Work-group emotional climate, emotion management skills, and service attitudes and performance

Hartel, Charmine E.J., Gough, Helen and Hartel, Gunter F. (2008) Work-group emotional climate, emotion management skills, and service attitudes and performance. Asia Pacific Journal of Human Resources, 46 1: 21-37. doi:10.1177/1038411107086541


Author Hartel, Charmine E.J.
Gough, Helen
Hartel, Gunter F.
Title Work-group emotional climate, emotion management skills, and service attitudes and performance
Journal name Asia Pacific Journal of Human Resources   Check publisher's open access policy
ISSN 1038-4111
Publication date 2008-04
Sub-type Article (original research)
DOI 10.1177/1038411107086541
Volume 46
Issue 1
Start page 21
End page 37
Total pages 17
Place of publication United Kingdom
Publisher Sage Publications Ltd.
Language eng
Abstract At the same time that the emotional demands of service work are receiving increasing attention in the literature, academic and popular authors are proposing that person characteristics, namely emotional intelligence or emotional competencies, determine one's effectiveness in dealing with these emotional demands. In this article, we argue for a multi-level perspective of emotions, where the emotional characteristics of organisations and groups affect and are affected by the emotional characteristics of the individuals comprising them. In particular, we develop a theoretical model depicting the dynamic interplay between a workgroups' emotional climate, employee emotion management skills and customer and provider satisfaction in a service setting. © 2008 Australian Human Resources Institute.
Keyword Emotion management skills
Emotional climate
Emotional intelligence
Performance
Service
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collection: UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 12 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 14 times in Scopus Article | Citations
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Created: Thu, 03 Sep 2009, 10:24:23 EST by Mr Andrew Martlew on behalf of UQ Business School