A study of the relationship between emotional intelligence and performance in UK call centres

By M. Higgs. 2004

147 citations recorded by the source corpus.

Subfields: General Health Professions, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e024d6b2e4677eec183dbc9c24a9e7220fba9f0f

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In General Health Professions

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Hospitality service employees’ coping styles: The role of emotional intelligence, two basic personality traits, and socio-demographic factors (2011, background): “…employee’s EI is positively related to his/her job performance, job satisfaction, and organizational citizenship behaviors (Day and Carroll, 2004; Higgs, 2004; Lopes et al., 2006; Sy et al., 2006; Wong and Law, 2002) and that leader EI contributes to the financial performance of the company…”
Emotional Intelligence and Job Performance: A Study among Malaysian Teachers☆ (2016, background): “…interactions, which could lead to more organizational citizenship behaviors performance (Mossholder, Bedian, & Armenakis, 1981; Wong & Law, 2002: Higgs (2004) Recent research studies found emotional intelligence to be predictive of job performance in a wide variety of organizational contexts…”
Emotional Intelligence and Education: A critical review (2007, background): “Other research, such as Higgs’ ( 2004 ) study of the relationship between EI and performance in call centres in the United Kingdom, follow similar trends.”
Emotional intelligence and emotional labor acting strategies among frontline hotel employees (2012, background): “Largely consistent with previous findings of Johnson and Spector (2007) and Lee (2010), EI was differently related to SA and DA.”
The joint effect of leader–member exchange and emotional intelligence on burnout and work performance in call centers in China (2010, background): “The call center employees tend to experience high levels of emotional pressure and work-related strain, which are the main causes of high turnover rate and poor performance (Higgs 2004 ; Varca 2004 ; Rose and Wright 2005 ).”
Social and emotional competencies predicting success for male and female executives (2008, background): “, 2004), individual call center agents’ performance (Higgs, 2004), supervisor ratings of job performance (Slaski and Cartwright, 2002; Law et al.”
Enhancing employee outcomes: The interrelated influences of managers' emotional intelligence and leadership style (2012, background): “Studies show that emotional intelligence is positively related to employee’s performance (Higgs, 2004).”