The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China

We examined the joint effect of LMX and emotional intelligence (EI) on burnout and work performance. Results based on data collected from 493 leader-member dyads in the call center of a large Chinese telecommunication company indicated that LMX was negatively related to burnout, yet was not signific...

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Bibliographic Details
Published in:International journal of human resource management 2010-06, Vol.21 (7), p.1124-1144
Main Authors: Huang, Xu, Chan, Simon C.H., Lam, Wing, Nan, Xinsheng
Format: Article
Language:English
Subjects:
Attitudes to work
Burnout
Call centers
China
Correlation analysis
Emotional intelligence
Emotions
Human performance
Job performance
Labour relations
Leader-member exchange
Management
Organizational behavior
Studies
Surveys
Telecommunications industry
Working conditions
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Summary:We examined the joint effect of LMX and emotional intelligence (EI) on burnout and work performance. Results based on data collected from 493 leader-member dyads in the call center of a large Chinese telecommunication company indicated that LMX was negatively related to burnout, yet was not significantly related to objective work performance. Moreover, we examined the effects of the four dimensions of EI (self-emotion appraisal, other-emotion appraisal, use of emotion, and regulation of emotion) on burnout and performance, and found that burnout mediated the link between use of emotion and work performance. Results also showed that LMX was associated with burnout and work performance more strongly for service workers with lower levels of self-emotion appraisal. More surprisingly, the link between LMX and work performance was stronger for service workers with higher levels of use of emotion.
ISSN:0958-5192
1466-4399
DOI:10.1080/09585191003783553