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EMOTIONAL INTELLIGENCE, EMOTIONAL LABOUR AND WORK EFFECTIVENESS IN SERVICE ORGANISATIONS: A PROPOSED MODEL
The paper draws together literature on emotional intelligence (EI) and emotional labour (EL) and examines its influence on work effectiveness (WQ) in different business settings; professional service, service shop and mass service. In professional service, it is proposed that EI is important in assisting employees to achieve highly in five facets of WQ; job role, career role, innovator role, team role and organisation role. In service shop, the influence of EI is moderate but the role of EL is increasingly important. In mass service, EI does not significantly contribute to high WQ instead EL plays its effective role in promising WQ. Therefore, the role of emotional intelligence and emotional labour in influencing service quality is dependent on the type of service organisations.
Key Words: Emotional Intelligence, Emotional Labour, Work Effectiveness, Service Types