JISIB-vol-12_Nr-1(2022) (3).pdf Journal of Intelligence Studies in Business Vol. 12 No. 1 (2022) Open Access: Freely available at: https://ojs.hh.se/ pp. 6–19 Relationship between Emotional Intelligence, Emotional Labour, Job Stress and Burnout: Does coping strategy work? Banji Rildwan Olaleye ABSTRACT This study seeks to examine the mediation effect of surface acting (SA), deep acting (DA), and job stress (JS) between emotional intelligence (EI) and burnout (BO) and also the sequential mediation of SA-JS and DA-JS between EI and burnout. It also deepens understanding of the moderating role played by mindfulness meditation (MM) as a coping strategy on the effect of JS on burnout. A cross-sectional plan was designed, whereby a survey was randomly used to obtain data from 338 medical personnel from private hospitals in Nigeria, and a partial least square structural equation modeling was used to test hypotheses contained and the moderating role of mindfulness meditation as a copying strategy, as well as conducting the study among medical personnel of privately-owned hospital in Nigeria health care sector. KEYWORDS: Emotional intelligence, emotional labour, job stress, burnout, mindfulness meditation, health sector 7 1. INTRODUCTION Emotion has been part of our daily lives, most especially when it comes to handling nega- tive and even positive feelings. Emotional Intelligence (EI) has been a very key factor in determining employees who can handle stress in the workplace and those who cannot. Meanwhile, EI could be either negative or posi- tive, thereby necessary to maintain a moderat- ing balance. Extant literature opined on creating a con- siderate on how EI helps employees minimize Emotional Labour (EL), Job Stress JS, and Burnout in an organization. The study con- ducted by (Barchard, Brackett, & Mestre, 2016) as cited by (María Carmen, Cándido, Lucía, David, & José Manuel, 2019) shows traits and what controls the stable ability to be able to identify and act in emotive situations such as optimism, motivation, and enthusiasm. Secondly, EI ability is mostly referred to as the use of emotions which enables individuals to adapt to their environment and situations, especially during decision making. According to the study conducted by Jung - tions that have employees with a high level of EI result in higher productivity and per- engagement. Meanwhile, Cho, Mohammad & Kim (2019), focused on the mediation effect of EL and JS on EI and burnout with the mod- eration effect of some coping strategies like direct action, social support, and Avoidant only the aforementioned coping strategy which warrants more study to be conducted using other forms of coping strategy as mindful medi- ation to serve as a moderator, also the study was restricted to only south Korean front-line employees of hotels. This warrants broader research to be conducted in a different envi- - the subject matter, thereby the need for which this research is based. employee with a high incidence of emotional intelligence tends to be more productive in an organization due to their ability to minimize EL, JS, and burnout. This means employ- ees with lower EI will bring the effect of low productivity. Also (María Carmen, Cándido, Lucía, David, & José Manuel, 2019) with their view on EI as a trait in individuals, connotes that an employee can have the required skill set needed for a particular task, but having a lower level of EI, which brings about the need to balance the skills set with a good level of EI. Therefore, a study is necessitated to proffer a solution on how this can be managed using some coping strategies such as mindful medi- tation as a moderator to help employees cope with EL, JS, and burnout. This paper discusses the relationship between EI and its effect on EL, JS, and ulti- mately burnout with the moderating factor of Mindful meditation in employees with a focus on the workforce population of some private hospitals in Nigerian. As studies have been conducted previously with restriction to only front-line employees, this is being replicated within the health sector, since staff from the hospital are expected and even demanded to show a happy and welcoming gesture irre- spective of their inner feelings. Therefore, this research seeks to offer quantitative ripostes to the following questions: a) Is there any positive effect of EI on employees’ EL and JS? b) Is EI only important for front-line employees or is it equally important to health workers? c) Is there a moderating effect of Mindful Meditation on the nexus between JS and burnout? to show the level of importance of EI and how it affects employees’ job stress magni- tude, which will enable organizations to work towards training their employees on how to 2016) studied “Why is employees’ emotional intelligence important? The effects of EI on stress-coping styles and job satisfaction in the hospitality industry” concentrating only - ied emphasizing Mindfulness meditation as an immediate way of moderating an employee’s EL and JS so as not to experience burnout and ultimately low harmonize diverse previous studies, and pro- ceed further to cover the gap in the area of the health sector and within the African conti- nent, especially focusing on Nigeria, which will give a different viewpoint on the pressing mat- ter in extant literature due to different beliefs and cultures. The present study is being made to provide a broader thoughtfulness of EI, and its connection to EL, JS, and the effect of 8 burnout in employees. This study will seek to understand the upshot of EI on EL, JS, and its effect on burnout, and also the moderation role of Mindful meditation on the nexus between EL and burnout. 2. LITERATURE REVIEW 2.1 Conceptual Review Emotional Intelligence (EI) ability to identify others’ emotions and also to of relating to others (Salovey & Meyer, 1990; Ji, Songshan & Pingping, 2019). This entails an individual’s ability not only in recognizing his emotions but also that of others and make his/her emotions relate to others favorably, as there can be negative relationships and posi- tive relationships. Emotional Intelligence (EI) is basically of two concerns; the trait and the ability view (Barchard, et al., 2016; Maria et al., 2019). The emotional intelligence trait is responsible for an individual’s personality which enables him/her to identify processes and action emotive situations such as enthusiasm, opti- mism, and motivation, while the ability EI is responsible for a personality’s capability to solve problems and adapt to a new or chang- (2017), view EI as an individual’s capacity in dealing with shreds of evidence favorably and successfully. Emotional Labour (EL) Emotional Labour (EL) was outlined by cited by (Nuran, Serpil, & Salih, 2012) that it’s the hassle a personal make in designing and dominant his emotions to bring on organiza- tions needed show of emotions within the indi- vidual’s social relationship within the orga- nization.) Ji, Songshan, and Pingping (2019) submit that workers will manage their feel- ings to own a positive show of facial and bodily expressions and this can be done principally to secure a grip or to aim for a decent wage. Also, (Ji, Songshan (Sam), & Pingping, 2019) cited (Diefendorff, Croyle, & Gosserand, 2005) that EL can be operational in three strategies of Surface Acting, Deep Acting, and, Genuine Acting. (1983) and Ji, Songshan, and Pingping (2019), assumes that employee adjusts his/her facial and bodily expressions in step with the prin- ciples of the organization once in an excep- tional real sense, the individual’s felt emotions don’t seem to conform to the organization’s performance rules required. According to Grandey (2000), Deep Acting (DA) occurs once an employee individual’s felt emotions don’t change to the organization’s needed perfor- mance, and this warrants the individual using imagination, deep psychological thinking, and memory to suppress the negative emotions to expertise the organizations needed emotions. Job Stress (JS) the requirement of a job or task is more than the capabilities, resources, and needs of the worker (Chien-Wei, 2010). It is seen as the interface of work settings with work- ers’ personalities changing usual psycholog- ical roles and triggering limits and negative effects. JS is a multi-faceted delinquent that incorporates an individual’s features, the sit- - (Cullen et al., 1985; Parker & DeCotiis, 1983; Xiachong et al., 2017). Summarily, fac- tors relating to stress at work vary based on job nature, the exact stressor’s kind, and the scope of the relationship between stress, and strain. type, and stressor diverges based on job level and type (Chien-Wei, 2010). Burnout Burnout as opined by (Grandey, 2000) is a situ- ation where an employee experiences emotional exhaustion from a job due to the depletion of energy from an extensive task with a limited source of replenishing energy. Also (Grandey, 2000), opined that - This con- notes that employees experiencing burnout can make the individual lose a sense of esteem and accomplishment which will result in lower pro- ductivity to the organization. Burnout is categorized into three groups; “ - - 9 ” (Carlson, is also a resultant outcome of employee exhi- bition of emotions of brained emotional energy once a worker is saddled with a responsibil- a high rate of repetition. The repetitive nature of the work will lead to the employee experi- encing burnout which will result in the feeling of a low sense of accomplishment (Chiang & job stress, and they are very closely related as the former leads to the latter. 2.2 Conceptual Framework and Hypotheses Formulation Emotional Intelligence (EI) and Emotional Labour (EL) Deep Acting (DA) which is part of Emotional Labour (EL) is affected by the employee’s Use of Emotions (UOE), which is under Emotional Intelligence (EI), thereby establishing a link between EI and EL. Consequently, the hypoth- esis below was considered. Emotional Intelligence (EI), Job Stress (JS), and Burnout In the study conducted by (Lee & Ok, 2012) that employees who lack Emotional Intelligence (EI) usually suffer from consistent job stress which eventually leads to burnout in such employees. This is an indication that there’s a link between EI and burnout through Job stress and also considering the connection between EI and EL (Jung & Kim, 2019). Brotheridge and Grandey (2002) and Choi, Mohammad, and Kim (2019) consider EI as Deep Acting (DA) and Surface Acting, since observations were made on workers with higher EI regulating their emotional behavior if the need arises. This goes to show that there is a mediating effect of EL (DA & SA) on EI and developed. - - Mindfulness Meditation (MM) as a Moderator between Job stress (JS) and Burnout Different scholars have shown the modera- tion roles coping strategies have played on job stress; and burnout. Among them are the con- tributions of various authors such as (Devereux et al., 2009) who observed from their study how social support moderates the relationship among perceived job demands, and burnout among workers with disabilities. A study con- ducted by (Wen et al., 2019) highlighted that social support and avoidant coping tend to increase stress in China rather than reduce it. Choi et al. (2019), concluded that social support and avoidant coping are both effective coping strategies in their study conducted in South Korea. Charoensukmongkol (2013), stated that Mindfulness mediation is when an employee observes an exercise of calmness by observing either his/her breathing and or walking step as a way of controlling stressful or negative emo- tions, and also stated that employees who adopt this coping strategy tend to focus more on prob- lem-solving steps to cope with stress and enjoy (2019), stated that job stress in employees is a sign that the employees are about to expe- rience burnout, and that to moderate or con- trol this burnout, organizations should have a training and development program for their employees to teach them some coping strate- gies that will help them manage the job stress effectively. These coping strategies can be social support, direct action, avoidant coping, meditations, etc. considering the study focuses solely on Mindfulness meditation as a coping strategy as a moderator for his study, the fol- lowing hypothesis was considered. Tantamount to erstwhile discussions on extant literature, given below is the heuristic model for the study: 10 2.3 Theoretical Framework In human resources management and social science in general, there are different theories of general management and human resources supporting ideas about emotions. These the- ories sometimes may not explain or give an accurate understanding of the concept under study, but they can serve as a basis or foun- dation upon which a concept is built. This is because they give a rationale for the interpre- tation of a concept or an ideology. In regards to this study, some theories were considered in understanding the relationship between EI, El, JS, and burnout. Conservation of Resources (COR) theory is a major theory anchoring the connection with the present study, was being espoused by Choi et al. (2019), which states that every employee pursues in protecting and conserving his/her resource and In this regard, the mental, physical and emo- tional energy of such an employee is the energy the individual seeks to protect, which will, in turn, engage the employee in emotional labor as he/she seeks to protect his/her collective energy. Another theory that was adopted was the Emotional theory of Rationality (ETOR) that emotions are the integral part of humans that allows the brain to function at its highest and best possible level. This further explains why individuals as employees will seek to con- serve their emotional energy as explained in the COR theory. 3. METHODOLOGY Participants and Measures The study participants constituted a total of 2801 medical personnel from some private hos- pitals within six states in Nigeria, which were recorded to have the highest number of hospi- tals or medical centers within the nation. Ten private hospitals were randomly selected from - domly selected to give a total of three hundred. Afterward, the sample size determined was doubled, to resolve the non-response problem, questionnaires were valid for the study, imply- ing a 56.3% response rate. A well-structured survey was designed in obtaining responses as adopted from the extant literature. Emotional labor was operational- ized using a dimensional context from diverse previous studies conducted by Brotheridge & Grandey (2002), with three items each for sur- face acting and deep acting. Meanwhile, emo- items from the study conducted by Chin-Shan & - ing strategy was measured with three items from a study conducted by Irene, Therese, and Junvie (2019), while job stress was measured with three items (Jin, Sun, Jiang, Wang & Wen, Likert scale was adopted to elicit responses. H4 H1a H3a H2a H1b H3c H1c H2b H3b EI EL- SA JS Mindfulness BURNOUT EL-DA Research model. EI: Emotional Intelligence; EL-SA: Emotional labor- Surface acting; EL-DA: Emotional labor- Deep acting; JS: Job stress 11 Data Analysis The analytical procedure deployed in this study comprises both Descriptive and Inferential statistics. SPSS was utilized in describing the sample population frame, in terms of frequencies and percentages, while correla- tion analysis was run to ascertain the nature of the relationship between variables, and the proposed structural model was subjected to strings of tests; psychometric and multi-collin- Square Structural Equation Modeling (PLS- - examined using the bootstrapping method. 4. RESULTS AND DISCUSSION 4.1 Findings Descriptive statistics explored on respon- dents shows respondents’ appropriateness for the study. The sample comprises three hundred and thirty-eight (338) workers from federal hos- pitals in Nigeria. Out of this sample, there were 66.6% females and 33.4% males in this sam- ple. The average age of respondents was 36%, the majority falling within 30-39 years, while the least age fell within the range of 50 years - - uate degree, while the least response (9.2%) accounted for postgraduate studies. Meanwhile, the designation revealed that the majority inter- viewed were nurses, while an equal proportion (15.4%) came from Physicians and Therapists, Correlational Analysis The intercorrelations among the latent and observed variables; burnout, emotional intel- ligence, job stress, and emotional labour are shown in Table 2. Explicitly, UOE is positively connected to emotional labour (deep acting r = 0.30; surface acting r = 0.28, p < .01) and job stress (r = 0.21, p < .01), with a moderate and low correlation respectively. A moderate and positive relationship was found between SA (r = 0.36, p < .01), job stress (r = 0.38, p < .01) and burnout, while DA had a positive, but low correlation with burnout (r = 0.29, p < .01). Also, deep acting (r = 0.71, p .01), and surface acting (r = 0.69, p .01) are strongly and Variables Categories Freq (n = 338) Percentages Gender Male 113 33.4 225 66.6 Age Below 30 years 70 20.7 30–39 years 141 41.7 40–49 years 50 years & above 98 29 29.0 8.6 Education Graduate Postgraduate 101 206 31 29.9 60.9 9.2 Designation Physician Nurse Therapist Medical Assistants 52 197 52 37 15.4 58.3 15.4 10.9 Observed and latent variable correlation. Variables Mean SD BURN DA UOE JS MM SA Burnout 3.340 1.003 1 0.29** 0.45** 0.38** 0.03** 0.36** Deep Acting 3.644 1.087 1 0.30** 0.71** -0.00 0.77** Emotional Intelligence (UOE) 3.567 0.835 1 0.21** -0.03 0.28** Job Stress 3.607 1.186 1 0.02 0.69** Mindfulness Meditation 3.581 1.258 1 -0.02 Surface Acting 3.419 0.979 1 12 Test of Hypotheses The two-stage model of the Partial Least Squares (PLS) technique suggested by Ander- sen and Gerbing (1988), was used to assess both the structural model and the measure- ment model. The measurement model was - sures the degree to which several items in an composite reliability (CR), were all examined to determine the convergent validity. As suggested by Igbaria et al. (1995) and Lin & Wang (2012), all the items recorded outer loadings above 0.5 and for composite reliability and its sister met- rics (Cronbach’s alpha and rho A), all constructs Measurement Model. Latent Vari- ables Convergent validity Internal consistency Discrim- inant Validity Indicators CA rho_A CR AVE F-L EMOTIONAL LABOUR (SA) 0.808 0.811 0.886 0.722 0.850 SA1 I resist expressing my true feelings 0.849 SA2 I pretend to have emotions I don’t have 0.856 SA3 I hide my true feelings about a situation 0.843 (DA) 0.819 0.820 0.892 0.735 0.857 DA1 I make an effort to feel the emotions that I need to display to others 0.870 DA2 I try to experience the emotions that I must show 0.874 DA3 I try to feel the emotions I have to show as part of my job 0.827 EMOTIONAL INTELLIGENCE 0.878 0.891 0.910 0.669 0.818 UOE1 I always encourage myself to try my best 0.817 UOE2 I am a self-motivated person 0.784 UOE3 I always set goals for myself and try my best to achieve them 0.827 UOE4 I can always calm down quickly when I’m angry 0.827 UOE5 I seek out activities that make me happy 0.833 JOB STRESS (JS) 0.862 0.862 0.906 0.708 0.841 JS1 There are a lot of aspects of my job that makes me upset 0.818 JS2 When I’m at work, I often feel tense and uptight 0.823 JS3 I am usually under a lot of pressure when I am at work 0.856 JS4 A lot of time my job makes me very frustrated or angry 0.867 MINDFUL MEDITATION (MM) 0.912 0.806 0.931 0.817 0.904 MM1 you see for yourself? 0.948 MM2 enhanced your learning abilities? 0.845 MM3 mindfulness meditation? 0.917 BURNOUT (BURN) 0.827 0.835 0.884 0.657 0.810 BURN1 I feel I treat some residents as if they were impersonal objects 0.775 BURN2 I’ve become more callous towards people ever since I took this job 0.842 BURN3 I worry that this job is hardening me emotionally 0.800 BURN4 I don’t care what happens to some recipients 0.823 CA = Cronbach’s Alpha, CR = Composite Reliability, rho = rho_A reliability indices, AVE (F-L) = 13 return values greater than the 0.70 thresholds, in the measurement model has converged. Convergent validity is maintained, as demon- values being over the 0.5 criteria (Olaleye et al., Discriminant Validity Discriminant validity, inter-construct correla- Larcker’s approach (1981). Meanwhile, in while the inter-construct correlation is shown larger than the inter-construct correlation of each construct, the measurement model is Larcker’s criteria, which is used to determine discriminant validity, have recently been - tive, a Monte-Carlo simulation was used to - inant validity, the two-threshold proposed by values for all items fell below limits of less than 0.90, demonstrating a prevalence of discrimi- nant validity among those constructs included in the model. Structural Model In addition to the measurement model, the structural model was evaluated in this study. Causation constructs in an instru- ment are often tested using the structural model uses bootstrapping of 5000 re-sampling the R-squared, as well as other statistics such as t-statistics, P-value, and f2. Direct and Indirect effects Using the predictor variable’s direct effects on the outcome variables, researchers discovered that emotional intelligence have a positive impact on emotional labour; surface acting 1a: = 0.279, t = 5.378, p < 0.05); deep acting 1b: = 0.298, t = 5.802, p < 0.05), but insignif- 1c: = -0.017, t = 0.646, p > 0.05). Meanwhile, the indirect effect of emo- tional labor (surfaced acting and deep acting) on the relationship between emotional intelli- 2a: = 0.098, t = 3.857, p 2b: = 0.131, t = 4.753, p for the hypothesized indirect path contained 3, SA mediates the relationships of emotional intelligence and burnout, while deep acting and job stress could not play a mediating role between emotional intelligence and burnout. 3b 3c are rejected. Interaction Effect (Moderation) Mindful meditation (MM) indirectly moderates the direct effect of job stress on burnout was a graph, showing how mindful meditation MM values (-1 SD, mean, and +1 SD), the blue, red, and green lines show how MM affects the path. It becomes ostensible that high levels of MM involvement dampen the positive effect of job stress on burnout, while low levels of MM involvement strengthen the effect of job stress on burnout. Variables BURN DA UOE JS MM SA Burnout Deep Acting 0.349 Emotional Intelligence 0.526 0.343 Job Stress 0.444 0.840 0.235 Mindfulness Meditation 0.042 0.029 0.045 0.031 Surface Acting 0.422 0.842 0.319 0.817 0.058 14 ) commonly referred to as the effect size, be reported in - 2). Using Cohen’s (1988) threshold of 0.02, 0.15, and 0.35 as a standard, they also advocate interpreting the amplitude of effects of small, medium, and large in magnitude, respectively. 2 is greater than 0.15 but below 0.35), all reported effect sizes were of small magnitude, falling below the 0.15 thresh- old. Path Analysis Result. Relationship NFI = 0.809 SRMR = 0.055 X2 = 849.050 Hypotheses Std. Error t-value p-value F2 R2 Decision Direct Effects H1a: EI 0.279 0.052 5.378 0.084 0.078 Supported H1b: EI 0.298 0.051 5.802 0.097 0.089 Supported H1c: EI Indirect Effects -0.017 0.037 0.460 0.646 0.001 0.548 Not Supported H2a: EI H2b: EI H3a: EI H3b: EI H3c: EI Moderation Effect H4: MOD*JS 0.098 0.131 0.062 -0.020 -0.004 -0.113 0.025 0.028 0.029 0.025 0.009 0.055 3.857 4.753 2.169 0.828 0.469 2.045 0.408 0.639 0.112 0.171 0.022 0.002 0.038 - 0.548 0.548 0.179 0.179 0.179 0.179 Supported Supported Supported Not Supported Not Supported Supported Path Analysis. 15 16 - close to 1, and the SRMR value of 0.055, which 4.2 Discussion The works of previous scholars have established the different relationships between EI-EL, EI-BO, EI-EL-BO, EI-EL-JS-BO, EI-EL-JS-BO with the moderation of Avoidant coping, Active coping, and social support as moderation vari- ables. With all these previous studies focusing previous study used Mindfulness meditations as a moderation variable and also with no con- sideration to the health sector. Therefore, this study focuses on the mediation of EL and JS on EI and BO with the moderation effect of Mindfulness mediation on the health sector using Nigerian hospitals as a case study. et al., 2019) on the mediation role JS plays between EL and Burnout, this study also showed the mediation role JS plays between EI, EL, and Burnout. As evidenced from the result, the effect of EI on Burnout is medi- ated by JS and also a sequential mediation of SA-JS and DA-JS, revealing that EL does not have a direct mediating effect between EI and Burnout without the sequential support of JS. This implies that without the effect of JS, both SA and DA do not result in burnout for the medical staff even though EI may impact a resulting SA and DA on the staff. This means over-exhibition of EI will result in EL i.e., both SA and DA but not Burnout, and a prolonged EL that transfers into JS can lead to Burnout among medical personnel. In consideration of the previous study by (Choi et al., 2019) who took into consideration three different coping strategies to alleviate the effect of JS on burnout, i.e. they considered Direct Action, Active and Seeking social support. - eration role of Mindfulness meditation on JS and Burnout as was supported by the works of medical staff employ to conserve their energy, as explained by the Conservation of resources theory (Choi et al., 2019). The results showed that when the staff used a high level of MM, it helps in moderating the effect of JS on burnout, contrarily, if they apply it at a lower level, it strengthens and increases the effect of JS on burnout. 5. CONCLUSION The present study remains high cognizance as it explores various connections between EI, EL, JS, and Burnout and also tried to understand the moderation role MM plays in managing JS, of not resulting in burnout among healthcare medical personnel in an African setting like Nigeria. This will serve as a basis upon which scholars can investigate this phenomenon not only in Asian or European or American coun- tries, but in an African setting, and previously studied focused in the hospitality industry, but with now focusing on health care setting; gain- ing a wide range of area for further research. Practical and Managerial Implications - gested some practical steps for the health care practitioners. Because health care work has a lot of emotional demand on the employees, managers need to bring up programs that will train employees on how to adopt and utilize various coping strategies in alleviating JS, not only MM but also other coping mechanisms that will help them cope with the high emo- tional, mental and physical demand of the job. Secondly, managers need to ensure in- house interviews and reviews are conducted to understand the EI levels of their employees and to assign tasks that will be at a manage- able level for such employees that are prone to JS. This is because especially as the lives of the patients are at stake and an exhausted employee is a danger to a patient. Thirdly, managers can support employees by encourag- ing them to have time for self-development on EI and also medical schools need to integrate the teaching of EI skills to students study- - tor and observe employees who are exhibiting signs of JS and also advise employees to always speak up when they are experiencing JS so that immediate intervention can be made, as JS is a sign the employee will soon experience burn- out which will impact negatively on the lives of patients, lastly, managers should also design rotations that will not be over tasking on the staff as that can help moderate the rate at which the employees will experience JS and or Burnout. 17 Limitations and Suggestions for Future Research Despite all contributions from this study, lim- its such as a small number of hospitals were being sampled in Nigeria, therefore, the cul- tural factor and the limited data from the few hospitals may have an impact on the conclu- sion, and focus can also be made on replicat- ing the study in other sectors or country or continent. 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