An Empirical Analysis of the Relationship between Emotional Intelligence and Emotion Work: An Examination of Public Service Employees

Abstract

Scholars and researchers have stressed the importance of emotional intelligence and emotional work. Both areas consider emotions in the workplace, and emotion cannot be separated from today’s organizational life. Theoretically, an emotionally intelligent person may enhance his or her performance of emotion work in the service arena. Thus far, few studies have empirically examined the relationship between emotional intelligence and emotion work in the public service arena. This study examines the model of emotional intelligence and emotion work in a sample of public service employees representing a broad variety of jobs. Structural Equation Modeling (SEM) was used to empirically test the hypothesized model. The findings show that emotional intelligence plays a partially significant role in the performance of emotion work. Others’ emotional awareness and self-emotional management were found to be variables related to performance of emotion work.