- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
ISSN : 1738-3110
Study on Effects of Person-Job Fit of High Touching Service Employees on Emotional Intelligence and Job Satisfaction
Abstract
Purpose - In recent years, management scholars have expressed growing interest in the concept of person-Job fit because of having many benefits for employees' attitudes and behaviors. The related research is needed to determine what specific types of fit are related to each other, and to get important individual outcomes. Person-job fit of employees in service organization plays an important role in company as well as person in service industry. Person-job fit, representing the consistency between person (service provider) and job (service provided to the customers), gives significant and positive effects on the attitude and behavior of service provider. On the basis of the study background, the purpose of this study is as follows. First, we would like to examine the effects of person-job fit of service provider on their emotional intelligence. Emotional intelligence is divided into four sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Second, we would like to identify the relationships between job satisfaction and sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Research design, data, and methodology - We performed structural equation model using Spss 18.0 and Amos 20.0 in order to verify the hypotheses. Subjects were golf service assistants who were high-touching service with high degree in interaction and long contact time with customers. 178 out of the total 200 surveys were used in evaluation from helpers of golf service working as full-time service provider after selecting two locations of golf course located near Busan. From the evaluation of reliability and validity with variables used in this research, they satisfied and confirmed certain standard. Results - The results are as follows. First, as the results of identifying the relationships between person-job fit and emotional intelligence of service provider, person-job fit did not have positive and significant effect on self-understanding. On the other hand, it affected positively and significantly other factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation. Second, as the results of identifying the relationship between emotional intelligence and job satisfaction, sub-factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation except self-emotion affected significantly and positively job satisfaction. However, self-emotion did not have significant and positive effects on job satisfaction. Conclusion - These results will be valuable and used for service providers. In addition, many service providers will recognize that person-job fit is very important to get a job. This research has a purpose on the assumption that appropriateness between individual and task in service industry shall act as major influence in emotional intelligence of service provider. Recognitive ability of service provider is also very important per characteristics of service, but emotional intelligence that interacts and connected directly with most customers can be a very meaningful factor as well. Emotional intelligence allows people to recognize, understand, and empathize the emotion of customers shall be a positive reinforcement for customers to evaluate the service ultimately.
- keywords
- Person-Job Fit, Emotional Intelligence, Self-Understanding, Understanding Others, Emotional Utilization, Emotional Regulation, Job Satisfaction
Reference
Ahn, Hyun-Young (2007). A Study on the Emotional Intelligence and The Team Commitment Required for the Emotion-Oriented Business Administration in Travel Industry. Korean journal of Tourism Management Association, 22(2), 351-367.
Akerjordet, K., & Everinsson, E. (2007). Emotional Intelligence:A Review of the Literature with Specific Focus on Empirical and Epistemological Perspectives,” Journal of Clinical Nursing, 16, 1405-1416.
Anerson, James C., & Gerbing, David W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411-423.
Bar-On, R. (1997). Bar-On Emotional Quotient Inventory(EQ-I):Technical Manual Toronto, Canada: Multifactor Leadership Questionnaire, Palo Alto, CA: Consulting Psychologists Press.
Bardzil, Phiip, & Slaski, Mark (2003). Emotional Intelligence:Fundamental Competencies for Enhanced Service Provision. Managing Services Quality, 13(2), 97-104.
Caldwell, D. F., & O’Reilly, C. A. (1990). Measuring Person-job Fit with a Profile-Comparison Process. Journal of Applied Psychology, 75(6), 648-657.
Caruso, D. R., Mayer, J. D., & Salovey, P. (2002). Emotional Intelligence and Emotional Leadership. In Riggio, R. E., & Murphy, S. (Eds.). Multiple Intelligences and Leadership (pp.55-74), Mahwah, NJ: Lawrence Erlbaum,
Chatman, J. A. (1991). Match People and Organizations:Selection and Socialization in Public Accounting Firms. Administrative Science Quarterly, 36, 459-484.
Chaudhry, Amjad Ali, & Usman, Abid (2011). An Investigation of the Relationship between Employees’ Emotional Intelligence and Performance. African Journal of Business Management, 5(9), 3556-3562.
Clarke, Nicholas (2006). Developing Emotional Intelligence Through Workplace Learning: Finding from a Case Study in Healthcare. Human Resource Development International, 9(4), 447-465.
Chung, Ihn-Hee (2005). A Study on the Job Aptitudity of Fashion Salesperson. Korean Journal of Distribution Research, 10(2), 73-97.
Codier, E. B., Kooker, M., & Shoultz, J. (2008). Measuring the Emotional Intelligence of Clinical Staff Nurses: An Approach for Improving the Clinical Care Environment. Nursing Administration Quarterly, 32(1), 8-14.
Cooper, R., & Sawaf, A. (1997). Executive WQ. London, UK :Orion Books.
Cote, S., & Miners, C. T. H. (2006). Emotional Intelligence, Cognitive Intelligence. Administrative Science Quarterly, 51(1), 1-28.
Davies, M., Stankov, L., & Roberts, R. D. (1998). Emotional Intelligence: In Search of an Exclusive Construct. Journal of Personality and Social Psychology, 75, 989-1015.
Daus, D., & Ashkanasy, N. (2005). Rumors of the Death of Emotional Intelligence in Organizational Behavior are Greatly Exaggerated. Journal of Organizational Behavior, 26, 441-452.
Chaudhry, Amjad Ali, & Usman, Abid (2011). An Investigation of the Relationship between Employees’ Emotional Intelligence and Performance. African Journal of Business Management, 5(9), 3556-3562.
Cote, S., & Miners, C. T. H. (2006). Emotional Intelligence, Cognitive Intelligence. Administrative Science Quarterly, 51(1), 1-28.
Edwards, J. R. (1991). Person-Job Fit: A Conceptual Integration, Literature Review, and Methodological Critique. International Review of Industrial and Organizational Psychology, 6, 283-357.
Foo, M. D., Elfenbein, H. A., Tan, H. H., & Aik, V. C. (2004). Emotional Intelligence and Negotiation: The Tension between Creating and Claiming Values. The International Journal of Conflict Management, 15(4), 411-429.
Furnham, A., Petrides, K. V., Tsaousis, I., Pappas, K., & Garrod, D. (2005). A Cross-Cultural Investigation into the Relationships between Personality Traits and Work Values. The Journal of Psychology, 139(1), 5-32.
Goleman, Daniel (1995). Emotional Intelligence. New York:Bantam Books.
Goleman, D. (1998). Working with Emotional Intelligence. New York, NY.: Bantam.
Goleman, D., Boyatzis, R., & McKee, A. (2002). The Emotional Reality of Teams. Journal of Organizational Excellence, 21(2), 55-65.
Goleman, Daniel, Boyatzis, Richard, & Mckee, Annie (2002). Primal Leadership: Realizing the Power of Emotional Intelligence. Boston, Mass: Harvard Business School Press.
Hackman, J. R., & Oldham, G. R. (1975). Development of the Job Diagnostic Survey. Journal of Applied Psychology, 60, 159-170.
Hirschi, Andreas (2011). Effects of Orientations to Happiness on Vocational Identify Achievement. The Career Development Quarterly, 59(June), 367-378.
Hwang, Phil-Joo, Lee, In-Suk, & Jeon, Moo-Kyeong (2011). The Influence of Employees’ Emotional Intelligence on Job Satisfaction and Organizational Citizenship Behavior. Productivity Review, 25(3), 311-330.
Jung, Jin-Chul, & Choi, Tae-Hee (2010). The Roles of the Organizational Trust and Psychological Empowerment on the Relationship between High Involvement HR System and Employee Commitment. Productivity Review, 24(4), 35-64.
Kang, Da-Heon, & Kim, Min-Kyung (2012). A Study on the Effects of the Person-Environment Fit of Hotel Employees’ on Job Satisfaction and Customer Orientation. Korean Journal of Tourism and Hospitality Research, 26(3), 345-360.
Kim, Sang-Hee (2006). A Study on Relationship of Salesperson’s Emotional Intelligence, Burnout, and Customer-Oriented Selling Behavior. Korean Journal of Management Research, 35(1), 183-225.
Kim, Sang-Hee (2010). Can Salesperson’s Emotional Intelligence Make a Customer Happy?: Integrated Approach in the Internal Marketing and the External Marketing. Korean Journal of Management Research, 39(6), 1585-1621.
Kim, Tae-Hee, & Chang, Kyung-Ro (2007). Influence of Person-Organization Fit and Person-Job Fit on Intentions to Leave an Employer and Intentions to Leave a Profession among Instructors in Sport Centers. Korean Journal of Sport Science, 18(4), 197-207.
Kristof-Brown, A. L., Zimmerman, R. D.. & Johnson, E. C. (2005). Consequences of Individuals’s Fit at Work: A Meta-Analysis of Person-Job, Person-Organization, Person-Group, and Person-Supervisor Fit. Personnel Psychology, 58, 281-342.
Lauver, K. J., & Kristof-Brown, A. (2001). Distinguishing between Employee’s Perceptions of Person-Job and Person-Organization Fit. Journal of Vocational Behavior, 59, 454-470.
Mayer, J. D., & Salovey, P. (1997). What is Emotional Intelligence?. New York: Basic Books.
McQueen, A. C. H. (2004). Emotional Intelligence in Nursing Work. Journal of Advanced Nursing, 47, 101-108.
Nikolaou, I., & Tsaousis, I. (2002). Emotional Intelligence in the Workplace: Exploring Its Effects on Occupational Stress and Organizational Commitment. International Journal of Organizational Analysis, 10, 327-342.
O’Reilly, C. A., Chatman, J., & Caldwell, D. F. (1991). People and Organizational Culture: a Profile Comparison Approach to Assessing Person-Organization Fit. Academy of Management Journal, 34(3), 487-516.
Othman, Abdul Kadir (2011). Emotional Intelligence and Employees’ Innovator Role: the Moderating Effect of Service Types. Asian Social Science, 7(10), 151-160.
Palmer, B., Donaldson, D., & Stough, C. (2002). Emotional Intelligence and Life Satisfaction. Personality and Individual Differences, 33, 1091-1100.
Park, N. (2004). The Role of Subjective Well-being in Positive Youth Development. The Annals of the American Academy of Political and Social Science, 591, 25-39.
Park, Yoo-Sik, & Chae, Hee-Nam (2011). The Influences of Emotional Intelligence in Customer Innovativeness:Focused on ‘Sensation Seeking Tendency’ and Need for Intelligence. Korean Journal Company Management Research, 18(3), 55-91.
Patterson, P. G., & Smith, T. (2001). Modeling Relationship Strength Across Service Types in a Eastern Culture. International Journal of Service Industry Management, 12(2), 90-113.
Pau, A. K. Croucher, H., Sohanpal, R., Muirhead, V., & Seymour, K. (2004). Emotional Intelligence and Stress Coping in Dental Undergraduates-a Qualitative Study. British Dental Journal , 197, 205-209.
Petrids, K. V., & Furnham, A. (2006). The Role of Trait Emotional Intelligence in a Gender-Specific Model of Organizational Variable. Journal of Appled Social Psychology, 36(2), 552-569.
Salovey, P., & Mayer, J. D. (1990). Emotional Intelligence. Imagination, Cognition and Personality, 9, 185-211.
Salovey, P., Stround, L., Woolery, A., & Epel, E. (2002). Perceived Emotional Intelligence, tress Reactivity and Symptom Reports: Furthers Explorations Using the Trait Meta-Mood Scale. Psychology and Health, 17, 611-627.
Sarangi, Swatee, & Aakanksha, Vats (2015). Role of Emotional Intelligence on Employee Engagement: A Study among Indian Professionals. International Journal of Business and Management, 10(6), 224-233.
Seng, Nak-Chung, Moon, Jae-Seung, & Park, Kye-Hong (2016). The Effect of Distribution Enterprise Leader’s Coaching Behavior on Organizational Citizenship Behavior and Turnover Intention: Mediating Role of Authentic Leadership and Moderating Role of Emotional Intelligence. Journal of Distribution Science, 14(1), 75-84.
Seong, Jee-Young, Park, Won-Woo, & Yun, Seok-Hwa (2008), The Effect of Person-Environment(Organization, Supervisor, Coworker) Fit, on Organizational Citizenship Behavior and Performance, and the Mediating Effect of Justice. Korean Journal of Human Organization Research, 16(2), 1-62.
Schein, E. H. (1980). Organizational Psychology (ed.). Englewood Cliffs, NJ: Prentice Hall.
Schneider, B., & Bowen, A. (1993). The Service Organization:Human Resources Management is Crucial. Organizational Dynamics, 21(4), 39-52.
Slaski, M., & Cartwright, S. (2002). Health Performance and Emotional Intelligence: An Exploratory Study of Retail Managers. Stress and Health, 18(2), 63-68.
Stough, C., & Guara, De D. (2003). Examining the Relationship between Emotional Intelligence and Job Performance. Australian Journal of Psychology, 55, 145.
Suliman, A. M., & Al-Shaikh, F. N. (2006). Emotional Intelligence at Work: Links to Conflict and Innovation. Employee Relations, 29(2), 208-220.
Sy, T., S. Tram, & O’Hara, L. A. (2006). Relation of Employee and Manager Emotional Intelligence to Job Satisfaction and Performance. Journal of Vocational Behavior, 68, 461-473.
Thompson, H., & Werner, J. (1997). The Impact of Role Conflict/Facilitation on Core and Discretionary Behaviors:Testing a Mediated Model. Journal of Management, 23(4), 583-601.
Wharton, A. S. (1999). The Psychosocial Consequences of Emotional Labor. The ANNALS of the American Academy of Political and Social Science, 561(1), 158-176.
Wilson, Alan, & Frimpong, Jacob (2004). A Reconceptualisation of the Satisfaction Service Performance Thesis. Journal of Services Marketing, 18(6), 471-481.
Wong, C. S., & Law, K. S. (2002). The Effects of Leader and Follower Emotional Intelligence on Performance and Attitude: An Exploratory Study. The Leadership Quarterly, 13(3), 243-274.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations