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

International Journal of Human Resource Management

Volumn 21, Issue 7, 2010, Pages 1124-1144

  Huang, Xu ^a   Chan, Simon C H ^a   Lam, Wing ^a   Nan, Xinsheng ^b  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b China United Telecommunication   (China)

Author keywords

Call centers; Emotional intelligence; Leader member exchange

Indexed keywords

EID: 77953922021     PISSN: 09585192     EISSN: 14664399     Source Type: Journal    
DOI: 10.1080/09585191003783553     Document Type: Article

References (91)

1. Ashkanasy, N.M., and Daus, C. (2005), 'Rumors of the Death of Emotional Intelligence in Organizational Behavior are Vastly Exaggerated,' Journal of Organizational Behavior, 26, 441-452.
2. Bain, P., Watson, A., Mulvey, G., Taylor, P., and Gall, G. (2002), 'Taylorism, Targets, and the Pursuit of Quantity and Quality by Call Centre Management,' Newtechnology, Work and Employment, 17, 170-185.
3. Barchard, K., and Hakstian, A.R. (2004), 'The Nature and Measurement of Emotional Intelligence Abilities: Basic Dimensions and their Relationships with Other Cognitive Ability and Personality Variables,' Educational and Psychological Measurement, 64, 3, 437-462.
4. Bar-On, R. (1997), BarOn Emotional Quotient Inventory: Technical Manual, Toronto: Multi-Health Systems.
5. Bar-On, R. (2004), 'The BarOn Emotional Quotient Inventory (EQ-i): Rationale, Description and Summary of Psychometric Properties,' in Measuring Emotional Intelligence: Common Ground and Controversy, ed. G. Geher, New York: Nova Science, pp. 115-145.
6. Baron, R.M., and Kenny, D.A. (1986), 'The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations,' Journal of Personality and Social Psychology, 6, 1173-1182.
7. Batt, R. (2000), 'Strategic Segmentation in Front-Line Services: Matching Customers, Employees and Human Resource Systems,' International Journal of Human Resource Management, 11, 540-561.
8. Bauer, T.N., Erdogan, B., Liden, R.C., and Wayne, S.J. (2006), 'A Longitudinal Study of the Moderating Role of Extraversion: Leader-Member Exchange, Performance, and Turnover during New Executive Development,' Journal of Applied Psychology, 91, 298-310.
9. Bono, J.E., and Ilies, R. (2006), 'Charisma, Positive Emotions, and Mood Contagion,' The Leadership Quarterly, 17, 317-334.
10. Brislin, R., Lonner, W.J., and Thorndike, R. (1973), Cross-Cultural Research Methods, New York: Wiley.
11. Burgess, J., and Connell, J. (2006), 'Temporary Work and Human Resources Management: Issues, Challenges and Responses,' Personnel Review, 35, 2, 129-140.
12. Callaghan, G., and Thompson, P. (2001), 'Edward Revisited: Technical Control and Call Centres,' Economic and Industrial Democracy, 22, 1, 13-37.
13. Ciarrochi, J.V., Dean, F.P., and Anderson, S. (2002), 'Emotional Intelligence Moderates the Relationship between Stress and Mental Health,' Personality and Individual Differences, 32, 197-209.
14. Cohen, S., and Wills, T.A. (1985), 'Stress, Social Support, and the Buffering Hypothesis,' Psychological Bulletin, 98, 310-357.
15. Côté, S., and Miners, C.T.H. (2006), 'Emotional Intelligence, Cognitive Intelligence, and Job Performance,' Administrative Science Quarterly, 51, 1-28.
16. Dansereau, F., Graen, G.B., and Haga, W. (1975), 'A Vertical Dyad Linkage Approach to Leadership in Formal Organizations,' Organizational Behavior and Human Performance, 13, 46-78.
17. Davies, M., Stankov, L., and Roberts, R.D. (1998), 'Emotional Intelligence: In Search of an Elusive Construct,' Journal of Personality and Social Psychology, 75, 989-1015.
18. Deery, S., Iverson, R., and Walsh, J. (2002), 'Work Relationships in Telephone Call Centers: Understanding Emotional Exhaustion and Employee Withdrawal,' Journal of Management Studies, 39, 471-496.
19. Deery, S., and Kinnie, N. (2004), 'Introduction: The Nature and Management of Call Center Work,' in Call Centers and Human Resource Management: A Cross-National Perspective, eds. S. Deery and N. Kinnie, Basingstoke: Palgrave Macmillan, pp. 1-22.
20. Dormann, C., and Zapf, D. (1999), 'Social Support, Social Stressors at Work, and Depressive Symptoms: Testing for Main and Moderating Effects with Structural Equations in a Three-wave Longitudinal Study,' Journal of Applied Psychology, 84, 874-884.
21. Dunegan, K.J., Uhl-Bien, M., and Duchon, D. (2002), 'LMX and Subordinate Performance: The Moderating Effects of Task Characteristics,' Journal of Business and Psychology, 17, 275-285.
22. Enzmann, D., Schaufeli, W.B., Janssen, P., and Rozeman, A. (1998), 'Dimensionality and Validity of the Burnout Measure,' Journal of Occupational and Organizational Psychology, 71, 331-351.
23. Frenkel, S., Korczynski, M., Shire, K., and Tam, M. (1999), One the Front-line: Organization of Work in the Information Economy, Ithaca, NY: Cornell University Press.
24. Gerstner, C.R., and Day, D.V. (1997), 'Meta-analytic Review of Leader-Member Exchange Theory: Correlates and Construct Issues,' Journal of Applied Psychology, 82, 827-844.
25. Goleman, D. (1995), Emotional Intelligence, New York: Bantam Books.
26. Goleman, D. (1998), Working with Emotional Intelligence, New York: Bantam Books.
27. Graen, G.B., and Scandura, T.A. (1987), 'Toward a Psychology of Dyadic Organizing,' Research in Organizational Behavior, 9, 175-208.
28. Graen, G.B., and Uhl-Bien, M. (1995), 'Relationship-based Approach to Leadership: Development of Leader-Member Exchange (LMX), Theory of Leadership over 25 Years: Applying a Multi-Level Multi-Domain Perspective,' Leadership Quarterly, 6, 219-247.
29. Graen, G.B., Wakabayashi, M., Graen, M.R., and Graen, M.G. (1990), 'International Generalizability of American Hypothesis about Japanese Management Progress: A Strong Inference Investigation,' Leadership Quarterly, 1, 1-23.
30. Halbesleben, J.R.B. (2006), 'Sources of Social Support and Burnout: A Meta-analytic Test of the Conservation of Resources Model,' The Journal of Applied Psychology, 91, 5, 1134-1145.
31. Halbesleben, J.R.B., and Bowler, W.M. (2007), 'Motional Exhaustion and Job Performance: The Mediating Role of Motivation,' Journal of Applied Psychology, 92, 93-106.
32. Harris, K.J., and Kacmar, K.M. (2005), 'Easing the Strain: The Buffer Role of Supervisors in the Perceptions of Politics-Strain Relationship,' Journal of Occupational and Organizational Psychology, 78, 337-354.
33. Higgs, M. (2004), 'A Study of the Relationship between Emotional Intelligence and Performance in UK Call Centers,' Journal of Managerial Psychology, 19, 442-454.
34. Hochwarter, W. (2005), 'LMX and Job Tension: Linear and Non-linear Effects and Affectivity,' Journal of Business and Psychology, 19, 505-520.
35. Holdsworth, L., and Cartwright, S. (2002), 'Empowerment, Stress and Satisfaction: An Exploratory Study of a Call Centre,' Leadership and Organization Development Journal, 24, 3, 131-140.
36. Holman, D. (2004), 'Employee Well-being in Call Centers,' in Call Centers and Human Resource Management: A Cross-National Perspective, eds. S. Deery and N. Kinnie, Basingstoke: Palgrave Macmillan, pp. 223-244.
37. Holman, D., and Fernie, S. (2000), 'Can I Help You? Call Centres and Job Satisfaction,' CentrePiece, 5, 1, 2-5.
38. Hutchinson, S., Purcell, J., and Kinnie, N. (2000), 'Evolving High Commitment Management and the Experience of the RAC Call Centre,' Human Resource Management Journal, 10, 1, 63-78.
39. Kacmar, K.M., Witt, L.A., Zivnuska, S., and Gully, S.M. (2003), 'The Interactive Effect of Leader-Member Exchange and Communication Frequency on Performance Ratings,' Journal of Applied Psychology, 88, 764-772.
40. Karasek, R.A. (1979), 'Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign,' Administrative Science Quarterly, 24, 285-306.
41. Karasek, R.A. (1998), 'Demand/Control Model: A Social, Emotional and Physiological Approach to Stress Risk and Active Behaviour Development,' in Encyclopedia of Occupational Health and Safety, ed. J.M. Stellman, Geneva: ILO, pp. 34.6-34.14.
42. Knights, D., and McCabe, D. (1998), 'What Happens when the Phone Goes Wild? Staff, Stress, Spaces for Escape in a BPR Telephone Banking Work Regime,' Journal of Management Studies, 35, 2, 163-194.
43. Landy, F.J. (2005), 'Some Historical and Scientific Issues Related to Research on Emotional Intelligence,' Journal of Organizational Behavior, 26, 411-424.
44. Law, K.S., Wong, C.S., Huang, G.H., and Li, X. (2008), 'The Effects of Emotional Intelligence on Job Performance and Life Satisfaction for the Research and Development Scientists in China,' Asia Pacific Journal of Management, 25, 51-69.
45. Law, K.S., Wong, C.S., and Mobley, W.H. (1998), 'Toward a Taxonomy of Multidimensional Constructs,' Academy of Management Review, 23, 741-756.
46. Law, K.S., Wong, C.S., and Song, L. (2004), 'The Construct and Criterion Validity of Emotional Intelligence and its Potential Utility for Management Studies,' Journal of Applied Psychology, 89,483-496.
47. Lee, R.T., and Ashforth, B.E. (1996), 'A Meta-Physic Examination of the Correlates of Three Dimensions of Job Burnout,' Journal of Applied Psychology, 81, 123-133.
48. Leiter, M.P., Harvey, P., and Frizzell, C. (1998), 'The Correspondence of Patient Satisfaction and Nurse Burnout,' Social Science and Medicine, 47, 1611-1617.
49. Liden, R.C., Sparrowe, R.T., and Wayne, S.J. (1997), 'Leader-Member Exchange Theory: The Past and Potential for the Future,' Research in Personnel and Human Resource Management, 15, 47-119.
50. Liden, R.C., Wayne, S.J., and Stilwell, D. (1993), 'A Longitudinal Study on the Early Development of Leader-Member Exchange,' Journal of Applied Psychology, 78, 662-674.
51. Lopes, P.N., Salovey, P., and Straus, R. (2003), 'Emotional Intelligence, Personality, and the Perceived Quality of Social Relationships,' Personality and Individual Differences, 35, 641-658.
52. Maslyn, J.M., and Uhl-Bien, M. (2001), 'Leader-Member Exchange and its Dimensions: Effects of Self-effort and Other's Effort on Relationship Quality,' Journal of Applied Psychology, 86, 697-708.
53. Matthews, G., Roberts, R.D., and Zeidner, M. (2004), 'Seven Myths about Emotional Intelligence,' Psychological Inquiry, 15, 179-196.
54. Mayer, J.D., Caruso, D.R., and Salovey, P. (2000), 'Emotional Intelligence Meets Traditional Standards for an Intelligence,' Intelligence, 27, 267-298.
55. Mayer, J.D., Roberts, R.D., and Barsade, S.G. (2008), 'Human Abilities: Emotional Intelligence,' Annual Review of Psychology, 59, 507-536.
56. Mayer, J.D., Salovey, P., Caruso, D.R., and Sitarenios, G. (2001), 'Emotional Intelligence as a Standard Intelligence,' Emotion, 1, 232-242.
57. Miozzo, M., and Ramirez, M. (2003), 'Services Innovation and the Transformation of Work: The Case of UK Telecommunications,' New Technology, Work and Employment, 18, 62-79.
58. Petrides, K.V., and Furnham, A. (2003), 'Trait Emotional Intelligence: Behavioral Validation in Two Studies of Emotion Recognition and Reactivity to Mood Induction,' European Journal of Personality, 17, 39-57.
59. Pines, A.M., and Aronson, E. (1988), Career Burnout: Causes and Cures, New York: Free Press.
60. Rego, A., Sousa, F., Cunha, M.P.E., Correia, A., and Saur-Amaral, I. (2007), 'Leader Self-reported Emotional Intelligence and Perceived Employee Creativity: An Exploratory Study,' Creativity and Innovation Management, 16, 3, 250-264.
61. Rose, E., and Wright, G. (2005), 'Satisfaction and Dimensions of Control among Call Center Customer Service Representatives,' International Journal of Human Resource Management, 16, 136-160.
62. Rosete, D., and Ciarrochi, J. (2005), 'Emotional Intelligence and its Relationship to Workplace Performance Outcomes of Leadership Effectiveness,' Leadership & Organization Development Journal, 26, 5/6, 388-399.
63. Rosse, J.G., and Kraut, A.I. (1983), 'Reconsidering the Vertical Dyad Linkage Model of Leadership,' Journal of Occupational Psychology, 56, 63-72.
64. Russell, B. (2002), 'The Talk Ship and Shop Talk: Employment and Work in a Call Centre,' Journal of Industrial Relations, 44, 4, 467-490.
65. Salovey, P., and Mayer, J.D. (1990), 'Emotional Intelligence,' Imagination, Cognition, and Intelligence, 9, 185-211.
66. Schriesheim, C.A., Castro, S.L., and Cogliser, C.C. (1999), 'Leader-Member Exchange (LMX), Research: A Comprehensive Review of Theory, Measurement, and Data-Analytic Practices,' Leadership Quarterly, 10, 63-113.
67. Settoon, R.P., Bennett, N., and Liden, R.C. (1996), 'Social Exchange in Organizations: Perceived Organizational Support, Leader-Member Exchange, and Employee Reciprocity,' Journal of Applied Psychology, 81, 219-227.
68. Sobel, M.E. (1982), Sociological Methodology, Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models, Washington, DC: American Sociological Association.
69. Song, L.J., Huang, G.H., Peng, K.Z., Law, K.S., Wong, C.S., and Chen, Z. (2010), 'Differential Effects of General Mental Ability and Emotional Intelligence on Academic Performance and Social Interactions,' Intelligence, 38, 1, 137-143.
70. Taylor, P., and Bain, P. (1999), 'An Assembly Line in the Head: Work and Employee Relations in the Call Center,' Industrial Relations Journal, 3, 2, 101-117.
71. Taylor, P., Baldry, C., Bain, P., and Ellis, V. (2003), '"A Unique Working Environment": Health, Sickness and Absence Management in UK Call Centres,' Work, Empowerment and Society, 17, 435-458.
72. Taylor, P., Mulvey, G., Hyman, J., and Bain, P. (2002), 'Work Organization, Control and the Experience of Work in Call Centres,' Work, Employment and Society, 16, 1, 133-150.
73. Thompson, P., Warhurst, C., and Callaghan, G. (2001), 'Ignorant Theory and Knowledgeable Workers: Interrogating the Connection between Knowledge, Skills, and Services,' Journal of Management Studies, 38, 923-942.
74. Thorndike, E.L. (1920), 'Intelligence and its Uses,' Harper's Magazine, 140, 227-235.
75. Vahey, D.C., Aiken, L.H., Sloane, D.M., Clarke, S.P., and Vargas, D. (2004), 'Nurse Burnout and Patient Satisfaction,' Medical Care, 24, 2, 57-66.
76. Vakola, M., Tsaousis, I., and Nikolaou, I. (2004), 'The Role of Emotional Intelligence and Personality Variables on Attitudes toward Organizational Change,' Journal of Managerial Psychology, 19, 88-110.
77. Van den Broek, D. (2002), 'Monitoring and Surveillance in Call Centres: Some Responses from Australian Workers,' Labour and Industry, 12, 3, 43-58.
78. Van Dyne, L., Jehn, K.A., and Cummings, A. (2002), 'Differential Effects of Strain on Two Forms of Work Performance: Individual Employee Sales and Creativity,' Journal of Organizational Behavior, 23, 57-74.
79. Van Rooy, D.L., and Viswesvaran, C. (2004), 'Emotional Intelligence: A Meta-analytic Investigation of Predictive Validity and Nomological Net,' Journal of Vocational Behavior, 65,71-95.
80. Van Yperen, N.W.V., and Hagedoorn, M. (2003), 'Do High Job Demands Increase Intrinsic Motivation or Fatigue or Both? The Role of Job Control and Job Social Support,' Academy of Management Journal, 46, 339-348.
81. Varca, P.E. (2004), 'Service Skills for Service Workers: Emotional Intelligence and Beyond,' Managing Service Quality, 14, 457-467.
82. Vecchio, R. (1982), 'A Further Test of Effects Due to Between-group Variation and Within-group Variation,' Journal of Applied Psychology, 67, 200-208.
83. Vecchio, R., and Gobdel, B. (1984), 'The Vertical Dyad Linkage Model of Leadership: Problems and Prospects,' Organizational Behavior and Human Performance, 34, 5-20.
84. Watson, D., Clark, L., and Tellegen, A. (1988), 'Development and Validation of Brief Measures of Positive and Negative Affect: The PANAS Scale,' Journal of Personality and Social Psychology, 54, 1063-1070.
85. Wayne, S.J., and Ferris, G.R. (1990), 'Influence Tactics, Affect, and Exchange Quality in Supervisor-Subordinate Interactions: A Laboratory Experiment and Field Study,' Journal of Applied Psychology, 75, 487-499.
86. Wong, C.S., and Law, K.S. (2002), 'The Effects of Leader and Follower Emotional Intelligence on Performance and Attitude: An Exploratory Study,' Leadership Quarterly, 13, 243-274.
87. Wood, S., Holman, D., and Stride, C. (2006), 'Human Resource Management and Performance in UK Call Centres,' British Journal of Industrial Relations, 44, 1, 99-124.
88. Wright, T.A., and Cropanzano, R. (1998), 'Emotional Exhaustion as a Predictor of Job Performance and Voluntary Turnover,' Journal of Applied Psychology, 83, 486-493.
89. Yoon, J., and Lim, J.C. (1999), 'Organizational Support in the Workplace: The Case of Korean Hospital Employees,' Human Relations, 52, 923-945.
90. Zeidner, M., Matthews, G., and Roberts, R.D. (2004), 'Emotional Intelligence in the Workplace: A Critical Review,' Applied Psychology: An International Review, 53, 371-399.
91. Zhou, J., and George, J.M. (2003), 'Awakening Employee Creativity: The Role of Leader Emotional Intelligence,' Leadership Quarterly, 14, 4/5, 545-568.