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THE EFFECTS OF EMOTIONAL LABOR ON SOFTWARE QUALITY: THE MODERATING ROLE OF PROJECT COMPLEXITY

2014; Volume: 2; Issue: 8 Linguagem: Inglês

10.20460/jgsm.2014815645

2651-4486

Ayşe Günsel,

Software Engineering Techniques and Practices

Even though previous research has examined the consequence s of emotional labor in general in software development projects in particular; there still remains a gap in respect to the influences of emotional labor on software quality.Accordingly, in this paper we examine the relationships among emotional intelligence labor and software quality in terms of operational effecti veness, flexibility and responsiveness, using survey data from 62 software development projects.Moreover, this study explores the moderating effect of project complexity between the EL and the quality of the new software product.The results reveal a posi tive relationship between the variety of emotions displayed during the projects, operational effectiveness and flexibility while emotional dissonance is found to be negatively associated with flexibility and responsiveness.These findings also indicate that expressing a large range of emotions and feelings in daily team interactions enables teams to launch superior software products when unexpected events make a project complicated and challenging to perform.