Abstract
We examined the joint effect of LMX and emotional intelligence (EI) on burnout and work performance. Results based on data collected from 493 leader-member dyads in the call center of a large Chinese telecommunication company indicated that LMX was negatively related to burnout, yet was not significantly related to objective work performance. Moreover, we examined the effects of the four dimensions of EI (self-emotion appraisal, other-emotion appraisal, use of emotion, and regulation of emotion) on burnout and performance, and found that burnout mediated the link between use of emotion and work performance. Results also showed that LMX was associated with burnout and work performance more strongly for service workers with lower levels of self-emotion appraisal. More surprisingly, the link between LMX and work performance was stronger for service workers with higher levels of use of emotion.
| Original language | English |
|---|---|
| Pages (from-to) | 1124-1144 |
| Number of pages | 21 |
| Journal | International Journal of Human Resource Management |
| Volume | 21 |
| Issue number | 7 |
| DOIs | |
| Publication status | Published - Jun 2010 |
Scopus Subject Areas
- Strategy and Management
- Organizational Behavior and Human Resource Management
- Management of Technology and Innovation
User-Defined Keywords
- Call centers
- Emotional intelligence
- Leader-member exchange