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Perceived Organisational Support and Emotional Labour: The Mediating Role of Emotional Intelligence

Author Affiliations

  • 1 Department of Management Sciences, Shaheed Zulfikar Ali Bhutto Institute of Science andTechnology, (SZABIST) Islamabad Campus, PAKISTAN

Res. J. Recent Sci., Volume 3, Issue (10), Pages 1-11, October,2 (2014)


Service organisationsare facing many challenges because of inadequate management of emotions of employees affecting individual and organisationperformance. The purpose of the study was to investigate the impact of perceived organisationalsupport (POS) on emotional labour(EL), and to discover whether or not emotional intelligence (EI) influences the association between POS and EL. Convenience sampling technique was used for data collectionthrough questionnaire from 150 respondents of hospitals, hotels, academic institutions, and banks. Multiple regression analysis was applied to check hypotheses. The results revealed that POS and its three dimensions such as rewards, career development, and training have a significant effect on EI, whereas fourth dimension of POS, the supervisory support has insignificant effect on EI. Moreover, it was found that POS significantly affects EL, and EI partially mediates the relationship between POS and EL. The present research extended the conceptual work in EL by probing the effect of POS and emotional EI on EL. Furthermore, this research provided new insight into management of customer services within the academic institutions, hotels, hospitals, and banks by investigating effects of respondents’ POS and EI on EL. The study highlighted the need of organisationalinterventions to develop requisite competence among employees for desirable management of emotions for superior performance.


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