Chen, D. (2008) Research on Emotional Labor, Job Satisfaction and Job Performance of Service Workers. Working Paper, Shandong University, Jinan.

has been cited by the following article:

• TITLE: Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence

  AUTHORS: Xiaodan Wang, Xiaotong Lian

  KEYWORDS: Service Employees, CWB, Psychological Capital, Emotional Labor, Emotional Intelligence

  JOURNAL NAME: American Journal of Industrial and Business Management, Vol.5 No.6, June 26, 2015

  ABSTRACT: Based on the perspective of service employees psychological capital, this study adopts questionnaire survey, with every 218 employees of service industry of Jilin province as samples, to examine the Chinese services employees’ psychological capital influence on counterproductive work behavior, and explore the mediation role of emotional labor (surface and deep acting) and the moderating role of leaders’ emotional intelligence. The results show that the service sector employees’ psychological capital is significantly negative correlated with counterproductive work behavior, deep acting plays the mediation role between the two, and that leaders’ emotional intelligence plays the moderating role between deep acting and the counterproductive work behavior. This study provides valuable theoretical bases and feasible solutions for preventing and controlling staff’s counterproductive work behavior caused by psychological capital timely and effectively.