Examining the Effects of Gender and Work Experience on the Relationship Between Social Intelligence, Job Satisfaction, and Service Employee Engagement

Fakher Moncef Jaoua, Elsayed Sobhy Ahmed Mohamed, Abdullah Abdulaziz Alhumud and Yasser A. El-Kassrawy
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Fakher Moncef Jaoua: College of Business, Imam Mohammad Ibn Saud Islamic University, Saudi Arabia & University of Sfax, Tunisia
Elsayed Sobhy Ahmed Mohamed: Imam Mohammad Ibn Saud Islamic University, Saudi Arabia & Faculty of Commerce, Tanta University, Egypt
Abdullah Abdulaziz Alhumud: College of Business, Imam Mohammad Ibn Saud Islamic University, Saudi Arabia
Yasser A. El-Kassrawy: Imam Mohammad Ibn Saud Islamic University, Saudi Arabia & Faculty of Commerce, Tanta University, Egypt

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2024, vol. 15, issue 1, 1-23

Abstract: Social intelligence is one of the newest concepts to come up with in management literature. This study provides a thorough framework for examining the mediation role of service employee engagement (SEE) in the relationship between job satisfaction and social intelligence (SI). Accordingly, in this framework, it has used social intelligence as a multifaceted construct within the setting of Saudi society and its hotels. A survey questionnaire was distributed to 485 hotel employees in the KSA via the drop and collect method. Our research findings utilizing Structural Equation Modeling demonstrated that SI is a multidimensional construct. Additionally, the results confirmed that SEE plays a full mediating role between SI and JS. The findings highlight the significance role of the gender and work experience in Saudi society. It was obvious that women in the hotel industry with high SI tend to experience greater JS contributing to increased employment rates for women in KSA.

Date: 2024
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