Is emotional intelligence important in predicting service-oriented organisational citizenship behaviour?
by Choo Ling Suan; Aizzat Mohd. Nasurdin
International Journal of Work Organisation and Emotion (IJWOE), Vol. 6, No. 3, 2014

Abstract: The purpose of this study is to empirically test a model linking emotional intelligence and service-oriented organisational citizenship behaviour. Data was collected from a sample of 438 customer-contact employees in the Malaysian hotel industry and tested using the partial least squares technique. The statistical results indicate that emotional intelligence was able to predict employees' service-oriented organisational citizenship behaviours (SO-OCBs). In general, the dimensions of emotional intelligence, self-emotional appraisal, other's emotion appraisal, use of emotion and regulation of emotion, had a positive and significant relationship with all three OCB types. However, two relationships were insignificant, self-emotion appraisal and participation OCB, and other's emotion appraisal and loyalty OCB.

Online publication date: Sat, 29-Nov-2014

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