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World Applied Sciences Journal 17 (3): 319-326, 2012 ISSN 1818-4952 © IDOSI Publications, 2012

The Effect of Emotional Labor Strategies on Employees Job Performance and Organizational Commitment in Hospital Sector: Moderating Role of Emotional Intelligence in Iran 1

Kamal Ghalandari, 2Maryam Ghorbani Ghale Jogh, 3Mahdi Imani and 4Leila Babaei Nia

Department of Business Management,Qazvin Branch, Islamic Azad University, Qazvin, Iran Department of Public Management, Naghadeh Branch, Islamic Azad University, Naghadeh, Iran 3 Department of Educational Administration, Naghadeh Branch, Islamic Azad University, Naghadeh, Iran 4 Department of English Literature, Naghadeh Branch, Islamic Azad University, Naghadeh, Iran 1 2

Abstract: The purpose of this paper is to investigate the effects of emotional labor strategies on job performance and organizational commitment by considering the role of emotional intelligence. With increasing development of economy and competition among service providers, management of employees, feelings is considered as a vital aspect in providing services to customers and influences organizational out comes. Thus service organization, based on the results of the present study, would be able to identify and manage feeling and emotions of their employees in providing high quality and superior services to target customers and in addition to promote the spirit of service providing and effectiveness of employees, create some competitive advantages for themselves. Totally, 136 questionnaires were distributed to nurses, serving in a community hospital, which the results from analysis of them based on simple linear regression and multiple hierarchical regression show that emotional labor strategies influences on job performance and organizational commitment and in addition to it, variable of emotional intelligence moderates these influences too. Key words:Emotional Labor Strategies Intelligence INTRODUCTION Emotions are quintessential to human experience, which influences man’s thoughts and actions. In the past, emotions in the workplace were believed to conceal sound judgment and thus were not even perceived as workplace phenomenon [1]. The theme in much of this research is that many service jobs (e.g., customer service, healthcare) have emotional requirements and that wellbeing and effectiveness in these jobs are damaging, relatively, by a person’s ability to meet these requirements [2]. Interpersonal interactions, such as the emotions employees declare to others, can affect important organizational outcomes. The importance of emotions has become even more common with the expansion of the service economy. Oftentimes the products provided by service employees are intangible and the perceived quality of the service is related to the interpersonal interactions between the employee and the customer [3, 4]. For example, Pugh [5] showed that employees’ displays of positive emotion were directly related to Job Performance Organizational Commitment Emotional

customers’ evaluations of service quality. The expression of emotions has also been connected to customer mood [6], customer willingness to return and pass positive remarks to friends about the organization [7, 8] and customer overall satisfaction with the organization [9]. This phenomenon is of more necessity in countries haring week legal, commercial and administrative communicational infrastructure and employ face-to-face communication more frequently emotional labor in addition to its influence an customers, coworkers and organization, also influences physical and psychological health of individual service provider. Also in jobs requiring emotional labor, emotional intelligence is considered as key moderator variable in workplace, Thus according to the results from the present study, by identifying spirits and emotions of service employees which communicate in a face-to-face manner, it is possible to promote effectiveness and health of employees...
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