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  • Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel

    Author(s)
    Prentice, C
    King, BEM
    Griffith University Author(s)
    Prentice, Catherine
    Year published
    2012
    Metadata
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    Abstract
    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 ...
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    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.
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    Journal Title
    Services Marketing Quarterly
    Volume
    33
    Issue
    1
    DOI
    https://doi.org/10.1080/15332969.2012.633426
    Subject
    Commercial services
    Marketing
    Marketing not elsewhere classified
    Publication URI
    http://hdl.handle.net/10072/172488
    Collection
    • Journal articles

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