Service with a smile? Engagement is a better predictor of job satisfaction than emotional intelligence

Swancott, Lucy J.; Davis, Sarah K.

doi:10.1007/s12144-022-02818-4

Cited by 6 publications

(7 citation statements)

References 23 publications

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“…This research provides new results for (Swancott & Davis, 2022) where the results of the research are not just smiling, but how sincere the employees' smiles are that have regulated their emotions with emotional intelligence. Then the perspective taking framework by being one of the few studies to examine perspective taking in the context of customer service.…”

Section: Theoretical Implicationsmentioning

confidence: 91%

“…The focus of this research is to collaborate on how previous research has linked emotional intelligence in its regulation using surface-acting emotional labor, which makes customers feel satisfied with the service with a smile. (Swancott & Davis, 2022) . But in other research, it is said that by using a smile alone, it is not sure that the customer will be satisfied because by simply regulating a smile, the customer can detect whether the smile is genuine or fake, so it needs to be strengthened by how sincere the smile is made to the customer (Chen et al, 2019;Lee & Madera, 2019;Y.…”

Section: Introduction *mentioning

confidence: 99%

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Emotional Intelligence Becomes The Main Predictor of Emotional Labor Ability on Customer Satisfaction

Ginanggih,

Joeliaty,

Widianto

2023

Quant. Econ. Manag. Stud.

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Emotional intelligence and emotional intelligence refers to the process of regulating feelings and expressions in response to emotion regulation as an authentic display of employees in serving customers. The existing literature has provided strong evidence for the impact of customer-focused emotional work. However, an empirical examination of the mechanisms underlying this relationship is largely different from previous studies. This research focuses on employees' emotional intelligence in regulating emotions to make customers satisfied with the services provided. This article reports on a study examining the role of emotional work in channeling the impact of emotional intelligence on customer satisfaction. Specifically, the study measured the emotional intelligence of service employees and customers with in-depth acting to find out how relational relationships occur. The sample size in this study was 232 respondents. Data analysis was carried out using Structural Equation Model (SEM-PLS) 4.0 with outer model measurements: convergent validity, discriminant validity, reality test, and inner model measurement; Coefficient Determinant of (R2), Significance (t-value) and model fit test using R square, Q square, SRMR, Goodness of Fit Index. Results show that employees who are emotionally intelligent and able to regulate their expressions and feelings will increase the influence on customer satisfaction.

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Section: Theoretical Implicationsmentioning

confidence: 91%

Section: Introduction *mentioning

confidence: 99%

Emotional Intelligence Becomes The Main Predictor of Emotional Labor Ability on Customer Satisfaction

Ginanggih,

Joeliaty,

Widianto

2023

Quant. Econ. Manag. Stud.

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“…Engagement was found to be a marginal mediator between personality factors and the work outcome of knowledge sharing with engagement heavily dependent on personality factors, not EI (Ansari & Talan, 2017). Swancott and Davis (2022) reported that engagement is a better predictor of job satisfaction in hospital employees when compared with EI and emotional labor strategies. Indeed, Ravichandran et al (2011) found a weak positive direct relationship between emotional intelligence and engagement, but state that emotional intelligence alone will not influence engagement.…”

Section: Engagementmentioning

confidence: 92%

“…In some conceptualizations, EI is identified as trait EI, which is emotional style and ability EI, which is emotional skill. Both aspects of EI are needed to support adaptive behavior in the workplace (Swancott & Davis, 2022). The construct has seen great interest in the popular press and in management development.…”

Section: Emotional Intelliegencementioning

confidence: 99%

Authentic Employee Engagement: How Emotions Support Engagement

Pisnar,

Foust

2024

Journal of Behavioral and Applied Management

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This study adds to the research on how emotional intelligence affects employee engagement through an examination of the mediating effect of emotional labor. Emotional intelligence is examined as an antecedent to engagement, mediated by emotional labor which has two dimensions, surface acting and deep acting. Analysis of data from 243 working adults shows negative relationships between emotional intelligence and surface acting and between surface acting and engagement. Authentic employee engagement, defined as engagement supported by deep acting revealed a positive relationship with emotional intelligence. The mediating effect of emotional labor is shown as individuals operating under deep acting report stronger engagement. Data indicate that individuals operating under surface acting experience lower levels of engagement. These findings help clarify inconclusive evidence linking emotional intelligence with engagement.

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“…Tagoe and Quarshie (2017) found that EI positively correlated with the satisfaction of nurses within these government hospitals in Ghana. According to Swancott and Davis (2022) who conducted a study on EI, employee engagement and job satisfaction found out that emotional capabilities did not have a significant impact on employee work engagement and satisfaction.…”

Section: Hi Co-worker Incivility Will Influence Employee Work Engagem...mentioning

confidence: 99%

Co-worker incivility and employee engagement among Ghanaian bank workers: does emotional intelligence matter?

Amponsah‐Tawiah

Baafi²,

Mensah³

2023

AJEMS

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PurposeThe purpose of this study is to ascertain the mechanism through which an employee engages at the workplace when faced with an uncivil act.Design/methodology/approachThe study adopted a cross-sectional survey design to sample 482 participants drawn from commercial banks operating in Ghana. The population of the study (employees working in banks in Ghana) was selected owing to the recent reforms in the sector coupled with the emerging fear of loss of jobs as a result of the corona virus pandemic and the potential impact on employee work attitudes. Participants were however selected conveniently and employees who were available and willing to participate given questionnaires to complete.FindingsCo-worker incivility significantly and negatively predicted employee engagement, while emotional intelligence (EI) predicted employee engagement positively. Furthermore, EI served as a mediator between co-worker incivility and engagement.Research limitations/implicationsDespite these encouraging findings, the mechanism underlying these effects could not be identified. Therefore, future studies can establish the underlying mechanisms of these effects by using qualitative studies or the mixed-method. Future studies can also explore other personal resources such as psychological capital or personality traits in mitigating the negative effects of workplace incivility.Practical implicationsGiven the fact that incivility has a significant negative influence on employees within the organisation, there is the need for government and policy makers to enact an inclusive policy that deals with employee mistreatments and most especially low key mistreatment. This could be done through the promulgation of a national policy on psychosocial risk management (PRIMA) as most of the uncivil acts in organisations present as psychosocial risk factors. Secondly, at the organisational level there is the need to consider EI of employees most especially when recruiting employees so as to avoid squared pegs being placed in round holes.Originality/valueThis research found out that for an employee to engage or not when faced with an uncivil act, one’s EI has to play a role. The appraisal theory was used to provide a sufficient grounds in exploring the role of EI in the evaluations and determination of occurrences in organisations as intentional or unintentional, positive or negative and hence the resultant work outcomes.

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Service with a smile? Engagement is a better predictor of job satisfaction than emotional intelligence

Cited by 6 publications

References 23 publications

Emotional Intelligence Becomes The Main Predictor of Emotional Labor Ability on Customer Satisfaction

Emotional Intelligence Becomes The Main Predictor of Emotional Labor Ability on Customer Satisfaction

Authentic Employee Engagement: How Emotions Support Engagement

Co-worker incivility and employee engagement among Ghanaian bank workers: does emotional intelligence matter?

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