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

Michael Sony and Nandakumar Mekoth

Journal of Retailing and Consumer Services, 2016, vol. 30, issue C, 20-32

Abstract: 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.

Keywords: Emotional intelligence; FLE adaptability; Job satisfaction; Job performance; HRM; Structural equation modeling; CRM (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (25)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:30:y:2016:i:c:p:20-32

DOI: 10.1016/j.jretconser.2015.12.003

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