Authors: Bassem E. Maamari; Micheline Shouweiry
Addresses: Lebanese American University (LAU), P.O. Box 13-5053 – F13, Chouran, Beirut 1102-2801, Lebanon ' Lebanese American University (LAU), P.O. Box 13-5053 – F13, Chouran, Beirut 1102-2801, Lebanon
Abstract: With increased pressure for higher levels of performance and output, human resources managers are seeking new ways for matching employees' competencies with job requirements and fitting employees into the best positions for maximising outputs. As a result, emotional intelligence appears to have an important role in fitting the customer service employees. This study is conducted in Lebanon and compares the front-desk to the back-office employees using the financial sector for field. The results of statistical analysis, correlations and regressions, reveal a number of interesting findings that if applied, may impact the performance of both front-desk and back-office employees.
Keywords: emotional intelligence; job performance; gender; front desk employees; back office employees; Lebanon; financial industry; job position; human resource management; HRM; employee competencies; customer services; Lebanon.
International Journal of Work Organisation and Emotion, 2016 Vol.7 No.4, pp.299 - 315
Accepted: 24 Aug 2016
Published online: 25 Jan 2017 *