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    The contribution of emotional intelligence and cultural intelligence to interaction involvement, emotional exhaustion and job performance of call center representatives in the Philippines 

    Puyod, Jenette Villegas; Peerayuth Charoensukmongkol (National Institute of Development Administration, 2018)

    The Philippines is one of the major outsourcing destinations of the call center industry in the world. The call center business in the Philippines has been heralded as the latest sunshine industry, and its growth is mainly driven by contact center services. Needless to say, a handful of researches have found drawbacks about the emotive and psychosomatic weaknesses in the nature of works in call centers. Indeed, this kind of work is a very challenging endeavor as it is coupled with the fact that every call center representative needs to do ...
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    Relationships among emotional intelligence, leadership scores, and human value added metrics 

    Varumpa Temaismithi; Wichai Utsahajit (National Institute of Development Administration, 2016)

    It is widely believed that good leader leads an organization for success. Emotional intelligence is deemed as one of key components of a good leader. Leader with higher emotional intelligence level tends to outperform leader with lower emotional intelligence. Relationship between good leader with high emotional intelligence and firm or organization performance was documented to be positively correlated. However, result from this study exhibits that emotional intelligence and organizational performance have significantly negative correlation. ...