The Effect of a Manager’s Emotional Intelligence on Employees’ Work Outcomes in the Insurance Industry in Jordan

Taghrid S Suifan,Rateb J Sweis,Ayman Bahjat Abdallah

doi:10.5539/ibr.v8n9p67

Abstract

This study investigates the effect of emotional intelligence on employees’ work outcomes of job satisfaction, organizational commitment, and customer service behavior in Jordan. Emotional intelligence was measured using Emotional Competence Inventory (ECI) model. Data were collected from 193 respondents in the insurance industry. Linear regressions were used to test the hypothesized effects. The results indicate that all emotional intelligence dimensions of self-awareness, self-management, social awareness, and relationship management positively and significantly affect all employees’ work outcomes. Additionally, the results show that emotional intelligence overall scale positively and significantly affects employees’ work outcomes.

Highlights

1.1 Background and Significance of the ProblemThe concept of emotional intelligence has become increasingly popular in today‟s competitive world
We empirically investigated the effect of a manager‟s emotional intelligence on employees‟ work outcomes in the insurance industry in Jordan
The results in the previous section show that all emotional intelligence (EI) dimensions positively affect the three work outcomes considered in our study

Summary

Introduction

1.1 Background and Significance of the ProblemThe concept of emotional intelligence ( referred to as „EI‟) has become increasingly popular in today‟s competitive world. EI origins can be located at the concept of social intelligence (Trivellas, 2013) and is somewhat related to the concept of cultural intelligence „CQ‟ which is defined as an individual‟s capability to behave and manage effectively in culturally diverse settings (Early & Ang, 2003). In his theory of multiple intelligences, Gardner (1983) lists interpersonal and intrapersonal intelligences that are closely related to social intelligence, and though Gardner did not explicitly use the term EI, his ideas of interpersonal and intrapersonal intelligences paved the way for the disclosure of EI

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