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    Wyświetlanie 1-4 z 4
    Tytuł:
    Service with a fake smile and emotional exhaustion. Does emotional intelligence matter?
    Autorzy:
    Szczygieł, Dorota
    Powiązania:
    https://bibliotekanauki.pl/articles/2127915.pdf
    Data publikacji:
    2018
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    emotional labor
    surface acting
    emotional intelligence
    burnout
    Opis:
    Research shows that positive affective displays in customer service interactions are positively related to customers’ perception of overall service quality. Consequently, the way customer service employees manage their feelings is seen as an important aspect of providing their services. In most service contexts, employees are expected to express positive emotions, e.g., be cheerful and suppress negative emotions, such as resentment. Emotional labor is regarded as a type of impression management, because it involves deliberate effort undertaken by service workers in order to adhere to organizational display rules when dealing with customers. Surface acting is an emotional labor strategy and consists of managing observable emotional expression without modifying underlying genuine feelings (service with a fake smile). Research shows that surface acting is positively related to employee burnout. The present study (N=180) was designed to examine the effects of surface acting on emotional exhaustion while controlling for employees’ trait emotional intelligence. The results demonstrated that employees who declared greater use of surface acting during their interactions with customers reported more symptoms of emotional exhaustion. As predicted, however, this effect was observed only among employees low in trait emotional intelligence. The discussion encompasses the implications these results may have for managing emotional expression in public performance that may result in reducing performance anxiety.
    Źródło:
    Polish Psychological Bulletin; 2018, 49, 3; 299-310
    0079-2993
    Pojawia się w:
    Polish Psychological Bulletin
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Czy z wiekiem stajemy się bardziej inteligentni emocjonalnie? Przetwarzanie informacji o emocjach w wieku młodzieńczym i średniej dorosłości
    Autorzy:
    Szczygieł, Dorota
    Jasielska, Aleksandra
    Powiązania:
    https://bibliotekanauki.pl/articles/637164.pdf
    Data publikacji:
    2008
    Wydawca:
    Uniwersytet Jagielloński. Wydawnictwo Uniwersytetu Jagiellońskiego
    Tematy:
    processing of emotional information, emotional intelligence, adolescence, mature age
    Opis:
    Age differences in emotional intelligence – are we getting better? Processing of emotional information in adolescence and mature age This study examined relationships between age and the ability to process emotional information. Emotion processing is defined as the ability to organize and represent emotional experience and includes the ability to recognize and label facial expressions of basic emotions, the ability to express emotions, and the ability to regulate the intensity with which emotions are perceived and experienced (Bland, Williams, Scharer, Manning, 2004). The ability to process emotional information is a basic concept of emotional intelligence (Mayer, Caruso, Salovey, 1999). The participants were 77 (37 females and 40 males) in two groups: adolescents (N=38) and middle-aged (N=39). Processing emotional information was measured by Processing of Emotional Information Test (Szczygieł, 2002), based on the theory of cognitive representation of emotion (Maruszewski, Ścigała, 1995). Hypotheses related to age differences, implying that older people process emotional information more accurately than younger was supported in relation to processing of more complex and differentiated material (nonverbal feature). The interpretation of results was performed in reference to the theory of socioemotional selectivity and the concept of postformal thinking. Socioemotional selectivity theory (Carstensen, 1995; Carstensen,Isaacowitz, & Charles, 1999) asserts that changes in the life of older adults result from motivational changes. The concept of postformal thinking assumes a progression in thinking from dualistic or absolutist thought to more subjectively determined modes of thinking in which the relativistic and/or dialectical nature of knowledge is more thoroughly understood (Labouvie-Vief, Diehl, 2000; Kielar-Turska, 2000; Gurba, 2006).
    Źródło:
    Psychologia Rozwojowa; 2008, 13, 1
    1895-6297
    2084-3879
    Pojawia się w:
    Psychologia Rozwojowa
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations
    Autorzy:
    Szczygieł, Dorota
    Bazińska, Róża
    Powiązania:
    https://bibliotekanauki.pl/articles/430166.pdf
    Data publikacji:
    2013
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    emotions
    dispositional affectivity
    emotional intelligence
    occupational burnout
    Opis:
    Traditionally, most of the research on occupational burnout has focused on organizational stressors, such as workload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout. This study was designed to examine the effects of individuals’ affective traits (i.e., dispositional affectivity and emotional intelligence) and affective states (i.e., emotions experienced at work) on burnout. The main hypothesis of this study was that emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees during their interactions with clients and emotional exhaustion. A total of 137 service sector employees rated the extent to which they felt four positive emotions (i.e., contentment, enthusiasm, joy, and liking) and four negative emotions (i.e., irritation, annoyance, antipathy, and anger) while interacting with clients. The results indicated that negative affectivity was signifi cantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed the reverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported more symptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were low in the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees who were high in trait emotional intelligence.
    Źródło:
    Polish Psychological Bulletin; 2013, 44, 2; 201-212
    0079-2993
    Pojawia się w:
    Polish Psychological Bulletin
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Psychometric properties of the Polish version of the Trait Emotional Intelligence Questionnaire-Short Form
    Autorzy:
    Szczygieł, Dorota
    Jasielska, Aleksandra
    Wytykowska, Agata
    Powiązania:
    https://bibliotekanauki.pl/articles/430270.pdf
    Data publikacji:
    2015-09-01
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    trait emotional intelligence
    personality
    dispositional affectivity
    social functioning
    TEIQue
    Opis:
    The study was aimed at validating the Polish version of the Trait Emotional Intelligence Questionnaire-Short Form (TEIQue-SF). Our findings confirm the reliability and validity of the scale. With respect to reliability, internal consistency coefficients of the TEIQue-SF were comparable to those obtained using the original English version. The evidence of the validity of the TEIQue-SF came from the pattern of relations with the other self-report measure of EI, personality measures, as well as affective and social correlates. We demonstrated that the TEIQue-SF score correlated positively with scores on the Emotional Intelligence Questionnaire (INTE) (Jaworowska & Matczak, 2001). The TEIQue- SF score correlated negatively with Neuroticism and positively with Extraversion, Openness, Agreeableness, and Conscientiousness. In addition, scores on the TEIQue-SF were related to dispositional affect, i.e., correlated positively with positive affectivity and negatively with negative affectivity. The TEIQue-SF score correlated positively with social competencies as measured with the Social Competencies Questionnaire (Matczak, 2001). We also found that trait EI, as measured with the TEIQue-SF, was positively related to the richness of one’s supportive social network and this relationship remained statistically significant even after controlling for Big Five variance. We also demonstrated that scoring on the TEIQue-SF was positively related to satisfaction with life and negatively related to perceived stress and these relationships remained significant, even after controlling for positive and negative affectivity. Taken together, these findings suggest that the Polish version of the TEIQue-SF is a reliable and valid measure that inherits the network of associations both from the original version of the TEIQue-SF and the full form of the Polish TEIQue (Wytykowska & Petrides, 2007).
    Źródło:
    Polish Psychological Bulletin; 2015, 46, 3; 447-459
    0079-2993
    Pojawia się w:
    Polish Psychological Bulletin
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
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