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

dc.contributor.authorSergio, Rommel Pilapil
dc.contributor.authorOrmita, Luzelle Anne Gonzales-Lim
dc.contributor.authorDungca, Antonette Lazaro
dc.contributor.authorOcampo-Gonzales, Jennifer
dc.date.accessioned2020-03-01T08:28:14Z
dc.date.available2020-03-01T08:28:14Z
dc.date.copyright2015
dc.date.issued2015
dc.descriptionThis 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.en_US
dc.description.abstractThis 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.en_US
dc.identifier.citationSergio, 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.v2i1.86en_US
dc.identifier.issn23288272
dc.identifier.urihttp://dx.doi.org/10.15549/jeecar.v2i1.86
dc.identifier.urihttp://hdl.handle.net/20.500.12519/184
dc.language.isoenen_US
dc.publisherInstitute of Eastern Europe and Central Asiaen_US
dc.relationAuthors Affiliations: Sergio, R.P., Canadian University of Dubai, United Arab Emirates; Ormita, L.G.-L., Department of Psychology, Far Eastern University, Manila, Philippines; Dungca, A.L., University of the Philippines, Institute for Small Scale Industries, Quezon City, Philippines; Gonzales, J.O., United International Private School, Canadian University of Dubai, United Arab Emirates
dc.relation.ispartofseriesJournal of Eastern European and Central Asian Research;Vol. 2, no. 1
dc.rightsCreative Commons - Attribution 4.0 International (CC BY 4.0) license.
dc.rights.holderCopyright : 2015 Institute of Eastern Europe and Central Asia. All rights reserved.
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/
dc.subjectCustomer service representativesen_US
dc.subjectEmotional intelligenceen_US
dc.subjectOrganizational supporten_US
dc.subjectWork valuesen_US
dc.subjectWork/family conflicten_US
dc.titleEmotional intelligence, work/family conflict, and work values among customer service representatives : basis for organizational supporten_US
dc.typeArticleen_US

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