The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani

Othman, Abdul Kadir and Sulaiman, Mohamed and Al-Kahtani, Ali (2011) The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani. Social and Management Research Journal (SMRJ), 8 (2). pp. 99-122. ISSN 1675-7017

Abstract

Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of
customization; while others focus on service standardization. In offering customized services, service providers need to use higher levels of discretion and judgment compared to those offering standardized services.
Therefore, this study investigates the moderating effect of service types on the relationship between EI factors (self-emotion appraisal, others emotion appraisal, regulation of emotion and use ofemotion) and service providers' organization role effectiveness. Analysis of J67 responses
revealed that there is a significant relationship between self emotional appraisal (SEA) and organization role for moderator-based subgroups. The implication of which is that EI is actively implemented by service providers in mass service to engage in effective organization role.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Othman, Abdul Kadir
abdkadir@salam.uitm.edu.my
Sulaiman, Mohamed
UNSPECIFIED
Al-Kahtani, Ali
UNSPECIFIED
Subjects: B Philosophy. Psychology. Religion > BF Psychology > Affection. Feeling. Emotion > Emotional intelligence. Emotional intelligence testing
Divisions: Universiti Teknologi MARA, Shah Alam > Research Management Centre (RMC)
Journal or Publication Title: Social and Management Research Journal (SMRJ)
UiTM Journal Collections: UiTM Journal > Social and Management Research Journal (SMRJ)
ISSN: 1675-7017
Volume: 8
Number: 2
Page Range: pp. 99-122
Keywords: Emotional Intelligence; Organization Role; Service Types; Professional Service; Service Shop; Mass Service
Date: 2011
URI: https://ir.uitm.edu.my/id/eprint/13094
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13094

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