ISSN NO: 0974-4274(PRINT), ISSN NO: 2582-1148(ONLINE)

094390-15757 journal@srustiacademy.ac.in

Srusti Management Review (SMR)

Enlisted in UGC CARE Group - 1 | Journal of Management & IT

  • Enlisted in UGC CARE Group - 1

  • Listed in Ulrich's Periodicals Directory

  • Indexed in J-Gate

  • Licensor for EBSCO

  • Listed in Proquest

  • Included in Google Scholar

  • Accessed in DOAJ

Emotional Intelligence in Service Sector: An Inter-industry Comparison

Year 2017
Volume/Issue/Review Month Volume - X | Issue - II | July - December
Title Emotional Intelligence in Service Sector: An Inter-industry Comparison
Authors Padmalita Routray , Ashok Kumar Dash , Pragnya Paramita Ray
Broad area Emotional Intelligence in Service Sector: An Inter-industry Comparison
Abstract
Service sector enjoys a separate status in India due to its higher share in the economy. Managing self and others is a crucial skill that improves service delivery in these industries. The present paper focuses on the EI level of employees across industries on components like Self-awareness, Self-regulation, Self Motivation, Social Awareness and Social Skills. From the study it is found that inter industry difference exists in all components of EI except social skills. The research findings reveal that people working in telecommunication industry are better in EI followed by banking and hotel industries. These three industries fall into one category where the EI is high. The power sector and health sector fall into the other category where the EI is low.
Description Human interaction in service industries is an important dimension that leads to superior customer experience. Employee competency is a key determinant in service quality which differentiates service providers in an industry. Changing business environment
File
Referenceses
  • Gardner, H. (1983). Frames of mind. New York: Basic Books.
  • Goleman D (1995). Emotional intelligence: Why it can matter more than IQ. New York: Bantam Books.
  • Goleman D (1998). Working with emotional intelligence. New York: Bantam Books.
  • Joseph Dana L & Newman Daniel A.(2010), Emotional Intelligence: An Integrative Meta-Analysis and Cascading Model, Journal of Applied Psychology,  95:1, 54–78.
  • Kelley R (1998). How to Be a Star at Work. New York: Times Books.
  • Langhorn, Steve (2004),”How emotional intelligence can improve management performance”, International Journal of Contemporary Hospitality Management, 16 : 4 pp. 220 – 230.
  • Lanser, E.G. (2000). Why you should care about your emotional intelligence. Healthcare Executive,(Nov/Dec), 6-11.
  • Naeem N1, van der Vleuten C, Muijtjens AM, Violato C, Ali SM, Al-Faris EA, Hoogenboom R, Naeem N.(2014)Correlates of emotional intelligence: results from a multi-institutional study among undergraduate medical students,Med Teach,36:S30-35.
  • Prentice Catherine & King Brian(2011),The Influence of Emotional Intelligence on the Service Performance of Casino Frontline Employees,Tourism and Hospitality Research ,Volume: 11 issue: 1, page(s): 49-66.
  • Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination,Cognition, and Personality, 9, 185–211.
  • Salovey, P.,&Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality,9(3), 185-211.
  • Scott-Halsell , Sheila A.  Shane C. Blum & Lynn Huffman (2008) A Study of Emotional Intelligence Levels in Hospitality Industry Professionals, Journal of Human Resources in Hospitality & Tourism, 7:2, 135-152.
  • Shahzad Khurram Sarmad Muhammad, Abbas Muhammad & Khan Muhammad Amanullah(2011) ,Impact of Emotional Intelligence (EI) on employee’s performance in telecom sector of Pakistan, African Journal of Business Management .5 :4, pp. 1225-1231.
  • Singh, D. (2006). Emotional intelligence at work – A professional guide (3rd Ed.), New Delhi: Sage Publications.
  • Thorndike, E. L. (1920). Intelligence and its uses. Harper’s Magazine, 140, 227-235.
  • Weisinger, H. (1998). Emotional intelligence at work: The untapped edge for success. San Francisco:Jossey-Bass.