Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel

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Prentice, Catherine and King, Brian (2012) Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel. Services Marketing Quarterly, 33 (1). pp. 34-48. ISSN 1533-2969 (print) 1533-2977 (online)


Following a mediation theory between basic personality trait and performance evaluation, the present research argues trait emotional intelligence (EI) as a personality trait, and examines evidence for the existence of a hierarchical model between trait EI and service performance. A survey was administered to personnel within a large service organization in the Asia-Pacific region. A hierarchical regression analysis on the 152 valid responses confirmed the validity of the proposed hierarchical relationship leading to conclusions about the applicability of the findings in service settings. The study findings provide insights into EI research from the construct operationalization perspective, extending into the broader theoretical context.

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Item type Article
URI https://vuir.vu.edu.au/id/eprint/9379
DOI 10.1080/15332969.2012.633426
Official URL http://dx.doi.org/10.1080/15332969.2012.633426
Subjects Historical > FOR Classification > 1504 Services
Historical > FOR Classification > 1506 Tourism
Historical > Faculty/School/Research Centre/Department > School of International Business
Historical > SEO Classification > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
Keywords ResPubID24272, ResPubID25791, customer orientation, basic trait, frontline employees, service performance, emotional intelligence, surface trait
Citations in Scopus 9 - View on Scopus
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