Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence

Abstract

Based on the perspective of service employees psychological capital, this study adopts question- naire survey, with every 218 employees of service industry of Jilin province as samples, to exam- ine the Chinese services employees’ psychological capital influence on counterproductive work behavior, and explore the mediation role of emotional labor (surface and deep acting) and the moderating role of leaders’ emotional intelligence. The results show that the service sector em- ployees’ psychological capital is significantly negative correlated with counterproductive work behavior, deep acting plays the mediation role between the two, and that leaders’ emotional intel- ligence plays the moderating role between deep acting and the counterproductive work behavior. This study provides valuable theoretical bases and feasible solutions for preventing and control- ling staff’s counterproductive work behavior caused by psychological capital timely and effectively.