The Role of Emotional Intelligence in the Relationship Between Emotional Labor and Job Satisfaction in the Telecom Industry of Pakistan

Abstract

This research aimed to create a comprehensive framework for understanding how emotions influence job satisfaction in violent and aggressive workplace behavior. A quantitative research methodology was adopted for data collection and analysis. Emotional Labor, Emotional Intelligence, and Job Satisfaction data was collected on a 7-point Likert Scale starting from (1 = Strongly Disagree to 7 = Strongly Agree). Data was collected from Pakistan's telecom sector and analyzed using SPSS. The findings showed surface acting (SA) and job satisfaction (JS) are positively and significantly related, and Surface Acting (SA) and Work Hassles (WH) are positively and significantly related. Work Hassles (WH) and Negative Affectivity (NA) are positively and significantly linked. Negative Affectivity (NA) and Job Satisfaction (JS) are positively and significantly related. There is a mediating impact of Work Hassles and Negative Affectivity between Surface Acting and Job Satisfaction. At the same time, Emotional Intelligence moderates the relationship between Work Hassles and Negative Affectivity.