Does Perceived Organizational Support influence the Employees Emotional labor? Moderating & Mediating role of Emotional Intelligence

Zain Riaz, Ayesha Arif, Qasim Ali Nisar, Shahzad Ali () and Muhammad Sajjad Hussain
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Ayesha Arif: University of Sargodha, Gujranwala Campus
Shahzad Ali: Superior University Lahore.
Muhammad Sajjad Hussain: Universiti Utara Malaysia.

Pakistan Journal of Humanities and Social Sciences, 2018, vol. 6, issue 4, p:526-543

Abstract: The services sector is an emerging sector that needs extensive research that can be helpful in managing employees’ emotions. This study aims to examine the effect of perceived organizational support on emotional labor with the mediating role of emotional intelligence. Questionnaire survey method was adapted and data were collected from 370 employees of telecommunication sector through Simple Random Sampling Technique. Hypotheses were tested and analyzed by AMOS. Results showed that POS positively affects deep Acting but has a negative impact on surface acting. Results enlightened that emotional intelligence significantly mediates the relationship between perceived organizational support and emotional labor. The study also revealed the significant relationship of emotional labor and counterproductive work behavior. Surface acting positively and significantly effect on counterproductive work behavior whereas deep acting influence negatively on counterproductive work behavior. Findings also divulged that the relationship of emotional labor and counterproductive work behavior is significantly moderated by emotional intelligence.

Keywords: Perceived Organizational Support; Emotional Intelligence; Surface Acting; Deep Acting; Counter-productive Work Behavior. (search for similar items in EconPapers)
Date: 2018
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