A Study of the Relationships among Emotional Intelligence, Emotional Labor and Emotional Exhaustion - Organizational Identification as a Moderator

• Main Authors: Chun-ting Su, 蘇雋婷
• Other Authors: Ming-tien Tsai
• Format: Others
• Language: en_US
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/53269005248146900399

碩士 === 國立成功大學 === 企業管理學系碩博士班 === 97 === Emotion is not only part of private feelings, but also commercialized commodities for enterprises. Emotional labor is related to burnout, job satisfaction, physical health and so forth. And emotional intelligence is viewed as particularly important in developing competitive advantage. Therefore, this study focuses on the relationships among emotional intelligence, job characteristics, emotional labor, and emotional exhaustion; exams the moderating effect of organizational identification. This research investigates 217 financial service people thought questionnaire. After the analysis, this study found the positive relationships between job characteristics, as well as emotional intelligence, and deep acting; negatively relationships between job characteristics, as well as emotional intelligence, and emotional exhaustion. In addition, deep acting is negatively related to emotional exhaustion. Further, organizational identification makes no moderating effect on the relationships of emotional labor and emotional exhaustion, but negatively influences emotional exhaustion significantly.