Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effect of Service Employees'Emotional Intelligence on Service-Oriented OCB through Deep Acting

서비스 직원의 감성지능이 서비스지향 조직시민행동에 미치는 영향: 내면연기의 매개효과성

  • Yang, Yinyan (Department of Business Administration Graduate School, Soongsil University) ;
  • Ahn, Hee-Kyu (Department of Business Administration Graduate School, Soongsil University) ;
  • Shin, Ho-Chul (College of Business Administration, Soongsil University)
  • 양은연 (숭실대학교 일반대학원 경영학과) ;
  • 안희규 (숭실대학교 일반대학원 경영학과) ;
  • 신호철 (숭실대학교 경영대학 경영학부)
  • Received : 2018.08.23
  • Accepted : 2018.09.11
  • Published : 2018.09.30
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Abstract

Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

Keywords

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