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Emotional intelligence and work effectiveness in service organizations: The preliminary findings

Othman, Abdul Kadir (2008) Emotional intelligence and work effectiveness in service organizations: The preliminary findings. In: The 4th National Human Resource Management Conference 2008, 17-19 August 2008 , Tiara Beach Resort, Port Dickson. (Unpublished)

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The abilities to manage one’s emotion and others are crucial in service management. There is where emotional intelligence (EI) comes into play to influence service performance. Previously, EI has been fairly and generally established to influence work performance in service organizations (Kernbach & Schutte,2005; Sojka & Deeter-Schmeiz, 2002). But services, much like manufacturing, display variation in the dependence on human mediation (Lovelock, 1992). Using Silvestro, Fitzgerald, Johnson and Voss’s (1992) service positioning matrix, three types of service emerge and each of them requires different level of interaction and judgment during service encounter. Therefore, this paper is to investigate the level of EI applicable to each service and to examine the relationship between EI and work performance. Based on the limited sample (60 respondents), it was found that the EI abilities particularly Self-Emotion Appraisal and Others’ Emotion Appraisal were significantly correlated with job role. Others’ Emotion Appraisal was significantly correlated with overall performance, job, team and organization roles in professional service.Besides, Others’ Emotion Appraisal was significantly correlated with innovator role in mass service.However, Understanding of Emotion was negatively correlated with innovator and team role in mass service. Moreover, in professional service, most of EI dimensions are positively related to work performance dimensions, whereas EI in service shop and mass service are negatively related to work performance dimensions indicating that EI is important in professional service to achieve high work effectiveness.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Jointly organized by the Malaysian Institute of Human Resource Management, Universiti Utara Malaysia and the Negeri Sembilan State Government.
Uncontrolled Keywords: Emotional Intelligence, Work Effectiveness, Service Typology
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 27 Feb 2011 03:13
Last Modified: 26 Apr 2016 06:53

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