Abstract
The present study has been undertaken to assess the mediating role
of workplace affects between emotional intelligence and job
satisfaction in a convenient sample (N = 232) of customer service
representatives of cellular services and banks in Sargodha and
Islamabad. The Emotional Intelligence Scale (Wong & Law,
2002), Positive and Negative Affect Schedule (Watson, Clark, &
Tellegen, 1988), and job satisfaction subscale of the Michigan
Organizational Assessment Questionnaire (Camman, Fichman,
Henkins, & Klesh, 1979) has been used for measuring emotional
intelligence, negative and positive emotions at work, and job
satisfaction, respectively. Path analysis has revealed that after
controlling age and job experience, positive affect and emotional
intelligence can positively predict job satisfaction. Positive affect
has fully mediated between emotional intelligence and job
satisfaction suggesting that emotionally intelligent people were
more likely to experience positive affect, which in turn might
enhance their job satisfaction. The proposed structural model has
remained invariant across gender, however, occupation moderated
between emotional intelligence and job satisfaction such that
emotional intelligence positively predicted job satisfaction among
customer service representatives (CSRs) of banking sector only
whereas age has been negative predictor of job satisfaction in
CSRs of cellular industry. Limitations of this study and suggestion
for future research also have been discussed.
Adnan Adil, Anila Kamal. (2016) Workplace Affect as Mediator Between Emotional Intelligence and Job Satisfaction Among Customer Service Representatives, Journal of Behavioural Sciences, Volume 26, Issue 2.
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