SAMVAD: International Journal of Management

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This research aims to analyse the role of Surface Acting (SA) as a mediator of the relationship between Trait Emotional Intelligence and Individual Work Performance in the banking sector. In this study the trait emotional intelligence (TEI) is considered as an independent variable, Individual work performance as the dependent variable and surface acting as the mediator. One-way Anova test has been employed to identify the differences between trait emotional intelligence and work experience, it was identified that there is no significant differences between trait emotional intelligence and work experience. The direct relationship between trait emotional intelligence and individual work performance exhibited a positive relationship. The mediating effect (TEI-SA-IWP) were found to be negatively significant at 0.05 levels. However, Surface Acting (SA) does partially mediate the relationship between trait emotional intelligence (TEI) and Individual Work Performance (IWP).


Keywords

Bank Employees and Service Industry, Emotional Labor (EL), Individual Work Performance (IWP), Surface Acting (SA), Trait Emotional Intelligence (TEI).
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