This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Citing Articles via Scopus Google Scholar Articles by Härtel, C. E.J. Articles by Härtel, G. F. Search for Related Content Social Bookmarking                         What's this?

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

Monash University, Melbourne, Vic., Australia, charmine.hartel{at}buseco.monash.edu.au

Helen Gough

Tavis Consulting, Sydney, NSW, Australia

Günter F. Härtel

CSL Limited, Melbourne, Vic., Australia

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.

Key Words: emotional climate • emotion management skills • emotional intelligence • service • performance

Asia Pacific Journal of Human Resources, Vol. 46, No. 1, 21-37 (2008)
DOI: 10.1177/1038411107086541.


CiteULike    Complore    Connotea    Del.icio.us    Digg    Reddit    Technorati    Twitter    What's this?