The moderating effect of service types on the relationship between emotional intelligence and organization role / Abdul Kadir Othman, Mohamed Sulaiman and Ali Al-Kahtani

• Main Authors: Othman, Abdul Kadir, Sulaiman, Mohamed, Al-Kahtani, Ali
• Format: Article
• Language: English
• Published: Research Management Institute (RMI) 2011
• Subjects: Emotional intelligence. Emotional intelligence testing
• Online Access: https://ir.uitm.edu.my/id/eprint/13094/2/13094.pdf; https://ir.uitm.edu.my/id/eprint/13094/; https://smrj.uitm.edu.my/
• Institution: Universiti Teknologi Mara

Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of customization; while others focus on service standardization. In offering customized...