Abstract
Emotional Intelligence (EI) is expected to assist service providers achieving Job Role effectiveness. Studies have started to demonstrate, even though the evidence is still mixed, the potential advantages of EI for service providers. Since individuals have different personal disposition in terms of gender, the effects of EI vary from one service provider to another. Therefore, this study aims at investigating the moderating effect of gender on the relationship between EI factors (Self Emotional Appraisal, Others' Emotional Appraisal, Regulation of Emotion, and Use of Emotion) and Job Role effectiveness. Analyses of 167 responses revealed that the interactions between gender and Self Emotional Appraisal (SEA), Others' Emotional Appraisal (OEA) as well as Regulation of Emotion (ROE) were statistically significant to affect Job Role effectiveness. Implications for managerial practices and future research are discussed.
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