{"title":"Strength of Emotional Intelligence in Impacting Organizational Behaviour: An Exploratory Study in the Service Industry in Southern India","authors":"Dr. Supriya Srivastava","doi":"10.36647/ijsem/09.10.a001","DOIUrl":null,"url":null,"abstract":"Emotional Intelligence or EQ is among the major social skills that impact employee engagement, job satisfaction, customer service and mainly organisational behaviour. The following research has been focused on elaborating on the impact of this specific skill on the organisational behaviour of the service sector of Southern India. In section 1, The Introduction part has highlighted the background of the research, its problem and the aim and objective of conducting the research. In section 2, through the Literature Review, existing studies on the topic have been explored and Bandura’s Social Cognitive Theory has been illustrated. In section 3, suitable methods that have been used in the study have been briefly described. The secondary data collection method has been followed and thematic analysis has been conducted. The results suggest that EQ is crucial for effective performance in the service sector as this industry thoroughly depends on customer service. There are some specific factors that influence organisational behaviour such as environment, mental health condition, structure and others. Emotional intelligence helps employees to control their emotions that improves communication and creates an efficient and flexible workplace. It is identified that consumer-company interaction is the main focus of the service industry of Southern India and emotional intelligence among employees leads to the achievement of this goal. Thereafter, organisational behaviour effects business management and emotional intelligence among employees contributes in improved business management within the service industry of Southern India.","PeriodicalId":46578,"journal":{"name":"International Journal of Management Science and Engineering Management","volume":null,"pages":null},"PeriodicalIF":3.0000,"publicationDate":"2022-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Management Science and Engineering Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.36647/ijsem/09.10.a001","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"OPERATIONS RESEARCH & MANAGEMENT SCIENCE","Score":null,"Total":0}
引用次数: 0
Abstract
Emotional Intelligence or EQ is among the major social skills that impact employee engagement, job satisfaction, customer service and mainly organisational behaviour. The following research has been focused on elaborating on the impact of this specific skill on the organisational behaviour of the service sector of Southern India. In section 1, The Introduction part has highlighted the background of the research, its problem and the aim and objective of conducting the research. In section 2, through the Literature Review, existing studies on the topic have been explored and Bandura’s Social Cognitive Theory has been illustrated. In section 3, suitable methods that have been used in the study have been briefly described. The secondary data collection method has been followed and thematic analysis has been conducted. The results suggest that EQ is crucial for effective performance in the service sector as this industry thoroughly depends on customer service. There are some specific factors that influence organisational behaviour such as environment, mental health condition, structure and others. Emotional intelligence helps employees to control their emotions that improves communication and creates an efficient and flexible workplace. It is identified that consumer-company interaction is the main focus of the service industry of Southern India and emotional intelligence among employees leads to the achievement of this goal. Thereafter, organisational behaviour effects business management and emotional intelligence among employees contributes in improved business management within the service industry of Southern India.
期刊介绍:
International Journal of Management Science and Engineering Management (IJMSEM) is a peer-reviewed quarterly journal that provides an international forum for researchers and practitioners of management science and engineering management. The journal focuses on identifying problems in the field, and using innovative management theories and new management methods to provide solutions. IJMSEM is committed to providing a platform for researchers and practitioners of management science and engineering management to share experiences and communicate ideas. Articles published in IJMSEM contain fresh information and approaches. They provide key information that will contribute to new scientific inquiries and improve competency, efficiency, and productivity in the field. IJMSEM focuses on the following: 1. identifying Management Science problems in engineering; 2. using management theory and methods to solve above problems innovatively and effectively; 3. developing new management theory and method to the newly emerged management issues in engineering; IJMSEM prefers papers with practical background, clear problem description, understandable physical and mathematical model, physical model with practical significance and theoretical framework, operable algorithm and successful practical applications. IJMSEM also takes into account management papers of original contributions in one or several aspects of these elements.