Emotional Intelligence for Successful Performance

This study aimed to analyze the Emotional Intelligence (EI) in reference to the set of skills by hypothesizing different constructs for the purpose of contribution to the accurate appraisal and assessment of emotion in oneself and in others. The assumption is that the effective management of emotion in self and others can enhance individual's job performance. In the meantime, this study examines Extra-Role Customer Service and Creative Performance as two variables that can affect job performance. The current study is designed to examine the impact of EI on job performance among front-line employees of four and five star hotels in Northern Cyprus. A quantitative survey research method based on convenience sampling has been administered to front-line employees in the summer of 2016. The findings of the research revealed that four dimensions of emotional intelligence: (i) self-emotional appraisal, (ii) appraisal of others' emotion, (iii) regulation of emotion, and (iv) use of emotion, have positive and significant relationship with extra-role customer service and creative performance. Thus, the results suggest that employees with high level of EI have higher job performance.

Autorentext

PhD candidate at department of tourism management in Eastern Mediterranean University, Mersin 10, Turkey. Major field: Technology and innovative approaches in tourism marketing. Master of science in tourism management, Eastern Mediterranean University, Mersin 10, Turkey. Master thesis: Effects of Emotional Intelligence on Performance Outcomes