Emotional labor and its association with emotional exhaustion through cultural intelligence

Rafiq, Nazia; Abbasi, Abdus Sattar; Sair, Shrafat Ali; Mohiuddin, Muhammad; Munir, Ismat

doi:10.1080/19186444.2020.1846670

Cited by 13 publications

(13 citation statements)

References 65 publications

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“…The outcome of the analysis was only reported from the employee’s perspective—for instance, the variable of turnover intention was self-reported by the employees and also collected on the same questionnaire. Future research should try to replicate and extend this work utilizing different data sources and non-self-reported turnover indicators, such as actual turnover data [ 86 , 87 ]. Moreover, the study is demonstrated on underlying theories (i.e., social learning and social exchange theories) that account for the effect of turnover intention by analyzing the involvement of two relevant variables as mediators (i.e., individual-level ethical climate and emotional exhaustion).…”

Section: Discussionmentioning

confidence: 99%

Effects of Leader Conscientiousness and Ethical Leadership on Employee Turnover Intention: The Mediating Role of Individual Ethical Climate and Emotional Exhaustion

Saleh

Sarwar

Islam

et al. 2022

IJERPH

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Employees working under conscientious leadership perceive their leaders as ethical leaders. This study investigates the conscientiousness of leaders as an essential trait of ethical leadership and the relationship between ethical leadership and employee-turnover intention. Additionally, we study the potential mediating roles of the individual-level ethical climate (self-interest, friendship, and personal morality) as well as the level of employees’ emotional exhaustion that contribute to the decision-making process of turnover intention. Building on social learning and social exchange theories, outcomes from nine industrial manufacturing organizations comprising 260 subordinates’ responses show that leaders’ conscientiousness is positively related to ethical leadership and negatively associated with employees’ turnover intention. Consistent with this hypotheses, results found that, in an individual-level ethical climate, employees experience diminished emotional exhaustion. The relationships are found to mediate between ethical leadership and turnover intention in manufacturing organizations. Additionally, it was also found that individual-level ethical climates cause a relatively positive impact on employees’ emotional exhaustion leading them to lower turnover intention.

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Section: Discussionmentioning

confidence: 99%

Effects of Leader Conscientiousness and Ethical Leadership on Employee Turnover Intention: The Mediating Role of Individual Ethical Climate and Emotional Exhaustion

Saleh

Sarwar

Islam

et al. 2022

IJERPH

Self Cite

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“…Emotions and their rules for the display of emotions occur under the constraints of norms that are implicitly or explicitly associated with a job (Hochschild, 1975(Hochschild, , 1979(Hochschild, , 1983. CI can strengthen employees in culturally diverse organizational settings by regulating their emotions (Rafiq et al, 2020;Tay et al, 2008). Although highly culturally intelligent employees have the ability to understand customers from divergent cultural backgrounds, regulate their emotions while interacting with them (Rafiq et al, 2020;Tay et al, 2008) and serve them in an effective manner, the pressure of the obligation of adhering to organizational rules might drive them to reveal false emotions (i.e.…”

Section: Cultural Intelligence and Proactive Service Performancementioning

confidence: 99%

“…CI can strengthen employees in culturally diverse organizational settings by regulating their emotions (Rafiq et al, 2020;Tay et al, 2008). Although highly culturally intelligent employees have the ability to understand customers from divergent cultural backgrounds, regulate their emotions while interacting with them (Rafiq et al, 2020;Tay et al, 2008) and serve them in an effective manner, the pressure of the obligation of adhering to organizational rules might drive them to reveal false emotions (i.e. SA) (Lawler and Thye, 1999), which may decrease their PSP toward customers.…”

Section: Cultural Intelligence and Proactive Service Performancementioning

confidence: 99%

Cultural intelligence and proactive service performance: mediating and moderating role of leader's collaborative nature, cultural training and emotional labor

Al Shaer,

Jabeen,

Jose

et al. 2023

JHOM

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PurposeDrawing on cultural intelligence and social exchange theories, this study examines cultural intelligence and its effects on proactive service performance and the mediating role of leader's collaborative nature and the moderating role of cultural training and emotional labor, particularly deep acting and surface acting, in the relationship between cultural intelligence and proactive service performance.Design/methodology/approachThe study sample comprised 510 healthcare practitioners. Structural equation modeling was used to examine the hypotheses.FindingsThe results show that cultural intelligence positively influences proactive service performance. Additionally, leadership's collaborative nature influences proactive service performance. The moderating effect of cultural training and deep acting positively influences the relationship between cultural intelligence and proactive service performance. In contrast, surface acting reveals a reverse effect, thus exhibiting a positive effect on this relationship.Research limitations/implicationsThese findings suggest that public healthcare organizations should pay more attention in improving deep acting, cultural training and leadership's collaborative nature for optimal service performance.Originality/valueThe novelty of this study lies in its presentation of an integrated framework based on cultural intelligence and social exchange theories that can solve the contemporary challenges facing healthcare firms operating in emerging markets in integrating cultural intelligence and service performance.

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“… Fu (2014) found that EI had a significant positive impact on the ethical behavior of respondents. Rafiq et al (2020) focused on the moderating role of CI between emotional labor and emotional exhaustion. The results reveal that CI is a positive resource that can be used by employees to successfully regulate their emotions in culturally diverse organizational environments ( Tay et al, 2008 ; Rafiq et al, 2020 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“… Rafiq et al (2020) focused on the moderating role of CI between emotional labor and emotional exhaustion. The results reveal that CI is a positive resource that can be used by employees to successfully regulate their emotions in culturally diverse organizational environments ( Tay et al, 2008 ; Rafiq et al, 2020 ). Liao et al (2021) investigated the influence of EI and cultural adaptability on cross-cultural adjustment with a sample of expatriates.…”

Section: Literature Reviewmentioning

confidence: 99%

The Moderating Effect of Cultural Intelligence on the Relationship Between Emotional Intelligence and Job Satisfaction

Bal

Kökalan

2022

Front. Psychol.

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It is seen that employees with high emotional intelligence (EI) generally have low level of job stress; they can also integrate better with their jobs and provide a high level of job satisfaction (JS). This study aims to investigate the moderating effect of the cultural intelligence (CI) level of academicians on the relationship between their EI and JS. The data were collected from 470 academicians working in Turkish universities. The sample consists of 3 sub-groups: academicians that are Turkish citizens of and completed their entire education in Turkey, academicians that are Turkish citizens and received a part of their education abroad, and academicians that are not citizens of Turkey and completed their education outside of Turkey. According to the research results, it was found that there is a significant positive relationship between the EI level of the academicians and their JS. The research also determined that CI had a moderating effect on the positive relationship between EI and JS. The CI level of the academicians strengthens the positive relationship between their EI and JS.

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Emotional labor and its association with emotional exhaustion through cultural intelligence

Cited by 13 publications

References 65 publications

Effects of Leader Conscientiousness and Ethical Leadership on Employee Turnover Intention: The Mediating Role of Individual Ethical Climate and Emotional Exhaustion

Effects of Leader Conscientiousness and Ethical Leadership on Employee Turnover Intention: The Mediating Role of Individual Ethical Climate and Emotional Exhaustion

Cultural intelligence and proactive service performance: mediating and moderating role of leader's collaborative nature, cultural training and emotional labor

The Moderating Effect of Cultural Intelligence on the Relationship Between Emotional Intelligence and Job Satisfaction

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