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Trait emotional intelligence conditioning effect and protect the effects of

Author: LiBoYang
Tutor: WangZhenHong
School: Shaanxi Normal University
Course: Applied Psychology
Keywords: Trait Emotional Intelligence Emotional work Difficult to respond to customer frequency Service atmosphere Emotional exhaustion Unwell
CLC: B842.6
Type: Master's thesis
Year: 2008
Downloads: 392
Quote: 3
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Abstract


In recent years, the study of emotions in the organization has won wide attention from academics and practitioners. Emotional intelligence research in the organizational context is the most attractive issues. Trait emotional intelligence (or emotional self-efficacy) theory of emotional intelligence in the latest study found that existing research shows that trait emotional intelligence, trait emotional intelligence is related to low levels of pressure, trait emotional intelligence can be seen as individuals stress coping an effective resource. As a starting point, the research resource conservation theory as the theoretical basis through the emotional process again explore, discover and verify trait emotional intelligence as an important individual characteristics of resource to impose regulation effect in the work context and the mechanisms of the protective effect of the process. In this study, frontline employees in service organizations take the questionnaire method study first explores the work environment, the correlation between the trait emotional intelligence, emotional work and individual results. Using hierarchical regression methods for data analysis, and verified (1) trait emotional intelligence encountered the work environment (difficult to deal with customer frequency times and service atmosphere) and emotional (surface behavior, deep behavior and synchronization behavior) the regulation of the relationship between effect; (2) the effect of trait emotional intelligence on the regulation of emotional work with individual results (the relationship between emotional exhaustion and illness). The main conclusions are as follows: (1) difficult to deal with customer frequency times and surface behavior is related to related or unrelated, negative with Deep behavior and synchronization behavior. (2) Service atmosphere of deep behavior and synchronization behavior is related to the with surface behavior irrelevant. (3) the surface behavior and emotional exhaustion is related to deep behavioral and synchronization behavior and emotional exhaustion negatively correlated or uncorrelated. (4) the surface behavior unwell positively correlated, deep behavior and sync behavior negatively correlated with discomfort. (5) Trait emotional intelligence is capable of regulating the relationship between the times and emotional work for the hard to respond to customer frequency effect. (6) trait emotional intelligence capable of regulating the relationship between emotional work and emotional exhaustion effect. (7) trait emotional intelligence has a regulating effect relationship between emotional work unwell. Secondly, this study is the impact of the work environment variables, using structural equation modeling path analysis data analysis to investigate the protective effect of trait emotional intelligence. Specifically, verify (1) trait emotional intelligence predict emotion work (regulation strategy selection); (2) trait emotional intelligence of individual results (the protective effect of emotional exhaustion and discomfort). The main conclusions are as follows: (8) Trait Emotional Intelligence and surface behavior negatively correlated positively correlated with deep behavior and synchronization behavior. (9) trait emotional intelligence through the mediating effect of the surface behavior affects the severity of emotional exhaustion and illness. (10) the mediating effect of trait emotional intelligence through deep behavior influence the severity of emotional exhaustion and illness. The findings of this study, not only for theoretical studies of trait emotional intelligence provides direct empirical support, adjust effect and the protective effect of trait emotional intelligence also played an important role in enlightening research in this field future. Existing research results with a positive reference for the actual organization and management. Innovation of this study is to: (1) trait emotional intelligence deemed effective internal resources of an individual to cope with stress, and provide a new perspective and theoretical relying related research: (2) regulation effect of trait emotional intelligence emotional work and The protective effects of emotional intelligence is limited to the study of the predictive validity status quo was actively expanding. In addition, this study there are still some limitations. Future studies may be obtained through various means data, laboratory and longitudinal studies, incorporate more influence variables and improve sample representativeness way as to further improve this.

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