I know how you feel, but it does not always help Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance

摘要

Purpose - Previous research has demonstrated the importance of emotion recognition ability in negotiations and leadership, but scant research has investigated the role of emotion recognition ability in service contexts. The purpose of this paper is to propose and test a compensatory model in which service employees' emotion recognition ability helps enhance their job performance, particularly when employees score low on the agreeableness personality dimension or have low cognitive ability.