Emotional labor and its association with emotional exhaustion through cultural intelligence

Abstract

This study seeks to investigate the association of emotional labour with emotional exhaustion among employees. This study focuses on the moderating role of cultural intelligence between emotional labour and emotional exhaustion. The proposed model has been tested through quantitative method approach in light of Conservation of Resources Theory (COR). The data collected from 520 employees from hotel sector under multistage sampling technique has been analysed. The gathered data will be examined through statistical techniques, are estimated to prove the proposed relationships. The study will be beneficial for industry practitioners, managers and leaders who can take advantage from the study and make strategies to minimise the negative effects of emotional labour in their respective organisations.

Keywords:

• Emotional labour
• emotional exhaustion
• surface acting
• deep acting
• cultural intelligence

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Nazia Rafiq

Nazia Rafiq is serving Virtual University of Pakistan as Lecturer HRM/Management/Public Administration at Department of Management Sciences. She is currently enrolled in Ph.D. in COMSATS University Islamabad Lahore Campus Pakistan. She earned her degree in MS Management from University of Engineering and Technology Lahore Pakistan. She obtained her Master’s degree in Business Administration from Islamia University Bahawalpur Pakistan. She also got another Master’s degree in HRM from University of the Punjab Lahore Pakistan. She possesses more than 16 years professional experience. She started her career from Masood Textile Mills Ltd. Faisalabad Pakistan as Management Trainee, Gradually she promoted as Deputy Manager HR. Then she joined Amtex Pvt. Ltd. Faisalabad as Deputy Manager Training & Staffing. She also served Gulistan Group of Companies & Punjab Vocational Training Council as Deputy Manager HR. Then she switched her career towards educational field and joined Virtual University of Pakistan on November 02, 2009. Her areas of interest include Management, HRM, OB and Research.

Abdus Sattar Abbasi

Associate Professor Dr. Abdus Sattar Abbasi is performing his duties as Head, Centre of Islamic Finance at COMSATS Institute of Information Technology Lahore, Pakistan. He remained Head, Department of Management Science at COMSATS from August 2012 to August 2016. Currently he is also serving as Chief Proctor of the Campus. He also remained Principal Research Officer at the Department of Management Sciences from August 2012 to February 2013. Dr. Abbasi earned his PhD degree in Management Sciences from National University of Modern Languages Islamabad, Pakistan. Before joining academia Dr. Abbasi worked in pharmaceutical industry for 19 years. He left the industry as Country Director Herbion Baku. Dr. Abbasi served both the corporate sector and the academia for 25 years. He remained posted in four countries, other than the homeland including Kazakhstan, Tajikistan, Uzbekistan and Azerbaijan during this journey of two and a half decades. His critical analysis of contemporary management practices has opened new horizon for researchers in general and in Islamic world in particular to find solutions to existing problems of corporate world, emerging from ethical dilemma, in Islamic perspectives of management. Dr. Abbasi has been conferred with consecutive "Research Productivity Awards" by COMSATS Institute of Information Technology from 2011 to 2015.

Shrafat Ali Sair

Dr. Shrafat Ali Sair has been serving as Assistant Professor at Hailey College of Commerce, University of the Punjab, Lahore. He obtained his PhD degree from NCBA&E, Lahore. He has served the University as Lecturer Marketing from November 14, 2007 to June 04, 2014. Before joining Virtual University he served Pakistan School of Economics, Lahore for one year as lecturer management sciences. He has taught Marketing, Management, Entrepreneurship and Research courses at undergraduate, graduate, post graduate and executive level students. He holds an MS degree in Business Administration from National University of Modern Languages, Lahore. Before MS he obtained an MBA degree from Institute of Business Administration, University of the Punjab, Lahore. He has presented five research papers in international conferences held in Pakistan and foreign countries and his twenty research papers have been published in national and international research journals. During his thorough research career, he has special interest in marketing strategy, digital marketing, organizational performance, mobile commerce, Social media marketing, brand management, positioning strategies and consumer behavior.

Muhammad Mohiuddin

Dr. Muhammad Mohiuddin is an associate professor of International Business and Global Strategy at Laval University, Quebec, Canada. He completed his MPhil in International Economics, MBA, and Ph.D. in International Management from Laval University. Dr. Mohiuddin taught at Thompson Rivers University, BC, Canada; University of Paris-Est, France; Osnabruck University of Applied Science, Germany; Shanghai Institute of Technology, and Tianjin University of Technology, China. He published more than 50 articles in peer-reviewed journals and five book chapters. His research articles were published at Research Policy, Applied Economics, Review of Economic Philosophy, Strategic Change, International Journal of Logistics, Sustainability, Journal of Environmental Management, Journal of Cleaner Production, M@N@GEMENT, among others. Dr. Mohiuddin currently serves as Associate Editor of Transnational Corporations Review [Scopus, ESCI, ABS] and Editor-in-Chief of Academy of Entrepreneurship Journal [Scopus, ABDC]. He has also edited a book on “Knowledge Management: Strategies and Applications” published from INTECH, EU. He is a member of CEDIMES (France), AIB, SMS, AOM, ASAC and CCSBE. He was also awarded research grant from ‘Social Sciences and Humanities Research Council’ (SSHRC), Government of Canada.

Ismat Munir

Ismat Munir is currently a faculty member of department of management sciences at Virtual University of Pakistan and is serving as instructor (MGT) since 2010. She has done MS Business Administration from National University of Modern Languages Islamabad, Pakistan Further she has done Masters in Human Resource Management from University of the Punjab Lahore Pakistan. She is a keen observer of the latest happening in the field of management around the globe and always tries to learn new education systems and management techniques.