Emotional intelligence, work/family conflict, and work values among customer service representatives : basis for organizational support
Institute of Eastern Europe and Central Asia
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 coping with their diversity concerns. Descriptive, comparative-correlational methods were employed. This paper also aims to find the correlates of emotional intelligence such as work/family conflict, and work values. The researchers utilized several instruments, 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 in the areas of self-management, social awareness and relationship management. There is a significant relationship between emotional intelligence (particularly in 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. © 2015, Institute of Eastern Europe and Central Asia. All rights reserved.
This article is licensed under Creative Commons License and full text is openly accessible in CUD Digital Repository. The version of the scholarly record of this article is published in Journal of Eastern European and Central Asian Research (2015), accessible online through this link https://doi.org/10.15549/jeecar.v2i1.86.
Customer service representatives, Emotional intelligence, Organizational support, Work values, Work/family conflict
Sergio, R. P., Ormita, L. G.-L., Dungca, A. L., & Gonzales, J. O. (2015). Emotional intelligence, work/family conflict, and work values among customer service representatives: Basis for organizational support. Journal of Eastern European and Central Asian Research, 2(1). https://doi.org/10.15549/jeecar.v2i1.86