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

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  • 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
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    References listed on IDEAS

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    Cited by:

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    5. 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.
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    8. 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).
    9. 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).
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    11. 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.
    12. 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.
    13. 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).
    14. 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).
    15. 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).
    16. 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).
    17. Eun-Jung Woo & Eungoo Kang, 2021. "Employee Environmental Capability and Its Relationship with Corporate Culture," Sustainability, MDPI, vol. 13(16), pages 1-22, August.
    18. 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.
    19. 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.
    20. 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.
    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.

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