Emotion work and well-being of client service workers within small and medium-sized enterprises

Abstract

The objective of this study was to assess emotion work, emotional intelligence, and social support as predictors of well-being in client service workers within small and medium-sized enterprises. Across-sectional survey design was used. The study population (n = 145) consisted of client-service workers in small and medium-sized enterprises in the Mpumalanga Province. The Greek Emotional Intelligence Scale (GEIS), the Frankfurt Emotion Work Scales (FEWS), the Utrecht Work Engagement Scale (UWES), and the Oldenburg Burnout Inventory and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. The results indicated that emotional intelligence predicted both engagement and disengagement, whereas emotion work played a more significant role in predicting burnout.