IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v30y2016icp20-32.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698915301909
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2015.12.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    2. Michèle Paulin & R.J. Ferguson & Marielle Audrey Payaud, 2000. "Business effectiveness & professional service personnel : relational or transactional managers ?," Post-Print halshs-00650017, HAL.
    3. Joseph Henrich & Steve J. Heine & Ara Norenzayan, 2010. "The Weirdest People in the World?," RatSWD Working Papers 139, German Data Forum (RatSWD).
    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.
    5. Sony Michael & V. Mariappan, 2011. "Capacity management of an electricity service centre using simulation," International Journal of Industrial and Systems Engineering, Inderscience Enterprises Ltd, vol. 8(4), pages 472-491.
    6. Stephen Deery & Roderick Iverson & Janet Walsh, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
    7. Sony Michael & V. Mariappan, 2012. "Strategic role of capacity management in electricity service centre using Markovian and simulation approach," International Journal of Business and Systems Research, Inderscience Enterprises Ltd, vol. 6(1), pages 59-88.
    8. Audrey Charbonnier-Voirin & Patrice Roussel, 2012. "Adaptive Performance : a new scale to measure individual Performance in Organizations," Post-Print halshs-00738617, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Camelia-Mădălina Răducu & Elena Stănculescu, 2021. "Adaptability to Online Teaching during Covid-19 Pandemic: A Multiple Mediation Analysis Based on Kolb’s Theory," IJERPH, MDPI, vol. 18(15), pages 1-13, July.
    2. Tsai, Pei-Hsuan & Kao, Ya-Ling & Kuo, Szu-Yu, 2023. "Exploring the critical factors influencing the outlying island talent recruitment and selection evaluation model: Empirical evidence from Penghu, Taiwan," Evaluation and Program Planning, Elsevier, vol. 99(C).
    3. Meyer, Jan-Hinrich & González, Eva M. & Lopez-Lomelí, Miguel A., 2022. "Better support for supportive jobs. How to improve brand performance through better compensation and training for in-store merchandisers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Ying Kai Liao & Wann-Yih Wu & Tuan Cong Dao & Thi-Minh Ngoc Luu, 2021. "The Influence of Emotional Intelligence and Cultural Adaptability on Cross-Cultural Adjustment and Performance with the Mediating Effect of Cross-Cultural Competence: A Study of Expatriates in Taiwan," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
    5. Ibrahim Al-Jubari & Aissa Mosbah & Suha Fouad Salem, 2022. "Employee Well-Being During COVID-19 Pandemic: The Role of Adaptability, Work-Family Conflict, and Organizational Response," SAGE Open, , vol. 12(3), pages 21582440221, August.
    6. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    7. Kang, David Yeonjun & Hur, Won-Moo & Shin, Yuhyung, 2023. "Smart technology and service employees’ job crafting: Relationship between STARA awareness, performance pressure, receiving and giving help, and job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    8. Li, Xiaodong & Liu, Zibing & Ren, Ai & Gong, Bengang, 2022. "What fuzzy requests bring to frontline employees: An absorptive capacity theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    9. Eun-Jung Woo & Eungoo Kang, 2021. "Employee Environmental Capability and Its Relationship with Corporate Culture," Sustainability, MDPI, vol. 13(16), pages 1-22, August.
    10. Guodong Ni & Yuanyuan Zhu & Ziyao Zhang & Yaning Qiao & Huaikun Li & Na Xu & Yongliang Deng & Zhenmin Yuan & Wenshun Wang, 2020. "Influencing Mechanism of Job Satisfaction on Safety Behavior of New Generation of Construction Workers Based on Chinese Context: The Mediating Roles of Work Engagement and Safety Knowledge Sharing," IJERPH, MDPI, vol. 17(22), pages 1-24, November.
    11. Delpechitre, Duleeep & Beeler-Connelly, Lisa L. & Chaker, Nawar N., 2018. "Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior," Journal of Business Research, Elsevier, vol. 92(C), pages 9-24.
    12. Lu Jiao & Graeme Harrison & Jinhua Chen & Kym Butcher, 2021. "Does emotional intelligence matter to academic work performance? Evidence from business faculties in Australia," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 61(1), pages 1181-1204, March.
    13. Pandey, Pallavi & Singh, Saumya & Pathak, Pramod, 2021. "An exploratory study on factors contributing to job dissatisfaction of retail employees in India," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    14. Amilin Amilin, 2017. "The Impact of Role Conflict and Role Ambiguity on Accountants’ Performance: The Moderating Effect of Emotional Quotient," European Research Studies Journal, European Research Studies Journal, vol. 0(2A), pages 237-249.
    15. Tuan, Luu Trong & Ngan, Vu Thanh, 2021. "Leading ethically to shape service-oriented organizational citizenship behavior among tourism salespersons: Dual mediation paths and moderating role of service role identity," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    16. van Esch, Patrick & Arli, Denni & Gheshlaghi, Mahnaz Haji, 2020. "Creating an effective self-managed service climate for frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    17. Chatterjee, Sheshadri & Chaudhuri, Ranjan & González, Vanessa Izquierdo & Kumar, Ajay & Singh, Sanjay Kumar, 2022. "Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: From value creation and engineering management perspectives," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    18. Prentice, Dr Catherine, 2019. "Managing service encounters with emotional intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 344-351.
    19. Michael Sony & Neeta Baporikar, 2021. "Fallacies in Decision Making From an Asian Perspective," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 12(3), pages 117-132, July.
    20. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
    21. Agnieszka Bieńkowska & Katarzyna Tworek, 2020. "Job Performance Model Based on Employees’ Dynamic Capabilities (EDC)," Sustainability, MDPI, vol. 12(6), pages 1-25, March.
    22. Dogerlioglu-Demir, Kivilcim & Ng, Andy H. & Koçaş, Cenk, 2023. "Gracefully yours: Would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    23. Myoung-Soung Lee & Gap-Yeon Jeong, 2022. "The Effects of Internal Market Orientation on Service Providers’ Service Innovative Behavior: A Serial Multiple Mediation Effect on Perceived Social Capital on Customers and Work Engagement," Sustainability, MDPI, vol. 14(23), pages 1-17, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chatterjee, Sheshadri & Chaudhuri, Ranjan & González, Vanessa Izquierdo & Kumar, Ajay & Singh, Sanjay Kumar, 2022. "Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: From value creation and engineering management perspectives," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    2. Sibilla Di Guida & Ido Erev & Davide Marchiori, 2014. "Cross Cultural Differences in Decisions from Experience: Evidence from Denmark, Israel and Taiwain," Working Papers ECARES ECARES 2014-16, ULB -- Universite Libre de Bruxelles.
    3. Hind Dib‐slamani & Gilles Grolleau & Naoufel Mzoughi, 2021. "Is theft considered less severe when the victim is a foreign company?," Post-Print hal-03340844, HAL.
    4. Shi, Yun & Cui, Xiangyu & Zhou, Xunyu, 2020. "Beta and Coskewness Pricing: Perspective from Probability Weighting," SocArXiv 5rqhv, Center for Open Science.
    5. Kyriaki Remoundou & Drichoutis Andreas & Phoebe Koundouri, 2010. "Warm glow in charitable auctions: Are the WEIRDos driving the results?," DEOS Working Papers 1028, Athens University of Economics and Business.
    6. Stephen L. Cheung & Agnieszka Tymula & Xueting Wang, 2022. "Present bias for monetary and dietary rewards," Experimental Economics, Springer;Economic Science Association, vol. 25(4), pages 1202-1233, September.
    7. Ariu, Andrea & Breinlich, Holger & Corcos, Gregory & Mion, Giordano, 2019. "The interconnections between services and goods trade at the firm-level," Journal of International Economics, Elsevier, vol. 116(C), pages 173-188.
    8. Stefania Lovo & Gonzalo Varela, 2022. "Internationally Linked Firms and Productivity in Pakistan: A Look at the Top End of the Distribution," Journal of Development Studies, Taylor & Francis Journals, vol. 58(10), pages 2110-2131, October.
    9. Plante, Charles & Lassoued, Rim & Phillips, Peter W.B., 2017. "The Social Determinants of Cognitive Bias: The Effects of Low Capability on Decision Making in a Framing Experiment," SocArXiv u62cx, Center for Open Science.
    10. John A. List, 2024. "Optimally generate policy-based evidence before scaling," Nature, Nature, vol. 626(7999), pages 491-499, February.
    11. Nicolas Jacquemet & Adam Zylbersztejn, 2014. "What drives failure to maximize payoffs in the lab? A test of the inequality aversion hypothesis," Review of Economic Design, Springer;Society for Economic Design, vol. 18(4), pages 243-264, December.
    12. Dai, Zhixin & Zheng, Jiwei & Zizzo, Daniel John, 2024. "Theories of reasoning and focal point play with a matched non-student sample," China Economic Review, Elsevier, vol. 83(C).
    13. Jenny C Su & Chi-Yue Chiu & Wei-Fang Lin & Shigehiro Oishi, 2016. "Social Monitoring Matters for Deterring Social Deviance in Stable but Not Mobile Socio-Ecological Contexts," PLOS ONE, Public Library of Science, vol. 11(11), pages 1-13, November.
    14. Joshua Conrad Jackson & Marieke van Egmond & Virginia K Choi & Carol R Ember & Jamin Halberstadt & Jovana Balanovic & Inger N Basker & Klaus Boehnke & Noemi Buki & Ronald Fischer & Marta Fulop & Ashle, 2019. "Ecological and cultural factors underlying the global distribution of prejudice," PLOS ONE, Public Library of Science, vol. 14(9), pages 1-17, September.
    15. Ana Paula Cusolito & Claire H. Hollweg, 2015. "Trade Policy Barriers: An Obstacle to Export Diversification in Eurasia," Journal of Banking and Financial Economics, University of Warsaw, Faculty of Management, vol. 2(4), pages 91-129, June.
    16. Mustansar, Talreja, 2023. "Financial innovation, technological improvement and bank’ profitability," OSF Preprints 8wy95, Center for Open Science.
    17. Holli-Anne Passmore & Ying Yang & Sarena Sabine, 2022. "An Extended Replication Study of the Well-Being Intervention, the Noticing Nature Intervention (NNI)," Journal of Happiness Studies, Springer, vol. 23(6), pages 2663-2683, August.
    18. Defever, Fabrice & Imbruno, Michele & Kneller, Richard, 2020. "Trade liberalization, input intermediaries and firm productivity: Evidence from China," Journal of International Economics, Elsevier, vol. 126(C).
    19. Chen, Daniel L. & Schonger, Martin & Wickens, Chris, 2016. "oTree—An open-source platform for laboratory, online, and field experiments," Journal of Behavioral and Experimental Finance, Elsevier, vol. 9(C), pages 88-97.
    20. Pamela Jakiela & Edward Miguel & Vera Velde, 2015. "You’ve earned it: estimating the impact of human capital on social preferences," Experimental Economics, Springer;Economic Science Association, vol. 18(3), pages 385-407, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:30:y:2016:i:c:p:20-32. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.