Othman, Abdul Kadir; Abdullah, Hazman Shah; Ahmad, Jasmine - In: Vision 12 (2008) 1, pp. 31-42
The paper draws together literature on emotional intelligence (EI) and emotional labour (EL) and examines its influence on work effectiveness (WQ) in different business settings; professional service, service shop and mass service. In professional service, it is proposed that EI is important in...