Title: Is emotional intelligence important in predicting service-oriented organisational citizenship behaviour?

Authors: Choo Ling Suan; Aizzat Mohd. Nasurdin

Addresses: School of Management, Universiti Sains Malaysia, 11800 Minden, Penang, Malaysia ' School of Management, Universiti Sains Malaysia, 11800 Minden, Penang, Malaysia

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.

Keywords: service oriented behaviour; organisational citizenship behaviours; emotional intelligence; Malaysia; hotel industry; service industry; PLSPM; partial least squares; PLS path modelling; HRM; human resource management; human resources; human capital; emotional appraisal; emotions; feelings; participation; loyalty.

DOI: 10.1504/IJWOE.2014.065759

International Journal of Work Organisation and Emotion, 2014 Vol.6 No.3, pp.261 - 280

Received: 12 Feb 2014
Accepted: 04 Aug 2014
Published online: 29 Nov 2014 *

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