Switch to: References

Add citations

You must login to add citations.
  1. Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model.Dorota Daniela Szczygiel & Róz·A. Bazińska - 2021 - Frontiers in Psychology 11:506085.
    This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The results (...)
    Download  
     
    Export citation  
     
    Bookmark   2 citations  
  • Emotional Intelligence Buffers the Effects of Negative Emotions on Job Burnout in Nursing.Dorota Daniela Szczygiel & Moïra Mikolajczak - 2018 - Frontiers in Psychology 9:428173.
    The study was designed to examine whether trait emotional intelligence would moderate the impact of negative emotions at work on job burnout. A total of 188 female nurses participated in this study and completed measures of trait affectivity, emotional intelligence, anger and sadness at work [over five consecutive days, nurses rated the extent to which they experienced anger-related emotions (i.e., irritation, embitterment and anger) and sadness-related emotions (i.e., depression, disappointment and sadness)], and burnout. The results revealed significant and positive relationships (...)
    Download  
     
    Export citation  
     
    Bookmark   7 citations