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Work‐group emotional climate, emotion management skills, and service attitudes and performance
Author(s) -
Härtel Charmine E.J.,
Gough Helen,
Härtel Günter F.
Publication year - 2008
Publication title -
asia pacific journal of human resources
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.825
H-Index - 33
eISSN - 1744-7941
pISSN - 1038-4111
DOI - 10.1177/1038411107086541
Subject(s) - emotional intelligence , psychology , emotional exhaustion , perspective (graphical) , affect (linguistics) , emotional labor , applied psychology , emotional competence , social psychology , service (business) , customer service , burnout , marketing , business , clinical psychology , computer science , communication , artificial intelligence
At the same time that the emotional demands of service work are receiving increasing attention in the literature, academic and popular authors are proposing that person characteristics, namely emotional intelligence or emotional competencies, determine one's effectiveness in dealing with these emotional demands. In this article, we argue for a multi‐level perspective of emotions, where the emotional characteristics of organisations and groups affect and are affected by the emotional characteristics of the individuals comprising them. In particular, we develop a theoretical model depicting the dynamic interplay between a workgroups' emotional climate, employee emotion management skills and customer and provider satisfaction in a service setting.