Abstract
Based on emotional labor theory, this cross-sectional quantitative study examines the relationship between
the emotional intelligence, emotional labor, counterproductive work behavior (CWB) and organization
citizenship behavior (OCB). Data collected from 315 hospital employees through questionnaire. Data was
analyzed through PLS-SEM. Findings indicated a statistically significance relationship between the
emotional intelligence and emotional labor as well as organization citizenship behavior and
counterproductive work behavior. The research highlights the importance of emotional intelligence skills
for the favorable working outcomes. It is recommended for the organizations to understand how employees
engage in emotional labor strategies (deep acting and surface acting) with both clients and organizational
members (insiders) in order to avoid CWB and exhibit OCB
HANNAN AFZAL, Dr. FUWAD BASHIR, Dr. NOSHABA BATOOL. (2020) Impact of Emotional Intelligence on Emotional Labor and Employee’s Job Performance Behavior, International Review of Management and Business Research, Volume 9, Issue 4 .
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