Impact of Emotional Intelligence on Emotional Labor and Employee’s Job Performance Behavior

Abstract

Based on emotional labor theory, this cross-sectional quantitative study examines the relationship between the emotional intelligence, emotional labor, counterproductive work behavior (CWB) and organization citizenship behavior (OCB). Data collected from 315 hospital employees through questionnaire. Data was analyzed through PLS-SEM. Findings indicated a statistically significance relationship between the emotional intelligence and emotional labor as well as organization citizenship behavior and counterproductive work behavior. The research highlights the importance of emotional intelligence skills for the favorable working outcomes. It is recommended for the organizations to understand how employees engage in emotional labor strategies (deep acting and surface acting) with both clients and organizational members (insiders) in order to avoid CWB and exhibit OCB. Keywords: Emotional Intelligence, Emotional Labor, Deep Acting, Surface Acting, Counterproductive Work Behavior, Organization Citizenship Behavior.