importance, Individuals should competent in control their emotions under pressure and stress and through constraints (Psilopanagioti et al, 2012) find these contributing good understandings of emotional parameters that affect the process of work in are increasing in the service and its quality.…”