The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani
Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of customization; while others focus on service standardization. In offering customized...
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| Format: | Article |
| Language: | English |
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Research Management Institute (RMI)
2011
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| Online Access: | https://ir.uitm.edu.my/id/eprint/13094/ |
| _version_ | 1848803238228262912 |
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| author | Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali |
| author_facet | Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali |
| author_sort | Othman, Abdul Kadir |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of
customization; while others focus on service standardization. In offering customized services, service providers need to use higher levels of discretion and judgment compared to those offering standardized services.
Therefore, this study investigates the moderating effect of service types on the relationship between EI factors (self-emotion appraisal, others emotion appraisal, regulation of emotion and use ofemotion) and service providers' organization role effectiveness. Analysis of J67 responses
revealed that there is a significant relationship between self emotional appraisal (SEA) and organization role for moderator-based subgroups. The implication of which is that EI is actively implemented by service providers in mass service to engage in effective organization role. |
| first_indexed | 2025-11-14T21:36:04Z |
| format | Article |
| id | uitm-13094 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:36:04Z |
| publishDate | 2011 |
| publisher | Research Management Institute (RMI) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-130942023-04-10T07:46:01Z https://ir.uitm.edu.my/id/eprint/13094/ The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani smrj Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali Emotional intelligence. Emotional intelligence testing Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of customization; while others focus on service standardization. In offering customized services, service providers need to use higher levels of discretion and judgment compared to those offering standardized services. Therefore, this study investigates the moderating effect of service types on the relationship between EI factors (self-emotion appraisal, others emotion appraisal, regulation of emotion and use ofemotion) and service providers' organization role effectiveness. Analysis of J67 responses revealed that there is a significant relationship between self emotional appraisal (SEA) and organization role for moderator-based subgroups. The implication of which is that EI is actively implemented by service providers in mass service to engage in effective organization role. Research Management Institute (RMI) 2011 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/13094/2/13094.pdf Othman, Abdul Kadir and Sulaiman, Mohamed and Al-Kahtani, Ali (2011) The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani. (2011) Social and Management Research Journal (SMRJ) <https://ir.uitm.edu.my/view/publication/Social_and_Management_Research_Journal_=28SMRJ=29.html>, 8 (2). pp. 99-122. ISSN 1675-7017 https://smrj.uitm.edu.my/ |
| spellingShingle | Emotional intelligence. Emotional intelligence testing Othman, Abdul Kadir Sulaiman, Mohamed Al-Kahtani, Ali The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title | The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title_full | The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title_fullStr | The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title_full_unstemmed | The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title_short | The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani |
| title_sort | moderating effect of service types on the relationship between emotional intelligence and organization role / abdul kadir othman, mohamed sulaiman and ali al-kahtani |
| topic | Emotional intelligence. Emotional intelligence testing |
| url | https://ir.uitm.edu.my/id/eprint/13094/ https://ir.uitm.edu.my/id/eprint/13094/ |