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  1. Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model.Dorota Daniela Szczygiel & Róz·A. Bazińska - 2021 - Frontiers in Psychology 11.
    This study contributes to the constantly accumulating evidence on the effects of customer incivility on service employee exhaustion. Previous research has demonstrated that surface acting acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity. The results of Study 2 supported a moderated mediation model demonstrating (...)
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  • Emotional Intelligence Buffers the Effects of Negative Emotions on Job Burnout in Nursing.Dorota Daniela Szczygiel & Moïra Mikolajczak - 2018 - Frontiers in Psychology 9.
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