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

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  • Sony, Michael
  • Mekoth, Nandakumar

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.

Suggested Citation

  • Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
    • Handle: RePEc:eee:joreco:v:30:y:2016:i:c:p:20-32
    DOI: 10.1016/j.jretconser.2015.12.003
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    References listed on IDEAS

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    1. Jens Matthias Arnold & Beata Javorcik & Molly Lipscomb & Aaditya Mattoo, 2016. "Services Reform and Manufacturing Performance: Evidence from India," Economic Journal, Royal Economic Society, vol. 126(590), pages 1-39, February.
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    4. Michael Sony & Nandakumar Mekoth, 2012. "A typology for frontline employee adaptability to gain insights in service customisation: a viewpoint," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 12(4), pages 490-508.
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