Service with a smile? Engagement is a better predictor of job satisfaction than emotional intelligence

Swancott, Lucy ORCID: https://orcid.org/0000-0002-8586-3192 and Davis, Sarah K. ORCID: https://orcid.org/0000-0002-4683-4807 (2022) Service with a smile? Engagement is a better predictor of job satisfaction than emotional intelligence. Current Psychology. ISSN Print: 1046-1310 Online: 1936-4733

Abstract

Emotional intelligence (EI) has shown potential for predicting workplace attitudes, including job satisfaction. However, it is unclear how EI works to exert these positive effects (i.e., indirectly through other resources), particularly in those employees who experience high levels of emotional labor through frequent interpersonal interactions. The current study examined the relationship between ability emotional intelligence, emotional labor strategies, work engagement and job satisfaction in 133 hospitality employees (110 females; 22 males). Regression analyses showed that emotional abilities did not significantly predict employees’ use of emotional labor strategy, job engagement or satisfaction. However, work engagement significantly predicted job satisfaction through dedication and vigor. EI did not indirectly predict job satisfaction through work engagement or emotional labor strategies. Contrary to existing research, this study suggests the utility of EI in predicting work-related outcomes may be limited for those working in the hospitality industry. Findings highlight the necessity for dynamic, applied measurement, and for hospitality organizations to focus on the development of training interventions which aim to increase engagement.

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