Staff View: The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.

The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.

Service organizations rely heavily on humans to deliver the service. The only difference is the level of dependency on the human aspect for different types of service. Professional service depends mostly on humans to deliver the service but mass service is the least dependent on human element when d...

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Main Authors:	Othman, Abdul Kadir, Syed Muhsin, Syarifah Farrah Hanim
Format:	Article
Language:	English
Published:	Universiti Teknologi Mara Selangor 2020
Subjects:	HD Industries. Land use. Labor Special industries and trades
Online Access:	http://ir.uitm.edu.my/id/eprint/33014/1/33014.pdf http://ir.uitm.edu.my/id/eprint/33014/
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id	my.uitm.ir.33014
record_format	eprints
spelling	my.uitm.ir.330142020-08-05T09:17:33Z http://ir.uitm.edu.my/id/eprint/33014/ The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin. Othman, Abdul Kadir Syed Muhsin, Syarifah Farrah Hanim HD Industries. Land use. Labor Special industries and trades Service organizations rely heavily on humans to deliver the service. The only difference is the level of dependency on the human aspect for different types of service. Professional service depends mostly on humans to deliver the service but mass service is the least dependent on human element when delivering the service. Therefore, investigating the role of emotional intelligence in influencing employee performance by looking at different types of service is crucial because it has been widely accepted that emotional intelligence is the panacea to poor employee performance. This study involved employees from three different types of service organizations; higher learning institutions, insurance agencies and banks. A series of moderated multiple regression analyses were performed to analyze the research data and the results indicate the significant relationship between use of emotion and job, the relationship between use of emotion and career role, and the relationship between use of emotion and team role. Regarding the moderating role of service types, the study found that professional service moderates the relationship between self-emotion appraisal and job role, the relationship between others emotion appraisal and job role, the relationship between regulation of emotion and organization role, the relationship between use of emotion and career role, and the relationship between use of emotion and innovator role. Service shop, on the other hand, moderates the relationship between self-emotion appraisal and job role, and the relationship between use of emotion and team role. The implications of the study are discussed in the paper. Universiti Teknologi Mara Selangor 2020-06 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/33014/1/33014.pdf Othman, Abdul Kadir and Syed Muhsin, Syarifah Farrah Hanim (2020) The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin. Advances in Business Research International Journal, 6 (1). pp. 1-18. ISSN 2462-1838
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	HD Industries. Land use. Labor Special industries and trades
spellingShingle	HD Industries. Land use. Labor Special industries and trades Othman, Abdul Kadir Syed Muhsin, Syarifah Farrah Hanim The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
description	Service organizations rely heavily on humans to deliver the service. The only difference is the level of dependency on the human aspect for different types of service. Professional service depends mostly on humans to deliver the service but mass service is the least dependent on human element when delivering the service. Therefore, investigating the role of emotional intelligence in influencing employee performance by looking at different types of service is crucial because it has been widely accepted that emotional intelligence is the panacea to poor employee performance. This study involved employees from three different types of service organizations; higher learning institutions, insurance agencies and banks. A series of moderated multiple regression analyses were performed to analyze the research data and the results indicate the significant relationship between use of emotion and job, the relationship between use of emotion and career role, and the relationship between use of emotion and team role. Regarding the moderating role of service types, the study found that professional service moderates the relationship between self-emotion appraisal and job role, the relationship between others emotion appraisal and job role, the relationship between regulation of emotion and organization role, the relationship between use of emotion and career role, and the relationship between use of emotion and innovator role. Service shop, on the other hand, moderates the relationship between self-emotion appraisal and job role, and the relationship between use of emotion and team role. The implications of the study are discussed in the paper.
format	Article
author	Othman, Abdul Kadir Syed Muhsin, Syarifah Farrah Hanim
author_facet	Othman, Abdul Kadir Syed Muhsin, Syarifah Farrah Hanim
author_sort	Othman, Abdul Kadir
title	The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
title_short	The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
title_full	The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
title_fullStr	The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
title_full_unstemmed	The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.
title_sort	influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / abdul kadir othman and syarifah farrah hanim syed muhsin.
publisher	Universiti Teknologi Mara Selangor
publishDate	2020
url	http://ir.uitm.edu.my/id/eprint/33014/1/33014.pdf http://ir.uitm.edu.my/id/eprint/33014/
_version_	1685651001767362560
score	13.211869

The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.

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