The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance

被引：77

作者：

Sony, Michael ^{[1
]}

Mekoth, Nandakumar ^{[2
]}

机构：

[1] Govt Goa, Dept Elect, Sankhli 403404, Goa, India

[2] Goa Univ, Fac Management Studies, Taleigao Plateau 403205, India

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2016年 / 30卷

关键词：

Emotional intelligence; FLE adaptability; Job satisfaction; Job performance; HRM; Structural equation modeling; CRM; ADAPTIVE PERFORMANCE; CUSTOMER ORIENTATION; TURNOVER INTENTIONS; SUPERVISOR SUPPORT; DOMINANT LOGIC; MANAGEMENT; WORKPLACE; POWER; VALIDATION; EXHAUSTION;

D O I：

10.1016/j.jretconser.2015.12.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Adaptable FLE's are an asset for the organization and customer alike as they are an indispensable part of service experience. They are subjected to pressures which are not found on any other positions in the organizations and displaying organizationally desired emotions play an important part in a service encounter. Therefore, the present research examines the relationship between emotional intelligence, frontline employee adaptability and job outcomes (Job Satisfaction and Job Performance). 517 FLE's working in Power utility in India participated through a cross sectional study. The research found a positive relationship between emotional intelligence and frontline employee adaptability. Specifically, all the dimensions of emotional intelligence positively impacted FLE adaptability. In addition, FLE adaptability is found to positively impact Job outcomes. The results and implications are discussed. (C) 2015 Elsevier Ltd. All rights reserved.

引用

页码：20 / 32

页数：13

共 50 条

[1] Relation of employee and manager emotional intelligence to job satisfaction and performance
Sy, Thomas
Tram, Susanna
O'Hara, Linda A.
[J]. JOURNAL OF VOCATIONAL BEHAVIOR, 2006, 68 (03) : 461 - 473
[2] Mediating effect of emotional intelligence on the relationship between employee job satisfaction and firm performance of small business
Deb, Santus Kumar
Nafi, Shohel Md.
Mallik, Nandita
Valeri, Marco
[J]. EUROPEAN BUSINESS REVIEW, 2023, 35 (05) : 624 - 651
[3] The impact of emotional intelligence on employee performance and employee mediating role of job satisfaction
Naz, Shumaila
Li, Cai
Khan, Hira Salah Ud Din
Rafiq, Muhammad
[J]. MIDDLE EAST JOURNAL OF MANAGEMENT, 2019, 6 (05) : 574 - 596
[4] Mediating Effects of Job Satisfaction in the Relationship Between Emotional Intelligence and Organisational Performance
Chin, T. S.
Yusof, R. Md
[J]. ADVANCED SCIENCE LETTERS, 2017, 23 (09) : 8871 - 8873
[5] Moderational relationship between emotional intelligence and job performance
Ensari, Nurcan
Smallidge, Tara
[J]. INTERNATIONAL JOURNAL OF PSYCHOLOGY, 2012, 47 : 496 - 496
[6] Examining the relationship between emotional intelligence and job performance
Stough, C
De Guara, D
[J]. AUSTRALIAN JOURNAL OF PSYCHOLOGY, 2003, 55 : 145 - 145
[7] The Moderating Effect of Cultural Intelligence on the Relationship Between Emotional Intelligence and Job Satisfaction
Bal, Yasemin
Kokalan, Oezguer
[J]. FRONTIERS IN PSYCHOLOGY, 2022, 13
[8] The impact of emotional intelligence and servant leadership on employee job satisfaction
Jha, Pallavi
Bhattacharya, Sanjay
[J]. INTERNATIONAL JOURNAL OF INNOVATION SCIENCE, 2021, 13 (02) : 205 - 217
[9] Emotional intelligence and leader member exchange The relationship with employee turnover intentions and job satisfaction
Jordan, Peter J.
Troth, Ashlea
[J]. LEADERSHIP & ORGANIZATION DEVELOPMENT JOURNAL, 2011, 32 (3-4) : 260 - 280
[10] The relationship between emotional intelligence and job satisfaction among nurses in Accra
Tagoe, Theophilus
Quarshie, Emmanuel Nii-Boye
[J]. NURSING OPEN, 2017, 4 (02): : 84 - 89

← 1 2 3 4 5 →