Abstract
AbstractPromoting new employees’ job performance is an important goal of industry and education integration. The emotions of employees’ emotion during the interactions with customers have an important impact on their performance. However, there lacks empirical research on the mechanism of the relationship above. Based on the theory of emotional intelligence, this study established a theoretical model of the relationship of call center employees’ emotion on their performance and the emotional intelligence of employees was taken as an moderator. Results showed that call center employees with negative emotions during calls yielded worse performance than those with positive emotions. The above relationship is moderated by employees’ emotional intelligence.KeywordsVoice-to-voice dataIntegration of industry and educationHierarchical regression
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