AJIBM  Vol.5 No.6 , June 2015
Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence
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.
Cite this paper: Wang, X. and Lian, X. (2015) Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence. American Journal of Industrial and Business Management, 5, 388-395. doi: 10.4236/ajibm.2015.56039.

[1]   Yu, H.X. (2013) Structural Dimensions and Influencing Factors of Employees, Counterproductive Behavior. Working Paper, Nanjing University of Science and Technology, Nanjing.

[2]   Bennett, R.J. and Robinson, S.L. (2000) Development of a Measure of Workplace Deviance. Journal of Applied Psychology, 85, 349-360.

[3]   Fine, S. (2012) Estimating The Economic Impact of Personnel Selection Tools on Counterproductive Work Behaviors. Economics and Business Letters, 1, 1-9.

[4]   Hafidz, S.W.M., Hoesni, S.M. and Fatimah, O. (2012) The Relationship between Organizational Citizenship Behavior and Counterproductive Work Behavior. Asian Social Science, 8, 32-37.

[5]   Henle, C.A. (2005) Predicting Workplace Deviance from the Interaction between Organizational Justice and Personality. Journal of Managerial Issues, 17, 247-263.

[6]   Li, F.W., Yuan, Z.Y. and Li, Y.J. (2012) Effects of Work Environment Stressors on Coalmine Employees’ Counter-Productive Work Behavior and Safety Outcome. China Safety Science Journal, 22, 20-26.

[7]   Liu, Y.X., Zhang, J.W., Li, C.Q. and Peng, K.P. (2013) An Experimental Study on the Psychological Mechanism of Workplace Ostracism’s Effects on Counterproductive Work Behavior. China Soft Science, 10, 157-167.

[8]   Avey, J.B., Reichard, R.J., Luthans, F. and Mhatre, K.H. (2011) Meta-Analysis of the Impact of Positive Psychological Capital on Employee Attitudes, Behaviors, and Performance. Human Resource Development Quarterly, 22, 127-152.

[9]   Yan, W. (2010) Effect of Employees’ Proactive Personality and Mental Capital on Qrganizational Citizenship Behavior and Counterproductive Behavior. Working Paper, Harbin Normal University, Harbin.

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

[11]   Liu, H. (2012) Can Emotional Labor Lead to Counter-Productive Behavior? Mediation Role of Emotional Exhaustion and Psychological Capital. Working Paper, Shanxi Normal University, Xi’an.

[12]   Mayer, J.D., Caruso, D.R. and Salovey, P. (1999) Emotional Intelligence Meets Traditional Standards for an Antelligence. Intelligence, 27, 267-298.

[13]   Tang, C.Y. and Pan, Y. (2012) Cross-Layer Analysis of the Impact of Leadership Emotional Intelligence on Organizational Identification and Organizational Citizenship Behavior. Nankai Business Review, 13, 115-124.

[14]   Zhou, P. and Jiang, X.Z. (2013) The Empirical Research of State-Owned Enterprise Managers, Working Pressure and Job Satisfaction: The Moderating Effects of Psychological Capital. East China Economic Management, 27, 134-137.

[15]   Si, Y.Y. (2010) Job Satisfaction Study Guides on Emotional Labor. Working Paper, Henan University, Kaifeng.

[16]   Dalal, R.S., Lam, H., Weiss, H.M., Welch, E.R. and Hulin, C.L. (2009) A Within-Person Approach to Work Behavior and Performance: Concurrent and Lagged Citizenship-Counterproductivity Associations, and Dynamic Relationships with Affect and Overall Job Performance. Academy of Management, 52, 1051-1066.

[17]   Wong, C.S., Law, K.S. and Wong, P.M. (2004) Development and Validation of a Forced Choice Emotional Intelligence Measure for Chinese Respondents in Hong Kong. Asia Pacific Journal of Management, 21, 535-559.

[18]   Wen, Z.L., Zhang, L. and Hou, L.T. (2006) Mediated Moderator and Moderated Mediator. Acte Psychologica Sinica, 38, 448-452.

[19]   Lv, S.S. (2013) Corporate Culture under the Influence of Regional Culture. Working Paper, Shandong Normal University, Jinan.

[20]   Li, Y. (2012) Psychological Capital Theory in Human Resource Management. People’s Tribune, 11, 64-65.

[21]   Zhang, J. and Zhang, Y. (2010) Psychological Capital Development and Human Resources Management of Knowledge employee. Human Resource Management, 10, 94-95.

[22]   Ran, L.Y. and Wan, C.L (2009) The Development of Employees’ Psychological Capital from the Perspective of Human Resource Management. Manager’ Journal, 17, 191.