Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/27331
Title: The joint effect of leader-member exchange and emotional intelligence on burnout and work performance in call centers in China
Authors: Huang, X 
Chan, SCH
Lam, W 
Nan, X
Keywords: Call centers
Emotional intelligence
Leader-member exchange
Issue Date: 2010
Publisher: Routledge, Taylor & Francis Group
Source: International journal of human resource management, 2010, v. 21, no. 7, p. 1124-1144 How to cite?
Journal: International journal of human resource management 
Abstract: 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.
URI: http://hdl.handle.net/10397/27331
ISSN: 0958-5192
EISSN: 1466-4399
DOI: 10.1080/09585191003783553
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