Browsing by Subject "Emotional intelligence"
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(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. ...
Research on the influence of service employee emotional intelligence on customer loyalty in the context of service recovery (National Institute of Development Administration, 2021);
Developing the service industry remains the focus of China's economic work for a long time to come. At present, the nation is also taking a series of measures to vigorously promote the reform and development of the service industry. At the micro level, although the service enterprise regards "customer is God" for the purpose of the enterprise, the service failure is inevitable in the actual service operation. After the service failure, effective service remedy is the inevitable way for the enterprise to win back customers, and then recover and ...
The contribution of emotional intelligence and cultural intelligence to interaction involvement, emotional exhaustion and job performance of call center representatives in the Philippines (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 ...
The effects of emotional labor and moderating roles of gender, age, and manager emotional intelligence on the job and organizational outcomes: a case study of frontline hotel employees in Phuket, Thailand (National Institute of Development Administration, 2018);
In the high competition of the hospitality and service industry, hotels are in the process of intensely managing their employees’behavior and emotions, and this can have a detrimental impact on frontline employees’ work attitudes, job performance, and behavior within the organization. In Thailand, there are still pressing questions regarding these issues. The objectives of this study were to examine the relationships among emotional labor, burnout, job satisfaction, turnover intention, and organizational commitment, and to compare the ...