Keywords
How to Cite
Abstract
Career in service industry is emotional labor intensive, which turns performance of the employees into undesired status who are not emotionally intelligent. To put light on this issue the present study scrutinizes the significant contributor from four dimensions of emotional intelligence to three dimensions of job performance individually as well jointly. Data gathered from 292 bankers through instrument adopted from literature, regression results revealed that self emotional appraisal, others emotional appraisal, regulation of emotions and use of emotions significantly contribute task performance, counterproductive work behaviors and organizational citizenship behaviors individually as well as jointly. The use of emotions remained significant when included with other dimensions of emotional intelligence in the hierarchical regressions model after controlling for age and gender, whereas regulation of emotions lost its significance. In organizational citizenship behaviors maximum variation was observed due to emotional intelligence’s dimensions as compare to the other dimensions of job performance. Banks’ management could use these findings for recruitment, training and promotions of employees. Limitations and future suggestions are presented in later part.
References
Goleman D. Emotional intelligence: Why it can matter more than IQ. New York: Bantam Books 1995.
Law KS, Wong C-S, Song LJ. The construct and criterion validity of emotional intelligence and its potential utility for management studies. J Appl Psychol 2004; 89(3): 483-96. http://dx.doi.org/10.1037/0021-9010.89.3.483
Carmeli A. The relationship between emotional intelligence and work attitudes, behavior and outcomes: An examination among senior managers. Journal of Managerial Psych 2003; 18(8): 788-813. http://dx.doi.org/10.1108/02683940310511881
Carmeli A, Josman ZE. The relationship among emotional intelligence, task performance, and organizational citizenship behaviors. Hum Perform 2006; 19(4): 403-19. http://dx.doi.org/10.1207/s15327043hup1904_5
George JM. Emotions and leadership: The role of emotional intelligence. Human Relations 2000; 53(8): 1027-55. http://dx.doi.org/10.1177/0018726700538001
L. Melita Prati, Ceasar Douglas, Gerald R. Ferris, Anthony P. Ammeter, M. Ronald Buckley. Emotional intelligence, leadership effectiveness, and team outcomes. The Int J of Org Analysis 2003; 11(1): 21-40. http://dx.doi.org/10.1108/eb028961
Lopes PN, Grewal D, Kadis J, Gall M, Salovey P. Evidence that emotional intelligence is related to job performance and affect and attitudes at work. Psicothema 2006; 18(1): 132-8.
Wong C-S, Law KS. The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. Leadersh Q 2002; 13(3): 243-74. http://dxdoi.org/10.1016/S1048-9843(02)00099-1
Van Rooy DL, Viswesvaran C. Emotional intelligence: A meta-analytic investigation of predictive validity and nomological net. J Vocat Behav 2004; 65(1): 71-95. http://dx.doi.org/10.1016/S0001-8791(03)00076-9
Gooty J, Gavin MB, Ashkanasy NM, Thomas JS. The wisdom of letting go and performance: The moderating role of emotional intelligence and discrete emotions. J Occup Organ Psychol 2014; 87(2): 392-413. http://dx.doi.org/10.1111/joop.12053
Greenidge D, Devonish D, Alleyne P. The relationship between ability-based emotional intelligence and contextual performance and counterproductive work behaviors: A test of the mediating effects of job satisfaction. Hum Perform 2014; 27(3): 225-42. http://dx.doi.org/10.1080/08959285.2014.913591
Juravich M, Babiak K. Examining positive affect and job performance in sport organizations: A conceptual model using an emotional intelligence lens. J Appl Sport Psychol 2015; 0(0): 1-15. http://dx.doi.org/10.1080/10413200.2015.1048382
Kluemper DH, DeGroot T, Choi S. Emotion management ability predicting task performance, citizenship, and deviance. J Manage 2013; 39(4): 878-905. http://dx.doi.org/10.1177/0149206311407326
Chughtai MW, Lateef K. Role of emotional intelligence on employees’ performance in customer services: A case study of telecom sector of Pakistan. IJARCSMS 2015; 3(2): 101-8.
Mishra PS, Mohapatra AD. Relevance of emotional intelligence for effective job performance: An empirical study. Vikalpa 2010; 35(1): 53-61.
Joseph DL, Newman DA. Emotional intelligence: an integrative meta-analysis and cascading model. J Appl Psychol 2010; 95(1): 54-78. http:/dx.doi.org/10.1037/a0017286
Johnson EC. A multi-level investigation of overall job performance ratings [Internet
Viswesvaran C, Ones DS. Perspectives on models of job performance. Int J Select Assess 2000; 8(4): 216-26. http://dx.doi.org/10.1111/1468-2389.00151
Mount M, Ilies R, Johnson E. Relationship of personality traits and counterproductive work behaviors: The mediating effects of job satisfaction. Pers Psychol 2006; 59(3): 591-622. http://dx.doi.org/10.1111/j.1744-6570.2006.00048.x
Salovey P, Mayer JD. "Emotional intelligence." Imagin Cogn Pers 1990; 9(3): 185-211. http://dx.doi.org/10.2190/DUGG-P24E-52WK-6CDG
Mayer JD, Salovey P. Emotional development and emotional intelligence: Educational implications Archives [Internet
Conte JM. A review and critique of emotional intelligence measures. J Organiz Behav 2005; 26(4): 433-40. http://dx.doi.org/10.1002/job.319
Murphy KR. Four conclusions about emotional intelligence. Lawrence Erlbaum Associates Publishers 2006.
Elfenbein HA. Emotion in organizations: A review in stages. Acad Manag Ann 2007; 1(1): 315-86. http://dx.doi.org/10.1080/078559812
Locke EA. Why emotional intelligence is an invalid concept. J Organiz Behav 2005; 26: 425-31. http://dx.doi.org/10.1002/job.318
Zeidner M, Matthews G, Roberts RD. Emotional intelligence in the workplace: A critical review. Appl Psychol 2004; 53(3): 371-99. http://dx.doi.org/10.1111/j.1464-0597.2004.00176.x
Meade AW, Johnson EC. A multi-level investigation of overall job performance ratings. Paper presented at the 25th Annual Meeting of the Society for Industrial and Organizational Psychology, Atlanta, GA 2010.
Daus CS, Ashkanasy NM. Will the real emotional intelligence please stand up? On deconstructing the emotional intelligence “debate.” Ind Organ Psychologist 2003; 41(2): 69-72.
Rotundo M, Sackett PR. The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance: A policy-capturing approach. J App Psychol 2002; 87(1): 66-80. http://dx.doi.org/10.1037/0021-9010.87.1.66
Joseph DL, Jin J, Newman DA, O’Boyle EH. Why does self-reported emotional intelligence predict job performance? A meta-analytic investigation of mixed EI. J App Psychol 2015; 100(2): 298-342. http://dx.doi.org/10.1037/a0037681
O’Boyle EH, Humphrey RH, Pollack JM, Hawver TH, Story PA. The relation between emotional intelligence and job performance: A meta-analysis. J Organiz Behav 2011; 32(5): 788-818. http://dx.doi.org/10.1002/job.714
Mulki JP, Jaramillo F, Goad EA, Pesquera MR. Regulation of emotions, interpersonal conflict, and job performance for salespeople. J Bus Res 2015; 68(3): 623-30. http://dx.doi.org//10.1016/j.jbusres.2014.08.009
Hochschild AR. The managed heart: Commercialization of human feeling. Third Edition, Updated with a New Preface edition. Berkeley: University of California Press 2012.
Grandey AA. Emotion regulation in the workplace: a new way to conceptualize emotional labor. J Occup Health Psychol 2000; 5(1): 95-110. http://dx.doi.org/10.1037/1076-8998.5.1.95
Ekman P, Friesen WV, O’Sullivan M, Chan A, Diacoyanni-Tarlatzis I, Heider K, et al. Universals and cultural differences in the judgments of facial expressions of emotion. J Pers Soc Psychol 1987; 53(4): 712-7. http://dx.doi.org/10.1037/00223514.53.4.712
Economic Survey of Pakistan, Ministry of Finance, Government of Pakistan 2014-15.
Khattak JK, Khan MA, Haq AU, Arif M, Minhas AA. Occupational stress and burnout in Pakistan’s banking sector. Afr J Bus Manage 2011; 5(3): 810-17.
Rahim SH. Emotional intelligence and stress: An analytical study of Pakistan banks. International Journal of Trade, Economics and Finance 2010; 1(2): 194-99.
Mustafa L, Amjad S. Emotional intelligence determining work attitudes and outcomes of university teachers: Evidence from Pakistan. IJCR 2011; 2(10): 240-8.
Williams LJ, Anderson SE. Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. J Manag 1991; 17(3): 601-17. http://dx.doi.org/10.1177/014920639101700305
Dalal RS, Lam H, Weiss HM, Welch ER, Hulin CL. A within-person approach to work behavior and performance: Concurrent and lagged citizenship-counterproductivity associations, and dynamic relationships with affect and overall job performance. Acad Manag J 2009; 52(5): 1051-66. http://dx.doi.org/10.5465/AMJ.2009.44636148
Verbeke W, Dietz B, Verwaal E. Drivers of sales performance: A contemporary meta-analysis. Have salespeople become knowledge brokers? J of the Acad Mark Sci 2010; 39(3): 407-28.
Mulla ZR. Do Emotionally Intelligent People do Well in all Jobs? Exploring the Moderating Role of Inter-Personal Interaction. Vision: J Bus Perspect 2010; 14(4): 247-54. http://dx.doi.org/10.1177/097226291001400401
Agrawal K. Emotional intelligence and organizational politics-an overview. International Journal of Business Management & Research 2013; 3(3): 101-10.
Cherniss C. Emotional intelligence: toward clarification of a concept. Ind Organ Psychol 2010; 3(2): 110-26. http://dx.doi.org/10.1111/j.1754-9434.2010.01231.x
Murphy KR. A Critique of Emotional Intelligence: What are the problems and how can they be fixed? Pers Psychol 2007; 60(1): 235-8.
Chen HG, Liu JY, Sheu TS, Yang MH. The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality 2012; 22(4): 399-421. http://dx.doi.org/10.1108/09604521211253496
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Copyright (c) 2015 Jamil Ahmad , Maryam Saeed Hashmi