The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study

Wong, Chi‐Sum; Law, Kenneth S.

doi:10.4324/9781315250601-10

Cited by 596 publications

(1,083 citation statements)

References 0 publications

Supporting

Mentioning

965

Contrasting

Unclassified

Order By: Relevance

“…For instance, empirical evidence suggests individuals differ in their ability to recognize others' emotions or others' use of emotional labor (e.g., Groth et al, 2009;Joseph & Newman, 2010;Rubin, Munz, & Bommer, 2005;Wong & Law, 2002). A fruitful avenue for future research may, therefore, be the moderating effect of followers' emotional intelligence on the relationships of leaders' emotional displays and emotional labor with followers' behavior and performance.…”

Section: Strengths Limitations and Future Researchmentioning

confidence: 99%

The impact of leader emotion display frequency on follower performance: Leader surface acting and mean emotion display as boundary conditions

Wang

Seibert

2015

The Leadership Quarterly

View full text Add to dashboard Cite

Section: Strengths Limitations and Future Researchmentioning

confidence: 99%

The impact of leader emotion display frequency on follower performance: Leader surface acting and mean emotion display as boundary conditions

Wang

Seibert

2015

The Leadership Quarterly

View full text Add to dashboard Cite

“…Rozell et al (2004) showed that a salesperson's customer-orientation level was positively associated with his or her EI and commitment. Wong and Law (2002) also found that EI was positively related with job performance. Consistent with these studies on EI and job performance, Shooshtarian et al (2013) supported the positive relationship between EI and job performance based on empirical evidence.…”

Section: Emotional Intelligence (Ei) and Commitment To Customer Servimentioning

confidence: 85%

“…The measurements of the first construct, EI, were adopted from the Wong & Law Emotional Intelligence Scale (WLEIS) (Wong and Law 2002): (a) Self-Emotion Appraisal (SEA), (b) Others' Emotion Appraisal (OEA), (c) Use of Emotion (UOE), and (d) Regulation of Emotion (ROE). Many researchers (e.g., Shooshtarian et al 2013;Yin et al 2013) have used this measurement across various cultures and diverse ethnic and gender groups.…”

Section: Questionnaire Developmentmentioning

confidence: 99%

“…Many researchers (e.g., Shooshtarian et al 2013;Yin et al 2013) have used this measurement across various cultures and diverse ethnic and gender groups. This survey instrument also has sound validity and reliability (Wong and Law 2002). The measurement for the second construct, EL, was derived from the two subscales (DA and SA) of the Emotional Labor Scale (ELS) developed by Brotheridge and Lee (2003).…”

Section: Questionnaire Developmentmentioning

confidence: 99%

“…EI has too many measurement items (more than 30), which may complicate preparing EI questionnaire and tax respondents. Wong and Law (2002) developed ''a simple, practical, and sound measure of EI'' with 16 items (p.251). In light of this, the present study adopts the four dimensions and measures of EI from Wong and Law (2002) which were also applied to Cho's (2013) and Lee et al's (2013) studies on flight attendants' EI.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

View full text Add to dashboard Cite

Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among preflight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first study on pre-flight attendants' EI, this study contributes to the existing body of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.

show abstract

Association of Emotional Intelligence With Malpractice Claims

et al. 2019

View full text Add to dashboard Cite

The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study

Cited by 596 publications

References 0 publications

The impact of leader emotion display frequency on follower performance: Leader surface acting and mean emotion display as boundary conditions

The impact of leader emotion display frequency on follower performance: Leader surface acting and mean emotion display as boundary conditions

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Association of Emotional Intelligence With Malpractice Claims

Contact Info

Product

Resources

About