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The Relationship between Emotional Intelligence, Trust, and Organizational Commitment in Call Centers
Başlık:
The Relationship between Emotional Intelligence, Trust, and Organizational Commitment in Call Centers
Yazar:
Stawowczyk, Teresa, author.
ISBN:
9780438129436
Yazar Ek Girişi:
Fiziksel Tanımlama:
1 electronic resource (233 pages)
Genel Not:
Source: Dissertation Abstracts International, Volume: 79-11(E), Section: B.
Advisors: Stephanie Siler Committee members: Peter La Chapelle; Denise Peart; Stephanie Siler.
Özet:
The purpose of this research study was to examine the relationship between supervisors' emotional intelligence, subordinates' trust and subordinates' organizational commitment in call centers. It was not known how these variables related to each other in a call center environment. No study, until now, has examined the relationship between these variables in a call center environment. This study's theoretical foundation was rooted in Bar-On's theory of emotional intelligence and the leader-member exchange theory. Twenty-one Call Center Supervisors and 237 Call Center Representatives within one organization that has two locations (suburb of Des Moines, IA and Boston, MA) in the United States participated in this study. A quantitative methodology using online surveys was used to gather the data. The Bar-On Emotional Quotient Inventory 2.0 was used to gather information on the supervisors' emotional intelligence. McAllister's Interpersonal Trust Scale was used to measure subordinates' trust in their direct supervisor. Finally, Meyer and Allen's Organizational Commitment Scale was used to measure subordinates' organizational commitment. Data were analyzed using Spearman's correlation. The results of this study did not support a relationship between emotional intelligence and trust nor trust and organizational commitment in call centers. Possible reasons for the non-significant correlations are discussed. However, this study did positively contribute to the growing body of literature on emotional intelligence, trust, and organizational commitment within the call center environment by showing there is not a relationship between these variables in call centers used in this study.
Notlar:
School code: 1582
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Yer Numarası | Demirbaş Numarası | Shelf Location | Lokasyon / Statüsü / İade Tarihi |
---|---|---|---|
XX(695379.1) | 695379-1001 | Proquest E-Tez Koleksiyonu | Arıyor... |
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