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 assisting employees to achieve highly in five facets of WQ; job role, career role, innovator role, team role and organisation role. In service shop, the influence of EI is moderate but the role of EL is increasingly important. In mass service, EI does not significantly contribute to high WQ instead EL plays its effective role in promising WQ. Therefore, the role of emotional intelligence and emotional labour in influencing service quality is dependent on the type of service organisations.

Purpose -The purpose of this conceptual paper is to examine the fit between values underpinning the ISO 9000 standard and selected managerial and organisational factors. Design/methodology/approach -The study is a conceptual one relying on the literature on the selected strategic factors and also the standard. The values of institutionalisation, explicitation, systematisation, delineation and Taylorisation underpinning ISO 9000 standards were distilled from the origin and the principles of ISO 9000 and the ISO 9000 certification practices. The values are juxtapositioned with the imperatives of control and creativity, knowledge management and organisational structure to understand the consequent synergism or tension. Findings -It is postulated that the more mechanistic and explicit knowledge based organisations will enjoy ISO 9000 certification while the more organic and tacit knowledge based organisations will experience tensions arising from lack of fit. Hence, conceptually, the standard will work best in a more mechanistic and routine knowledge based settings. Creativity oriented strategies will find the standard quite dysfunctional while control and operation-based strategies are likely to benefit most from the certification. Originality/value -Most ISO 9000 related studies are weak on conceptualisation of the relationships examined. Despite the growing volume of studies on ISO 9000, the values of the standard have not been explicitly outlined. Consequently, discussion of the efficacy of the standard has focused on the explicit requirements of the standard rather than the instrumental values it promotes. Based on the explication of the standard's values, the article examines the possible synergies and contradictions between the standard and, management orientation (control vs creativity), knowledge orientation (explicit vs tacit) and structure (organic vs mechanistic).

Empirical evidence on the role of Emotional Intelligence (EI) in service providers' team role effectiveness is inconclusive despite the obvious conceptual link. The purpose of this paper is to look into the moderating effect of work motivation on the relationship between EI factors (Self Emotional Appraisal, Others' Emotion Appraisal, Regulation of Emotion, and Use of Emotion) and team role effectiveness. Analyses of 167 responses from service providers and their superiors revealed that the interactions between work motivation and Self Emotional Appraisal (SEA) and between work motivation and Others' Emotional Appraisal (OEA) have significant affect on service providers' team role effectiveness. The effect of SEA on team role effectiveness is positive for those with low work motivation while for the high work motivation group, the effect is initially positive but turns negative at high SEA levels. The effect of OEA on team role effectiveness is higher for low work motivation group and for both low and high motivation groups, the moderation effect is positive at the low to moderate levels of OEA but becomes negative at high levels of OEA. The findings indicate that the effect of SEA and OEA on service provider's team role effectiveness is moderated by work motivation, the effect is complex and counter-intuitive. Implications for managerial practices and future research are discussed.

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