INFLUENCE OF EMOTIONAL INTELLIGENCE ON EMPLOYEE SERVICE PERFORMANCE IN BANKING SECTOR

Abstract

This research is conducted in banking sector which is among largest service sector of the world. Bank employees constantly deal with the customers as well as with each other. Current study aims to examine the relationship between four abilities of emotional intelligence namely understanding emotions, using emotions, managing emotions and perceiving emotions and employee service performance in banking sector. In banking sector during continuous work overload, employees sometime feel anger, stress, anxiety, agitation, irritability and depression which require emotional labor at time. This situation often affects the performance of employees due to which they become unable to perform their job properly. During this time abilities of emotional intelligence can save employees from performance downfall and can help them to maintain their service performance. Our research indicated that four abilities of emotional intelligence are directly related with employee service performance. Each ability impacts on employee service performance directly and each is a distinct predictor of employee service performance. This study also proved the significance of previous studies which investigated that emotional intelligence abilities have direct impact on the employees of service sector. Current research can be helpful in service sectors other than banks.