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The Relationship between Employees' Perceptions of Supervisors' Emotional Intelligence and Employees' Altruism and Conscientiousness in Telecommunications Industry Call Centers
Başlık:
The Relationship between Employees' Perceptions of Supervisors' Emotional Intelligence and Employees' Altruism and Conscientiousness in Telecommunications Industry Call Centers
Yazar:
Howze, Cynthia, author.
ISBN:
9780438124004
Yazar Ek Girişi:
Fiziksel Tanımlama:
1 electronic resource (126 pages)
Genel Not:
Source: Dissertation Abstracts International, Volume: 79-11(E), Section: A.
Advisors: Bruce Winston Committee members: Donald Jess; Thomas Schaefer.
Özet:
The business problem is leaders expect their employees to go beyond their job assignments and surpass job expectations, known as organizational citizenship behaviors (OCBs), to remain competitive and relevant in their particular industries. However, employees exhibit OCBs only when they perceive leaders understand their needs, known as emotional intelligence (EI). The specific problem was the conflicting views in the literature about the relationship between managers' EI and employees' OCBs. The purpose of this study was to examine the relationship between employees' perceptions of supervisors' EI variables and employees' self-report OCBs: altruism and conscientiousness.
Two research questions guided this study: - Is there a significant relationship between employees' perceptions of supervisors' EI variables: (a) perception and appraisal of emotions, (b) facilitating thinking with emotions, (c) understanding complex emotions, and (d) regulation/management of emotions and employees' self-report of altruism? - Is there a significant relationship between employees' perceptions of supervisors' EI variables: (a) perception and appraisal of emotions, (b) facilitating thinking with emotions, (c) understanding complex emotions, and (d) regulation/management of emotions and employees' self-report of conscientiousness?
The theoretical underpinning comes from Mayer, DiPaolo, and Salovey's (1990) EI concept, together with Organ's (1988) OCB construct. A quantitative, nonexperimental correlational design was used to explore if a relationship existed. Responses were collected using a consolidated survey comprising demographic questions and two pre-existing instruments: Wong and Law Emotional Intelligence Survey (2002), and Altruism and Conscientiousness scale from Podsakoff, MacKenzie, Moorman, and Fetter (1990). The sample for this study encompassed call center employees across the United States, with zero direct reports, who worked in the telecommunications industry for one year or more. The findings were mixed, which supports the conflicting views in the literature. The results of the study found a correlation exists between altruism, conscientiousness, and three of four EI variables: self-emotion appraisal (r = .25, p = .013); (r = .20, p = .044), others' emotional appraisal (r = .29, p = .004); (r = .21, p = .034), and use of emotion (r = .28, p = .005); (r = .20, p = .048). This study's contribution reinforces the discord in the literature among scholars and highlights the impact emotionally intelligent leaders could have on employees' performance in business. A recommendation for future research is to incorporate a mixed method approach to attain a comprehensive understanding of why employees perceive supervisors' EI in a certain way, and how their perceptions relate to OCB in the business environment.
Notlar:
School code: 1351
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Yer Numarası | Demirbaş Numarası | Shelf Location | Lokasyon / Statüsü / İade Tarihi |
---|---|---|---|
XX(694785.1) | 694785-1001 | Proquest E-Tez Koleksiyonu | Arıyor... |
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