Strength of Emotional Intelligence in Impacting Organizational Behaviour: An Exploratory Study in the Service Industry in Southern India

IF 3 Q2 OPERATIONS RESEARCH & MANAGEMENT SCIENCE International Journal of Management Science and Engineering Management Pub Date : 2022-10-18 DOI:10.36647/ijsem/09.10.a001
Dr. Supriya Srivastava
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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.
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情绪智力强度对组织行为的影响:印度南部服务业的探索性研究
情商是影响员工敬业度、工作满意度、客户服务和组织行为的主要社交技能之一。下面的研究重点是阐述这种特殊技能对印度南部服务业组织行为的影响。在第一部分,引言部分突出了研究的背景,问题和进行研究的目的和目的。在第2节中,通过文献综述,对该主题的现有研究进行了探索,并对Bandura的社会认知理论进行了说明。在第3节中,简要描述了研究中使用的合适方法。采用二次数据收集方法,并进行专题分析。结果表明,情商对服务行业的有效绩效至关重要,因为这个行业完全依赖于客户服务。影响组织行为的具体因素有环境、心理健康状况、组织结构等。情商可以帮助员工控制自己的情绪,从而改善沟通,创造一个高效灵活的工作场所。研究发现,消费者与公司的互动是南印度服务业的主要关注点,而员工的情商是实现这一目标的关键。此后,组织行为影响企业管理,员工情商有助于改善南印度服务业的企业管理。
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来源期刊
CiteScore
8.50
自引率
33.30%
发文量
40
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.
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