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

Xu Huang, Chi Hong Simon Chan, Kwok Yee Wing Lam, Xinsheng Nan

Research output: Journal article publicationJournal articleAcademic researchpeer-review

57 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)1124-1144
Number of pages21
JournalInternational Journal of Human Resource Management
Volume21
Issue number7
DOIs
Publication statusPublished - 1 Jun 2010

Keywords

  • Call centers
  • Emotional intelligence
  • Leader-member exchange

ASJC Scopus subject areas

  • Strategy and Management
  • Organizational Behavior and Human Resource Management
  • Management of Technology and Innovation

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