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Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations

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Szczygieł D., Bazińska R.

Polish Psychological Bulletin

2013

vol. 44

issue 2

201-212

Traditionally, most of the research on occupational burnout has focused on organizational stressors, such as workload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout. This study was designed to examine the effects of individuals’ affective traits (i.e., dispositional affectivity and emotional intelligence) and affective states (i.e., emotions experienced at work) on burnout. The main hypothesis of this study was that emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees during their interactions with clients and emotional exhaustion. A total of 137 service sector employees rated the extent to which they felt four positive emotions (i.e., contentment, enthusiasm, joy, and liking) and four negative emotions (i.e., irritation, annoyance, antipathy, and anger) while interacting with clients. The results indicated that negative affectivity was signifi cantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed the reverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported more symptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were low in the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees who were high in trait emotional intelligence.

Psychometric properties of the Polish version of the Trait Emotional Intelligence Questionnaire-Short Form

88%

Szczygieł D., Jasielska A., Wytykowska A.

Polish Psychological Bulletin

2015

vol. 46

issue 3

447-459

The study was aimed at validating the Polish version of the Trait Emotional Intelligence Questionnaire-Short Form (TEIQue-SF). Our findings confirm the reliability and validity of the scale. With respect to reliability, internal consistency coefficients of the TEIQue-SF were comparable to those obtained using the original English version. The evidence of the validity of the TEIQue-SF came from the pattern of relations with the other self-report measure of EI, personality measures, as well as affective and social correlates. We demonstrated that the TEIQue-SF score correlated positively with scores on the Emotional Intelligence Questionnaire (INTE) (Jaworowska & Matczak, 2001). The TEIQue- SF score correlated negatively with Neuroticism and positively with Extraversion, Openness, Agreeableness, and Conscientiousness. In addition, scores on the TEIQue-SF were related to dispositional affect, i.e., correlated positively with positive affectivity and negatively with negative affectivity. The TEIQue-SF score correlated positively with social competencies as measured with the Social Competencies Questionnaire (Matczak, 2001). We also found that trait EI, as measured with the TEIQue-SF, was positively related to the richness of one’s supportive social network and this relationship remained statistically significant even after controlling for Big Five variance. We also demonstrated that scoring on the TEIQue-SF was positively related to satisfaction with life and negatively related to perceived stress and these relationships remained significant, even after controlling for positive and negative affectivity. Taken together, these findings suggest that the Polish version of the TEIQue-SF is a reliable and valid measure that inherits the network of associations both from the original version of the TEIQue-SF and the full form of the Polish TEIQue (Wytykowska & Petrides, 2007).

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2 Polish Psychological Bulletin

1 2015

1 2013

2 Szczygieł D.

1 Bazińska R.

1 Jasielska A.

1 Wytykowska A.

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Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations

Psychometric properties of the Polish version of the Trait Emotional Intelligence Questionnaire-Short Form