TY - JOUR
T1 - The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China
AU - Huang, Xu
AU - Chan, Simon C.H.
AU - Lam, Wing
AU - Nan, Xinsheng
N1 - Publisher copyright:
© 2010 Taylor & Francis
PY - 2010/6
Y1 - 2010/6
N2 - 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.
AB - 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.
KW - Call centers
KW - Emotional intelligence
KW - Leader-member exchange
UR - http://www.scopus.com/inward/record.url?scp=77953922021&partnerID=8YFLogxK
U2 - 10.1080/09585191003783553
DO - 10.1080/09585191003783553
M3 - Journal article
AN - SCOPUS:77953922021
SN - 0958-5192
VL - 21
SP - 1124
EP - 1144
JO - International Journal of Human Resource Management
JF - International Journal of Human Resource Management
IS - 7
ER -