Journal of Northeastern University ›› 2013, Vol. 34 ›› Issue (5): 753-756.DOI: -

• Management Science • Previous Articles     Next Articles

Emotional Intelligence and Organizational Citizenship Behavior: the Mediating Role of Emotional Labor

YANG Yong1, TANG Shuai2, MA Qinhai1, SUN Qi1   

  1. 1. School of Business Administration, Northeastern University, Shenyang 110819, China; 2. Guangzhou Industry & Trade Technician College, Guangzhou 510425, China.
  • Received:2012-11-19 Revised:2012-11-19 Online:2013-05-15 Published:2013-07-09
  • Contact: YANG Yong
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Abstract: Organizational citizenship behavior is a lubricant of service staff’s interpersonal relationship and exerts an important impact on their work performance. Among the factors affecting organizational citizenship behavior, emotional intelligence has its distinct status. Based on the survey of a variety of service staff, it was found that emotional intelligence has an obvious positive effect on organizational citizenship behavior, emotional intelligence has an obvious positive effect on both surface and deep acting, deep acting has an obvious positive effect on organizational citizenship behavior, and deep acting partly mediates between emotional intelligence and organizational citizenship behavior. The results not only fill the gaps of organizational citizenship behavior research, but also give theoretical guidance in the management practices of service organizations.

Key words: emotional intelligence, emotional labor strategy, surface acting, deep acting, organizational citizenship behavior

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