Investigating the Effect of Cultural Intelligence and Emotional labor on Job Satisfaction (Case of Study: Mashhad University of Medical Sciences)
Main Article Content
Abstract
Job satisfaction is a major factor involved in job success and can increase efficiency and personal satisfaction. Besides, job satisfaction is influenced by cultural intelligence (CQ) and emotional labor. Thus, the present descriptive-analytical study was conducted to investigate the effect of cultural intelligence and emotional labor on job satisfaction among the employees of Mashhad University of Medical Sciences. The current study was applied in terms of purpose and a descriptive survey in terms of data collection. The research population was all the official administrative staff of Mashhad University of Medical Sciences. A total number of 1,200 people comprised the research population among whom a sample of 291 was selected using Morgan's table. The data collection instrument was a standard questionnaire developed by Lem et al. (2022). To check the validity, confirmatory factor analysis was run, and the estimated values substantiated the validity of the instrument. The reliability of the instrument was confirmed via Cronbach's alpha. Finally, the data were analyzed through structural equation modeling in PLS. The findings showed that cognitive intelligence, metacognitive intelligence, motivational intelligence and behavioral intelligence significantly and positively affected the employees’ job satisfaction in Mashhad University of Medical Sciences. Moreover, expression of natural emotions and emotional labor showed to significantly and positively affect the employees’ job satisfaction. However, emotive dissonance significantly and negatively affected job satisfaction in Mashhad University of Medical Sciences.
Keywords:
cultural intelligence, emotional labor, job satisfaction, Mashhad University of Medical Sciences
Article Details
How to Cite
GHAFOURIAN SHAGERDI, amir et al.
Investigating the Effect of Cultural Intelligence and Emotional labor on Job Satisfaction (Case of Study: Mashhad University of Medical Sciences).
Medical Research Archives, [S.l.], v. 11, n. 6, june 2023.
ISSN 2375-1924.
Available at: <https://esmed.org/MRA/mra/article/view/4030>. Date accessed: 15 may 2024.
doi: https://doi.org/10.18103/mra.v11i6.4030.
Section
Research Articles
The Medical Research Archives grants authors the right to publish and reproduce the unrevised contribution in whole or in part at any time and in any form for any scholarly non-commercial purpose with the condition that all publications of the contribution include a full citation to the journal as published by the Medical Research Archives.
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37. Yoo, J. Perceived customer participation and work engagement: the path through emotional labor. International Journal of Bank Marketing.2016; 34(7).
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42. Min, H. Kim, H. Agrusa, J. Serving Diverse Customers: The Impact of Cultural Intelligence on Employee Burnout, Engagement, and Job Satisfaction. Journal of Hospitality & Tourism Research. 2021; https://doi.org/10.1177/10963480211016031.
43.Licki, M.M.P. Van der W, F. The influence of perceived cultural intelligence of school principals on teachers' job satisfaction and trust. Management Dynamics: Journal of the Southern African Institute for Management Scientists. 2021;3(2).
2. Islam, T., Sharif, S., Ali, H.F. and Jamil, S. "Zooming into paternalistic leadership: evidence from high power distance culture", European Journal of Management and Business Economics. 2022; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EJMBE-05-2021-0149
3. Chowdhury SR, Kabir H, Akter N, Iktidar MA, Roy AK, Chowdhury MR, Hossain A. Impact of workplace bullying and burnout on job satisfaction among Bangladeshi nurses: A cross-sectional study. Heliyon. 2023 Feb 1;9(2).
4. Binzafrah, F. and Taleedi, F. "The effect of business intelligence practices on job satisfaction in the Saudi Electricity Company in the Asir Region", Journal of Money and Business. 2022; 2(1): 107-131. https://doi.org/10.1108/JMB-03-2022-0011
5. Jahan Priyanka, T., Akter Mily, M., Asadujjaman, M., Arani, M. and Billal, M.M. "Impacts of work-family role conflict on job and life satisfaction: a comparative study among doctors, engineers and university teachers", PSU Research Review. 2022; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/PRR-10-2021-0058
6. Nyathi, M. and Kekwaletswe, R. "Electronic human resource management (e-HRM) configuration for organizational success: inclusion of employee outcomes as contextual variables", Journal of Organizational Effectiveness: People and Performance. 2023; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JOEPP-08-2022-0237
7. Cheah JS, Lim KH. Effects of internal and external corporate social responsibility on employee job satisfaction during a pandemic: A medical device industry perspective. European Management Journal. 2023 Apr 8.
8. Coves-Martínez ÁL, Sabiote-Ortiz CM, Frías-Jamilena DM. Cultural intelligence as an antecedent of satisfaction with the travel app and with the tourism experience. Computers in Human Behavior. 2022 Feb 1;127:107049.
9. Masrek MN, Yuwinanto HP, Atmi RT, Soesantari T, Mutia F. Cultural intelligence and job performance of academic librarians in Indonesia. The Journal of Academic Librarianship. 2021 Sep 1;47(5):102394.
10. Yazdanshenas, M. "Core self-evaluations and project managers' competencies: the moderating role of cultural intelligence", Journal of Management Development. 2021; Vol. 40 No. 6, pp. 542-573. https://doi.org/10.1108/JMD-01-2021-0031
11. Chen, Y., Yang, Z., Liu, B., Wang, D., Xiao, Y. and Wang, A. "How cultural intelligence affects expatriate effectiveness in international construction projects", Engineering, Construction and Architectural Management. 2023; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/ECAM-03-2022-0247
12. Rajasekar, J., Al-Asfour, A. and Kentiba, E. "Exploring the relationship between cultural intelligence and employees demographic profiles: insights gained from a cross-cultural study in Oman", Review of International Business and Strategy.2021;31(4):556-575. https://doi.org/10.1108/RIBS-09-2020-0107
13. Yang, C. "Motivational cultural intelligence and well-being in cross-cultural workplaces: a study of migrant workers in Taiwan", Employee Relations.2023;45(3): 743-761. https://doi.org/10.1108/ER-01-2021-0026
14. Hwang WJ, Park EH. Developing a structural equation model from Grandey's emotional regulation model to measure nurses' emotional labor, job satisfaction, and job performance. Applied Nursing Research. 2022 Apr 1;64:151557.
15. Wu X, Li J, Liu G, Liu Y, Cao J, Jia Z. The effects of emotional labor and competency on job satisfaction in nurses of China: A nationwide cross-sectional survey. International journal of nursing sciences. 2018 Oct 10;5(4):383-9.
16. Özdemir, M., Buyukgoze, H., Akman, Y., Topaloğlu, H. and Çiftçi, K. (2023), "Distributed leadership and teachers' emotional labour: the mediating role of teacher autonomy", Journal of Educational Administration, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JEA-06-2022-0092
17. Wen J, Zou L, Wang Y, Liu Y, Li W, Liu Z, Ma Q, Fei Y, Mao J, Fu W. The relationship between personal-job fit and physical and mental health among medical staff during the two years after COVID-19 pandemic: Emotional labor and burnout as mediators. Journal of Affective Disorders. 2023 Apr 14;327:416-24.
18. Forseth, U. "Take-off, turbulence and turnaround", Equality, Diversity and Inclusion.2022; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EDI-09-2021-0249
19. Erkutlu, H., Chafra, J., Ucak, H. and Kolutek, R. "Does emotional labor affect nurses suffering from workplace violence? A moderated mediation model", Journal of Aggression, Conflict and Peace Research.2023; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JACPR-01-2023-0767
20. Needham, C., Mastracci, S. and Mangan, C. "The emotional labour of boundary spanning", Journal of Integrated Care.2017; 25 (4):288-300. https://doi.org/10.1108/JICA-04-2017-0008
21. Han, J.W. "A review of antecedents of employee turnover in the hospitality industry on individual, team and organizational levels", International Hospitality Review.2022; 36 ( 1): 156-173. https://doi.org/10.1108/IHR-09-2020-0050
22. Farrokhi, M. Babajani Mohammadi, S. Khamarian, S. The effect of cultural intelligence on nurses' job satisfaction (case study: public hospitals of Mashhad), the first international conference on modern researches in management studies, Shiraz. (2015).
23. Kwak, H. Anderson, R. E. Leigh, T. W. Bonifield, S. D. Impact of Salesperson Macro-Adaptive Selling Strategy on Job Performance and Satisfaction. Journal of Business Research. 2019;.
24. Tarkar, P. "Attitude and post-retirement work intentions: a mediator-moderator effect of job satisfaction and education", Working with Older People.2023; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/WWOP-04-2021-0021
25. Abdullahi Nia, H. Investigating the effect of cultural intelligence on the job satisfaction of customs department employees. Master's Thesis, School of Management, Islamic Azad University, Central Tehran Branch. (2015).
26. Kang, H.-S.(T)., Kim, E.-J. and Park, S. "Multicultural teaching efficacy and cultural intelligence of teachers: The effects of learning goal orientation and training readiness", International Journal of Educational Management.2019; 33 (2): 265-275. https://doi.org/10.1108/IJEM-11-2017-0318
27. Shaik, F.F., Makhecha, U.P. and Gouda, S.K. "Work and non-work identities in global virtual teams: Role of cultural intelligence in employee engagement", International Journal of Manpower.2021; 42 (1): 51-78. https://doi.org/10.1108/IJM-03-2019-0118
28. Kang, H.-S.(T)., Kim, E.-J. and Park, S. "Multicultural teaching efficacy and cultural intelligence of teachers: The effects of learning goal orientation and training readiness", International Journal of Educational Management. 2019; 33 (2): 265-275. https://doi.org/10.1108/IJEM-11-2017-0318
29. Bücker, JJ.L.E. Furrer, O. Poutsma, E. Buyens, D. The impact of cultural intelligence on communication effectiveness, job satisfaction and anxiety for Chinese host country managers working for foreign multinationals, The International Journal of Human Resource Management. 2014; 25(14).
30. Zhang, Y., Shao, W. and Thaichon, P. "Investigating tourist post-travel evaluation and behavioural intention: a cultural intelligence perspective", Asia Pacific Journal of Marketing and Logistics.2021; 33 (10): 2037-2053. https://doi.org/10.1108/APJML-08-2020-0584
31. Iskhakova, M. and Ott, D.L. "Working in culturally diverse teams: Team-level cultural intelligence (CQ) development and team performance", Journal of International Education in Business.2020; 13 (1): 37-54. https://doi.org/10.1108/JIEB-11-2019-0052
32. Bhardwaj, B. "Short-term foreign trips correlates of the four factors model of cultural intelligence", Rajagiri Management Journal.2021; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/RAMJ-01-2021-0008
33. Coves Martínez, A.L., Sabiote-Ortiz, C.M. and Rey-Pino, J.M. "The influence of cultural intelligence on intention of internet use", Spanish Journal of Marketing - ESIC, (2018), Vol. 22 No. 2, pp. 231-248. https://doi.org/10.1108/SJME-04-2018-0024
34. Lam, R. Cheung, C. Lugosi, P. The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees. International Journal of Hospitality Management, (2022). Vol100.
35. Daniel S. Levine. Neuroscience of Emotion, Cognition, and Decision Making: A Review, Medical Research Archives. 2022; 10(7). https://doi.org/10.18103/mra.v10i7.2869.
36. Shi, Y., Zhang, R., Ma, C. and Wang, L. "Robot service failure: the double-edged sword effect of emotional labor in service recovery", Journal of Service Theory and Practice.2023; 33 (1): 72-88. https://doi.org/10.1108/JSTP-03-2022-0048
37. Yoo, J. Perceived customer participation and work engagement: the path through emotional labor. International Journal of Bank Marketing.2016; 34(7).
38. Biron, M. Van-Veldhoven, M. Emotional labor in service work: Psychological flexibility and emotion regulation. Human Relations.2012; 65(10).
39. Waziri, E. Zakari, M. Rajabipour Mobidi, A. Examining the effect of job characteristics on job satisfaction and job stress with the mediation of emotional labor in nurses of Shariati Hospital in Isfahan. Occupational health and safety, (2019); 10(1).
40. Mntande, K.A., Stiehler‐Mulder, B. and Roberts-Lombard, M. "Securing delight and loyalty in a market with low switching costs", European Business Review.2022; Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EBR-03-2022-0043
41. Mofard Khayani, T. Investigating the relationship between cultural intelligence and job satisfaction with the mediating role of job stress. Master's thesis of Khayyam Faculty of Literature and Human Sciences. (2018).
42. Min, H. Kim, H. Agrusa, J. Serving Diverse Customers: The Impact of Cultural Intelligence on Employee Burnout, Engagement, and Job Satisfaction. Journal of Hospitality & Tourism Research. 2021; https://doi.org/10.1177/10963480211016031.
43.Licki, M.M.P. Van der W, F. The influence of perceived cultural intelligence of school principals on teachers' job satisfaction and trust. Management Dynamics: Journal of the Southern African Institute for Management Scientists. 2021;3(2).