Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence

Xiaotong  Lian; Xiaodan  Wang

doi:10.4236/ajibm.2015.56039

Xiaodan Wang, Xiaotong Lian

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.

Keywords: Service Employees, CWB, Psychological Capital, Emotional Labor, Emotional Intelligence

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.

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