EDUCATION SOCIETY FULL VERSIONEmotional Intelligence and Emotional Labour- A Comparison Study Usin
This 2014 journal article by Martyn Newman and Kenneth H. Smith tests the relationship between emotional intelligence (measured by the 77‑item Emotional Capital Report, ECR) and occupational emotional labour across service roles. Using data from 6,874 participants drawn from eleven countries (final usable occupational coding N=5,804), the authors show that workers in high emotional‑labour occupations score significantly higher on the ECR total and on eight of ten subscales, and that within high emotional‑labour roles customer‑facing workers score higher on most ECR competencies than caring or social‑control workers. The paper discusses implications for selection and training and notes limitations (unequal group sizes, cultural/gender effects, and need to consider cognitive ability/personality).
Questions this document answers
6,874 participants (4,220 males; 2,654 females).
Eleven countries/regions: Australia/Oceana (34%), United Kingdom (24%), Ireland (11%), India (9%), Middle East (7%), Western Europe (7%), North America (3%), Asia (2%), South America (1%), Africa (1%), Eastern Europe (1%).
ECR: 77 items (70 scored items across 10 subscales plus a validity subscale); 10 subscales of 7 items each.
ECR Total range: 70–350; subscale range: 7–35.
5,804 participants provided sufficient occupation data: 3,167 occupations classified as high emotional labour (HEL) and 2,637 as low emotional labour (LEL).