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

Abstract

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.

KEYWORDS:

• customer orientation
• basic trait
• frontline employees
• service performance
• emotional intelligence
• surface trait

Notes

*p < .0005.

Note. COS = customer orientation scale; SP = service performance; IV = independent variables; DV = dependent variable; DE = direct effect of independent variables on the dependent variable; IE = indirect effect after the inclusion of COS as a control.

*p < .05. **p < .01. ***p < .001.