Record Details

Emotional Intelligence, Work/Family Conflict, and Work Values among Customer Service Representatives: Basis for Organizational Support

Journal of Eastern European and Central Asian Research

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Field Value
 
Title Emotional Intelligence, Work/Family Conflict, and Work Values among Customer Service Representatives: Basis for Organizational Support
 
Creator Sergio, Rommel P.; Canadian University of Dubai
Gonzales-Lim Ormita, Luzelle Anne; Far Eastern University, Manila
Dungca, Antonette Lazaro; University of the Philippines, Quezon City
Ocampo-Gonzales, Jennifer; School of Business Administration, Canadian University of Dubai
 
Subject Economics
emotional intelligence, work/family conflict, work values, customer service representatives, organizational support
 
Description This research paper discusses the profile of emotional intelligence, work/family conflict, and work values among 437 purposively selected customer service representatives (CSRs) from the Middle East, Iran, Pakistan, Russia, India, and the Philippines. Moreover, the study leads to a set of organizational change development programs to assist organizations to cope with their diversity concerns. The descriptive, comparative-correlational methods were employed as this paper also aims to find the correlates of emotional intelligence such as work/family conflict, and work values. The researchers utilized several instruments, namely the Demographic Profile Sheet, Emotional Competence Inventory, Work/Family Conflict Scale, and Work Values Inventory. The general findings reveal that there is a significant relationship between emotional intelligence and work/family conflict, particularly on the areas of self- management, social awareness and relationship management; whereas, there is a significant relationship between emotional intelligence (particularly on the clusters of self- management, social awareness and relationship management) and work values (specifically in the areas of management, achievement, supervisory relations, way of life, and independence). The organizational development support programs with emphasis on diversity management have been recommended to set future directions for call center organizations involved in the study.
 
Publisher Institute of Eastern Europe and Central Asia
 
Date 2015-03-25
 
Type info:eu-repo/semantics/article
Peer-reviewed Articles
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://ieeca.org/journal/index.php/JEECAR/article/view/86
10.15549/jeecar.v2i1.86
 
Source Journal of Eastern European and Central Asian Research (JEECAR); Vol 2, No 1 (2015): Journal of Eastern European and Central Asian Research
 
Language eng
 
Relation http://ieeca.org/journal/index.php/JEECAR/article/view/86/pdf
 
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