The Role of Emotional Intelligence in the Interaction Process between Service Agents and Clients

This study attempts to explore both direct and indirect effects of emotional intelligence in the interaction process between service agents and clients on four types of emotional labor strategy and three dimensions of burnout. We proposed a research design with antecedents and consequences regarding the emotional labor process. By making use of regression analysis, we could argue that emotional intelligence plays a significant role in the emotional labor process. The results indicate that emotional intelligence directly relates to both emotional labor strategy and burnout. However, it seems that emotional intelligence only partially moderates the relationship between emotional labor strategy and burnout. This research contributes to expanding the area of emotional labor strategy by looking into the emotional intelligence of service agents. The theoretical and practical implications of "emotional intelligence" for the selection of service workers are discussed with recommendations for future research.