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Abstract
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Article Information:
The Effect of Emotional Labor on Emotional Exhaustion in Banking Services: The Role of Iranian Emotional Intelligence
Kamal Ghalandari, Saeed Mortazari, Shahram Abbasi and Maryam Ghorbani Ghale Jogh
Corresponding Author: Kamal Ghalandari
Submitted: February 02, 2012
Accepted: February 22, 2012
Published: June 15, 2012 |
Abstract:
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The purpose of this study is to investigate the effects of emotional labor on emotional exhaustion
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, 133 questionnaires
were distributed to employees of Bank Saderat which the results from analysis of them based on simple linear
regression and multiple hierarchical regression show that emotional labor influences emotional exhaustion and
in addition to it, variable of emotional intelligence moderates these influences too.
Key words: Emotional exhaustion, emotional intelligence, emotional labor, , , ,
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Cite this Reference:
Kamal Ghalandari, Saeed Mortazari, Shahram Abbasi and Maryam Ghorbani Ghale Jogh, . The Effect of Emotional Labor on Emotional Exhaustion in Banking Services: The Role of Iranian Emotional Intelligence. Research Journal of Applied Sciences, Engineering and Technology, (12): 1794-1800.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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