Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel
Author(s)
Prentice, C
King, BEM
Griffith University Author(s)
Year published
2012
Metadata
Show full item recordAbstract
Following a mediation theory between basic personality trait and performance evaluation, the present research argues trait emotional intelligence (EI) as a personality trait, and examines evidence for the existence of a hierarchical model between trait EI and service performance. A survey was administered to personnel within a large service organization in the Asia-Pacific region. A hierarchical regression analysis on the 152 valid responses confirmed the validity of the proposed hierarchical relationship leading to conclusions about the applicability of the findings in service settings. The study findings provide insights ...
View more >Following a mediation theory between basic personality trait and performance evaluation, the present research argues trait emotional intelligence (EI) as a personality trait, and examines evidence for the existence of a hierarchical model between trait EI and service performance. A survey was administered to personnel within a large service organization in the Asia-Pacific region. A hierarchical regression analysis on the 152 valid responses confirmed the validity of the proposed hierarchical relationship leading to conclusions about the applicability of the findings in service settings. The study findings provide insights into EI research from the construct operationalization perspective, extending into the broader theoretical context.
View less >
View more >Following a mediation theory between basic personality trait and performance evaluation, the present research argues trait emotional intelligence (EI) as a personality trait, and examines evidence for the existence of a hierarchical model between trait EI and service performance. A survey was administered to personnel within a large service organization in the Asia-Pacific region. A hierarchical regression analysis on the 152 valid responses confirmed the validity of the proposed hierarchical relationship leading to conclusions about the applicability of the findings in service settings. The study findings provide insights into EI research from the construct operationalization perspective, extending into the broader theoretical context.
View less >
Journal Title
Services Marketing Quarterly
Volume
33
Issue
1
Subject
Commercial services
Marketing
Marketing not elsewhere classified