From WPS as a soft-TQM lever to employee well-being: unveiling the role of genuine acting and emotional intelligence in healthcare setting

Purpose As healthcare systems strive towards patient-centred care, particularly in resource-constraint contexts such as India, the emotional and psychological well-being of healthcare professionals (HCPs) has emerged as a critical concern. Drawing upon the broaden-and-build theory of positive emotions, the present research aims to investigate how WPS, conceptualized as a soft-total quality management (TQM) practice, fosters employee well-being. The study further examines the mediating role of genuine acting, which is a form of authentic emotional labour, and the moderating role of emotional intelligence (EI) in shaping this relationship. Design/methodology/approach A cross-sectional survey of 555 Indian healthcare professionals was conducted. The established and validated instruments were used to measure WPS, genuine acting, emotional intelligence and employee well-being. The structural relationships were tested using partial least square structural equation modelling (PLS-SEM), with mediation and moderated mediation effects assessed through bootstrapping and predictive relevance (R2, Q2). Findings The results reveal a significant positive association between WPS and employee well-being, which is partially mediated by genuine acting. Moreover, emotional intelligence moderates the relationship between WPS and genuine acting, such that individuals with higher emotional intelligence are more likely to engage in genuine emotional expression in spiritually enriched workplaces. These findings support a moderated-mediation model, offering nuanced insights into the psychological mechanism linking organizational context with individual well-being. Originality/value This study makes several contributions to organizational behaviour and healthcare management literature. Firstly, it positions WPS as a novel soft-TQM mechanism that enhances employee outcomes in highly-stressed service settings. Secondly, it identifies genuine acting as a previously unexplored mediating mechanism in the WPS and EMWB link. Finally, it highlights emotional intelligence as a critical personal resource that shapes how employees translate spiritual work-culture into authentic expressions and well-being.