Understanding Emotional Labor at the Individual Level

Seung-Bum Yang () and Hyun Jung Lee ()
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Seung-Bum Yang: Konkuk University
Hyun Jung Lee: MyongJi University

Chapter Chapter 4 in The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service, 2019, pp 83-100 from Springer

Abstract: Abstract This chapter discusses emotive skills through the lens of individual performance. After setting forth the parameters of emotional intelligence and the Big Five personality traits, two sets of correlations are reported. The relationships between emotional intelligence and emotional labor in eight nations are shown, as are the relationships between the Big Five personality traits and emotional labor in those nations. Correlations reveal significant variation across countries, indicating that cultural context exerts influences above and beyond what is expected from traditional theories of personality and emotional intelligence. Although both are foundational qualities that enable the performance of emotional labor, these analyses demonstrate that national culture has a powerful influence.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-24823-9_4

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DOI: 10.1007/978-3-030-24823-9_4

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