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

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...

Full description

Bibliographic Details
Main Authors:	Othman, Abdul Kadir, Sulaiman, Mohamed, Al-Kahtani, Ali
Format:	Article
Language:	English
Published:	Research Management Institute (RMI) 2011
Subjects:	Emotional intelligence. Emotional intelligence testing
Online Access:	http://ir.uitm.edu.my/id/eprint/13094/ http://ir.uitm.edu.my/id/eprint/13094/1/AJ_ABDUL%20KADIR%20OTHMAN%20SMRJ%2011%201.pdf

id	uitm-13094
recordtype	eprints
spelling	uitm-130942016-06-30T06:05:18Z http://ir.uitm.edu.my/id/eprint/13094/ 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 Sulaiman, Mohamed Al-Kahtani, Ali Emotional intelligence. Emotional intelligence testing 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. Research Management Institute (RMI) 2011 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13094/1/AJ_ABDUL%20KADIR%20OTHMAN%20SMRJ%2011%201.pdf 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, 8 (2). pp. 99-122. ISSN 1675-7017
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Emotional intelligence. Emotional intelligence testing
spellingShingle	Emotional intelligence. Emotional intelligence testing Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
description	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.
format	Article
author	Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali
author_facet	Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali
author_sort	Othman, Abdul Kadir
title	The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
title_short	The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
title_full	The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
title_fullStr	The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
title_full_unstemmed	The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
title_sort	moderating effect of service types on the relationship between emotional intelligence and organization role / abdul kadir othman, mohamed sulaiman and ali al-kahtani
publisher	Research Management Institute (RMI)
publishDate	2011
url	http://ir.uitm.edu.my/id/eprint/13094/ http://ir.uitm.edu.my/id/eprint/13094/1/AJ_ABDUL%20KADIR%20OTHMAN%20SMRJ%2011%201.pdf
first_indexed	2023-09-18T22:49:51Z
last_indexed	2023-09-18T22:49:51Z
_version_	1777417470931369984

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

Similar Items