scholarly journals The Influence of Emotional Intelligence on Job Performance of Frontline Service Employees: The Moderating Role of Service Types

2020 ◽  
Vol 6 (1) ◽  
pp. 70 ◽  
Author(s):  
Abdul Kadir Othman ◽  
Syarifah Farrah Hanim Syed Muhsin
Keyword(s):  
Emotional Intelligence ◽  
Employee Performance ◽  
Service Organizations ◽  
Professional Service ◽  
Service Employees ◽  
Different Types ◽  
Job Role ◽  
The Relationship ◽  
Moderating Role

Service organizations rely heavily on humans to deliver the service. The only difference is the level of dependency on the human aspect for different types of service. Professional service depends mostly on humans to deliver the service but mass service is the least dependent on human element when delivering the service. Therefore, investigating the role of emotional intelligence in influencing employee performance by looking at different types of service is crucial because it has been widely accepted that emotional intelligence is the panacea to poor employee performance. This study involved employees from three different types of service organizations; higher learning institutions, insurance agencies and banks. A series of moderated multiple regression analyses were performed to analyze the research data and the results indicate the significant relationship between use of emotion and job, the relationship between use of emotion and career role, and the relationship between use of emotion and team role. Regarding the moderating role of service types, the study found that professional service moderates the relationship between self-emotion appraisal and job role, the relationship between others emotion appraisal and job role, the relationship between regulation of emotion and organization role, the relationship between use of emotion and career role, and the relationship between use of emotion and innovator role. Service shop, on the other hand, moderates the relationship between self-emotion appraisal and job role, and the relationship between use of emotion and team role. The implications of the study are discussed in the paper.

scholarly journals Emotional Intelligence (EI) Impact on Organizational Learning Capacity (OLC): A Case of Moderating Role of Individual Innovation and Education Sector of Pakistan

2019 ◽  
Vol IV (I) ◽  
pp. 255-263
Author(s):  
Saqib Anwar Siddiqui ◽  
Muhammad Zia -ur-Rehman
Keyword(s):  
Higher Education ◽  
Human Capital ◽  
Emotional Intelligence ◽  
Organizational Learning ◽  
Significant Contribution ◽  
Learning Capacity ◽  
Organizational Learning Capacity ◽  
The Relationship ◽  
Moderating Role

The study was based on the investigation and validation of the association between the most emerging traits of human capital in the organizations i.e. Emotional Intelligence (EI) and Organizational Learning Capacity (OLC) and further testing the moderating role of Individual Innovation among the faculty and staff of Higher Education Institutions (HEI’s) in Pakistan. The results show that EI has a significant contribution towards the OLC and when measured together with the trait of Individual Innovation the results significantly improved which suggest that individual innovation positively and significantly affect the relationship between EI and OLC. The study has implication for policymakers for the enhancement of EI traits in their employees and also for the individuals to focus and improve the value of EI in their personality to gain the benefits of their innovation and organizational learning capacity.

The Contingent Value of Political Connections on Donations to Chinese Foundations: Exploring the Moderating Role of Transparency

2020 ◽  
Vol 53 (1) ◽  
pp. 36-63
Author(s):  
Yuan Cheng ◽  
Zhongsheng Wu
Keyword(s):  
Multilevel Analysis ◽  
Theoretical Framework ◽  
Political Connections ◽  
Different Types ◽  
The Relationship ◽  
Moderating Role

Existing studies assume that the value of political connections is homogeneous to different types of nonprofits and seldom consider their interplay with other accountability mechanisms. Based on a multilevel analysis of 2,085 foundations in China, this study builds and tests a theoretical framework of the contingent value of political connections to nonprofits, treating transparency as a moderator for the relationship between political connections and donations. Our findings suggest that while transparency is positively associated with the amount of donations obtained by foundations, political connections can help foundations obtain more donations only when their transparency score is higher than a certain threshold.

How can NGOs prevent volunteers from quitting? The moderating role of the NGO type

2019 ◽  
Vol 58 (2) ◽  
pp. 201-220 ◽  
Author(s):  
Jose Miguel Lorente-Ayala ◽  
Natalia Vila-Lopez ◽  
Ines Kuster-Boluda
Keyword(s):  
Self Determination Theory ◽  
Content Type ◽  
Different Types ◽  
Modelling Methodology ◽  
The One ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role ◽  
Practical Implications

Purpose The rise of non-governmental organisations (NGOs) during the last decades has made the volunteer a key element. Motivation and satisfaction have been indicated as predictive indices of their retention. The purpose of this paper is twofold. On the one hand, it seeks to better understand the motivations of the volunteers, addressing the effects of such motivations. On the other hand, it analyses whether the intensity of such antecedents and effects differs depending on the type of NGO with which they work: generalist vs specialist. Design/methodology/approach A study with 847 volunteers from different types of NGOs was done using structural modelling methodology and multi-sample analysis. Findings The type of NGO moderates the relationship between the satisfaction of the volunteer and the intention to recommend. Practical implications Given that in specialist NGOs the impact of satisfaction on the intention to recommend is significantly stronger than in generalist NGOs, making sure that volunteers are satisfied becomes a priority in this type of NGO. In this regard, satisfaction studies among volunteers could be conducted periodically to detect crisis situations and implement improvement actions to recover satisfaction in the occupied position. Originality/value First, to date, the motivations of the volunteer have been investigated from different disciplines, the self-determination theory (SDT) being an important motivational theory widely used in areas such as social, education and sports psychology. However, there is little research from a marketing approach to understand the background of the motivations of volunteers under this conceptual framework provided by the SDT. Second, there is also a scarcity of literature linking the motivations of a volunteer with the emotions they may feel, ultimately achieving consolidated lasting links with the NGO in which they are integrated. Third, most research on volunteering to date has focused on differentiating volunteers from non-volunteers and understanding the reasons for volunteering. However, the presence of studies on the differences in the motivation of the same according to the type of NGO with which they collaborate has been scarce.

Incremental Prediction and Moderating Role of the Perceived Emotional Intelligence over Aggressive Behavior

2014 ◽  
Vol 17 ◽  
Author(s):  
María Angeles Peláez-Fernández ◽  
Natalio Extremera ◽  
Pablo Fernández-Berrocal
Keyword(s):  
Emotional Intelligence ◽  
Young Adults ◽  
Aggressive Behavior ◽  
Big Five ◽  
Verbal Aggression ◽  
Openness To Experience ◽  
Perceived Emotional Intelligence ◽  
The Relationship ◽  
Moderating Role

AbstractThe aim of this research was to explore the influence of Perceived Emotional Intelligence (PEI) on aggression dimensions (Physical Aggression, Verbal Aggression, Hostility, and Anger) above and beyond the effects of gender, age, and personality traits (Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness to Experience), as well as the moderating role of PEI on the relationship between personality and aggressive behavior, among young adults. The Trait Meta-Mood Scale, the Big-Five Inventory, and the Aggression Questionnaire were administered to a 313 Spanish community sample, comprised of both males (39.0%) and females (61.0%), ranging from 14 to 69 years old (X = 24.74; SD = 9.27). Controlling the effects of age, gender, and personality, PEI dimensions (Attention, Clarity and Repair) accounted for 3% of the variance (p < .05) in Verbal Aggression and Hostility. Interaction analysis showed that all PEI subscales moderated the relationship between four out of the Big-Five personality dimensions (Extraversion, Agreeableness, Neuroticism, and Openness to Experience) and the aggression dimensions. Particularly, the interaction between Attention and Extraversion and between Clarity and Neuroticism were significant predictors of Total Aggression (b = .67, t(313) = 2.35, p < .05; b = –.71, t(313) = –2.50, p < .05). The results show evidence of the predictive and incremental validity of PEI dimensions on aggressive behavior among young adults and of the moderating role of PEI on the personality-aggression relationship.

Personality and Psychological Well-Being of Adolescents: The Moderating Role of Emotional Intelligence

2011 ◽  
Vol 39 (6) ◽  
pp. 785-794 ◽  
Author(s):  
Samuel O. Salami
Keyword(s):  
Emotional Intelligence ◽  
Well Being ◽  
Future Research ◽  
Personality Factors ◽  
Big Five Personality ◽  
Southwestern Nigeria ◽  
Psychological Well Being ◽  
The Relationship ◽  
Moderating Role

The purpose in this study was to examine the relationship between the Big Five personality factors and psychological well-being of adolescents and the moderating role of emotional intelligence in that relationship. Adolescents (N = 400) randomly selected from secondary schools in southwestern Nigeria completed the NEO Five-Factor Inventory (Costa & McCrae, 1992), and emotional intelligence (Law, Wong, & Song, 2004), and psychological well-being (Ruff & Keyes, 1995) scales. It was found that personality factors and emotional intelligence had significant correlations with psychological well-being. Emotional intelligence moderated the relationship between neuroticism, extraversion, and psychological well-being. Implications for counseling adolescents and directions for future research are suggested.

Customer incivility, rapport and tipping: the moderating role of agreeableness

2020 ◽  
Vol 34 (7) ◽  
pp. 955-966
Author(s):  
Hana Medler-Liraz
Keyword(s):  
Service Organizations ◽  
Conservation Of Resources ◽  
Negative Consequences ◽  
Negative Effects ◽  
Content Type ◽  
Personal Resource ◽  
Scant Attention ◽  
The Relationship ◽  
Moderating Role

Purpose Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility. Design/methodology/approach A total of 502 Israeli restaurant servers took part in this study. Findings Agreeableness significantly moderated the relationship between customer incivility and rapport: agreeable hospitality employees who served customers manifesting low/medium incivility reported better rapport than disagreeable hospitality employees. However, this effect was not significant for high incivility. Further, agreeable hospitality employees who served customers with low/medium incivility reported higher tips than disagreeable hospitality employees. Surprisingly, the findings also suggested that when employees served customers exhibiting high incivility, the tips were lower for servers high on agreeableness than for servers low on agreeableness. Originality/value This study broadens the frontiers of research on customer incivility and provides insights into the critical financial and emotional costs hospitality employees and service organizations incur when encountering incivility. The findings also contribute to the scant research on the potential moderators that may enable employees to handle customer interactions more constructively in the case of incivility within the hospitality industry. Agreeableness appeared to alleviate the negative effects of customer incivility on rapport and tipping but only seemed to be an effective resource up to a certain level of customer incivility.

scholarly journals Social capital and SME performance: the moderating role of emotional intelligence

2019 ◽  
Vol 12 (1) ◽  
pp. 79-99 ◽  
Author(s):  
Rosemond Boohene ◽  
Regina Appiah Gyimah ◽  
Martin Boakye Osei
Keyword(s):  
Social Capital ◽  
Emotional Intelligence ◽  
Significant Relationship ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

Purpose Lack of extant studies on the moderating role of emotional intelligence on the relationship between social capital and firm performance necessitated this study. The purpose of this paper is to examine the extent to which emotional intelligence moderates the relationship between social capital and small and medium-scaled enterprises’ (SMEs’) performance. Design/methodology/approach A total of 1,532 SMEs were selected through simple random sampling technique from a population of 5,009 SMEs. Structural equation modelling using AMOS was used to analyse the relationship between the variables. Findings The results revealed that social capital has a positive and significant relationship with emotional intelligence. Moreover, the study also showed that emotional intelligence has a positive and significant relationship with SME performance. Finally, the study found that emotional intelligence enhances the relationship between social capital and SME performance. Practical implications SME owner/managers are advised to enact policies that encourage the establishment of meaningful social networks and also help employees understand their emotions while creating social capital as both would help improve the performance of their firms. Originality/value This paper breaks new ground by identifying emotional intelligence as an enabler of SMEs performance where there is adequate social capital.

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