Associations of Personality, Political Skill and Emotional Intelligence with Emotion Work

Associations of Personality, Political Skill and Emotional Intelligence with Emotion Work

Sucheta Sarkar

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Dr. A. Suresh

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α Recruitment and Assessment Centre

Associations of Personality, Political Skill and Emotional Intelligence with Emotion Work

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Abstract

In customer service occupations, emotional control plays a crucial role in client interface. Employees in these occupations require skilful handling of customer related issues. This demands adequate control of clients’ feelings and emotions. A blend of qualities in employees persuades them to respond to the clients. Thus, the degree of emotional stability that employees have strongly influences their inner self. By using cross sectional descriptive survey on 200 customer service workers across the country, the study examines the associations of personality, political skill and emotional intelligence with emotion work. The subjects were assessed on emotion work, personality, emotional intelligence, and political skill. Pearson correlation and hierarchical multiple regression were used to analyze the data. Results revealed that personality, political skill and emotional intelligence emerged as strong predictors of emotion work. This study highlights the need for understanding emotion work as an important potential interpersonal variable for enhancing employees’ as well as organizational health.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

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No ethics committee approval was required for this article type.

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How to Cite This Article

Sucheta Sarkar. 2014. \u201cAssociations of Personality, Political Skill and Emotional Intelligence with Emotion Work\u201d. Global Journal of Human-Social Science - A: Arts & Humanities GJHSS-A Volume 14 (GJHSS Volume 14 Issue A7): .

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GJHSS Volume 14 Issue A7
Pg. 31- 39

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Journal Specifications

Crossref Journal DOI 10.17406/GJHSS

Print ISSN 0975-587X

e-ISSN 2249-460X

Keywords

emotion work Emotional Intelligence personality political skill

Submission ReceivedDecember 6, 2013
Peer Review Double Blind
Handling Editor
Accepted December 31, 2013
Published January 15, 2014

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v1.2

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October 8, 2014

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Article Matrices

Total Score: 107

Country: India

Subject: Global Journal of Human-Social Science - A: Arts & Humanities

Authors: Sucheta Sarkar, Dr. A. Suresh (PhD/Dr. count: 1)

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