Emotional intelligence, work/family conflict, and work values among customer service representatives : basis for organizational support

Date
2015
Authors
Sergio, Rommel Pilapil
Ormita, Luzelle Anne Gonzales-Lim
Dungca, Antonette Lazaro
Ocampo-Gonzales, Jennifer
Journal Title
Journal ISSN
Volume Title
Publisher
Institute of Eastern Europe and Central Asia
Abstract
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.
Description
This article is not available at CUD collection. The version of scholarly record of this Article is published in Journal of Eastern European and Central Asian Research (2015), available online at: https://doi.org/10.15549/jeecar.v2i1.86.
Keywords
Customer service representatives, Emotional intelligence, Organizational support, Work values, Work/family conflict
Citation
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