Daha İyi Bireysel İş Performansı Arayışında Duygusal Zekanın Etkisinin Test Edilmesi

Year 2022, Volume: 11 Issue: 1, 230 - 245, 31.01.2022

Ahmet Mumcu , Sema Yiğit

https://doi.org/10.33206/mjss.927192

Cited By: 3

Abstract

 Bu araştırmanın amacı duygusal zekanın çalışanların bireysel iş performansları üzerindeki etkisini test etmektir. Araştırmada duygusal zekanın ölçümünde başkalarının duygularını değerlendirme (BDD), kendi duygularını değerlendirme (KDD), duyguların kullanımı (DK) ve duyguların düzenlenmesi (DD) olmak üzere dört boyuttan oluşan Wong ve Law Duygusal Zekâ Ölçeği (WLEIS) kullanılmıştır. Çalışanların iş performansları ölçümünde ise araştırmanın yapıldığı işletmenin oluşturduğu performans kriterleri doğrultusunda belirlenmiş performans puanları kullanılmıştır. Çalışmanın amacı doğrultusunda araştırma verileri 219 çağrı merkezi çalışanından online anket formu ile elde edilmiştir. Araştırma verilerinin test edilmesinde yapısal eşitlik modeli kullanılmıştır. Yapılan analizler neticesinde başkalarının duygularını değerlendirme, kendi duygularını değerlendirme ve duyguların düzenlenmesi boyutlarının çalışanların bireysel iş performansı üzerinde anlamlı bir etkisi olmadığı belirlenmiştir. Duygusal zekanın alt boyutlarından duyguların kullanımının ise iş performansı üzerinde pozitif yönlü anlamlı bir etkiye (β: 0,212; p<0.005) sahip olduğu tespit edilmiştir.

Keywords

Duygusal Zekâ, İş Performansı, Çağrı Merkezi Çalışanları

In The Pursuit of Better Individual Job Performance Testing the Impact of Emotional Intelligence

Abstract

    The aim of this study is to test the effect of emotional intelligence on employees’ individual job performance. The Wong and Law Emotional Intelligence Scale (WLEIS) were adopted to measure the emotional intelligence of employees which is consisted of four dimensions: (1) self-emotional appraisal (SEA), (2) others’ emotional appraisal (OEA), (3) use of emotion (UOE), and (4) regulation of emotion (ROE). Performance scores determined in line with the performance criteria established by the company where the research was conducted were used in measuring the job performance of the employees. In the context of the study, research data were obtained from 219 call center employees using an online questionnaire. The structural equation model was used to test the research data. As a result of the analysis, it was determined that the dimensions of self-emotional appraisal, others’ emotional appraisal, and regulation of emotion did not have a significant effect on the individual job performance of the employees. However, it was found that the use of emotions dimension had a positive and significant effect (β: 0,212; p <0.005) on job performance.

Keywords

Emotional Intelligence, Job Performance, Call Center Employees

References

• Alferaih, A. (2017). Conceptual model for measuring Saudi banking managers’ job performance based on their emotional intelligence (EI). International Journal of Organizational Analysis, 25(1), 123-145. doi:10.1108/IJOA-10-2014-0807
• Arvey, R. D. ve Murphy, K. R. (1998). Performance evaluation in work settings. Annual Review of Psychology, 49(1), 141-168. doi: 10.1146/annurev.psych.49.1.141
• Ashkanasy, N. M. ve Daus, C. S. (2002). Emotion in the workplace: The new challenge for managers. Academy of Management Executive, 16(1), 76-86. doi: 10.5465/AME.2002.6640191
• Ashkanasy, N. M., Ashton-James, C. E. ve Jordan, P. J. (2003). Performance impacts of appraisal and coping with stress in workplace settings: The role of affect and emotional intelligence. In P. Perrewe, ve D. Ganster (Eds.), Emotional and Physiological Processes and Positive Intervention Strategies (Research in Occupational Stress and Well Being, Vol. 3) (pp. 1- 43). Bingley: Emerald Group Publishing Limited.
• Austin, E. J. (2004). An investigation of the relationship between trait emotional intelligence and emotional task performance. Personality and Individual Differences, 36(8), 1855-1864. doi: 10.1016/j.paid.2003.07.006
• Bar-On, R. (2000). Emotional and social intelligence: Insights from the Emotional Quotient Inventory In R. Bar-On, ve J. D. A. Parker (Eds.), The handbook of emotional intelligence: The theory and practice of development, evaluation, education, and application-at home, school, and in the workplace (pp. 363-388). San Fransisco: Jossey-Bass.
• Bar-On, R. (2006). The Bar-On model of emotional-social intelligence. Psicothema, 18, 13-25. Erişim Adresi: http://www.psicothema.com/pdf/3271.pdf
• Bar-On, R. (2010). Emotional intelligence: an integral part of positive psychology. South African Journal of Psychology, 40(1), 54-62. doi: 10.1177/008124631004000106
• Bernardin, H. J. ve Beatty, R. W. (1984). Performance appraisal: Assessing human behavior at work. California: Kent Publishing.
• Black, J., Kim, K., Rhee, S., Wang, K., ve Sakchutchawan, S. (2019). Self-efficacy and emotional intelligence: Influencing team cohesion to enhance team performance. Team Performance Management, 25(1/2),100-119. doi: 10.1108/TPM-01-2018-0005.
• Boohene, R., Gyimah, R. A. ve Osei, M. B. (2019). Social capital and SME performance: The moderating role of emotional intelligence. Journal of Entrepreneurship in Emerging Economies, 12(1), 79-99. doi: 10.1108/JEEE-10-2018-0103
• Borman, W. C. ve Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. In N. Schmitt, ve W. C. Borman (Eds.), Personnel Selection in Organizations (pp. 71-98). New York: Wiley.
• Campbell, J. P. (1990). Modeling the performance prediction problem in industrial and organizational psychology. In M. D. Dunnette, ve L. M. Hough (Eds.), Handbook of industrial and organizational psychology (pp. 687–732). California: consulting psychologistic press.
• Campbell, J. P., McCloy, R. A., Oppler, S. H., ve Sager, C. A. (1993). A theory of performance. In N. Schmitt, ve W. C. Borman (Eds.), Personnel Selection in Organizations (pp. 35-70). New York: Wiley.
• Campbell, J. P., Mchenry, J. J. ve Wise, L. L. (1990). Modeling job performance in a populatıon of jobs. Personnel Psychology, 43(2), 313-333. doi: 10.1111/j.1744-6570.1990.tb01561.x
• Carmeli, A. ve Josman, Z. E. (2006). The relationship among emotional intelligence, task performance, and organizational citizenship behaviors. Human Performance, 19(4), 403-419. doi:10.1207/s15327043hup1904_5
• Castillo, M. Á. ve Valle, I. D. (2017). Is emotional intelligence the panacea for a better job performance? A study on low-skilled back office jobs. Employee Relations, 39(5), 683-698. doi:10.1108/ER-11-2016-0216
• Cherniss, C. (2000). Social and emotional competence in the workplace. In R. Bar-On ve J. D. A. Parker (Eds.), The Handbook of Emotional Intelligence: The theory and practice of development, evaluation, education, and application-at home, school, and in the workplace (pp. 433-458). San Fransisco: Josey Bass.
• Côté, S. ve Miners, C. T. (2006). Emotional intelligence, cognitive intelligence, and job performance. Administrative Science Quarterly, 51(1), 1-28. doi: 10.2189/asqu.51.1.1
• Day, A. L. ve Carroll, S. A. (2004). Using an ability-based measure of emotional intelligence to predict individual performance, group performance, and group citizenship behaviors. Personality and Individual Differences, 36(6), 1443-1458. doi: 10.1016/S0191-8869(03)00240-X
• Develi, A. (2020). Çalışma yeterliliği, iş tatmini ve görev performansı ilişkisini belirlemeye yönelik bir araştırma (Doktora Tezi). Osmaniye Korkut Ata Üniversitesi Sosyal Bilimler Enstitüsü, Osmaniye.
• Dirican, A. H. (2013). Duygusal zekanın örgütsel vatandaşlık davranışı ve üretkenlik karşıtı davranışlar üzerine etkisi (Doktora Tezi). Gebze Yüksek Teknoloji Enstitüsü Sosyal Bilimler Enstitüsü, Kocaeli.
• Feyerherm, A. E. ve Rice, C. L. (2002). Emotional intelligence and team performance: The good, the bad and the ugly. The International Journal of Organizational Analysis, 10(4), 343-362. doi: 10.1108/eb028957
• Gardner, H. (1983). Frames of mind: The theory of multiple intelligences. New York: Basic Books.
• Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. London: Bloomsbury Publishing.
• Goleman, D. (2001). Emotional intelligence: Issues in paradigm building. In C. Cherniss, ve D. Goleman(Eds.), The emotionally intelligent workplace: How to select for,measure, and improve emotional intelligence in individuals, groups, and organizations (pp. 13-26). New York: Jossey-Bass.
• Gökçen Kapusuz, A. (2019). İş hayatında duygusal zekâ perspektifinden örgütsel sosyalleşme süreci, Manas Sosyal Araştırmalar Dergisi, 8(1), 231-245. doi: 10.33206/mjss.518971.
• Guilford, J. P. (1956). The structure of intellect. Psychological Bulletin, 53(4), 267-293. doi:10.1037/h0040755
• Gürbüz, S. ve Yüksel, M. (2008). Çalışma ortamında duygusal zeka: İş performansı, iş tatmini, örgütsel vatandaşlık davranışı ve bazı demografik özelliklerle ilişkisi. Doğuş Üniversitesi Dergisi, 9(2), 174-190. Erişim Adresi: http://journal.dogus.edu.tr/index.php/duj/article/view/68/83
• Higgs, M. (2004). A study of the relationship between emotional intelligence and performance in UK call centres. Journal of Managerial Psychology, 19(4), 442-454. doi: 10.1108/02683940410537972
• Jamshed, S. ve Majeed, N. (2019). Relationship between team culture and team performance through lens of knowledge sharing and team emotional intelligence. Journal of Knowledge Management, 23(1), 90-109. doi: 10.1108/JKM-04-2018-0265
• Kamassi, A., Boulahlib, L., Manaf, N. A. ve Omar, A. (2021). Emotional labour strategies and employee performance: The role of emotional intelligence. Management Research Review, 43(2), 133-149. doi: 10.1108/MRR-03-2019-0097
• Keser, A. (2006). Çağrı merkezi çalışanlarında iş yükü düzeyi ile iş doyumu ilişkisinin araştırılması, Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11(1), 100-119. Erişim Adresi: http://kosbed.kocaeli.edu.tr/sayi11/keser.pdf
• Kim, H. T. (2020). Linking managers’ emotional intelligence, cognitive ability and firm performance: Insights from Vietnamese firms. Cogent Business ve Management, 7(1), 1-22. doi: 10.1080/23311975.2020.1829272
• Matthews, G., Zeidner, M. ve Roberts, R. D. (2002). Emotional intelligence science and myth. Massachusetts: The MIT Press.
• Mayer, J. D. (2001). A field guide to emotional inlelligence. In J. V. Ciarrochi, J. P. Forgas, ve J. D. Mayer (Eds.), Emotional intelligence in everyday life: A scientific inquiry (pp. 3-24). New York: Psychology Press.
• Mayer, J. D., DiPaolo, M. ve Salovey, P. (1990). Perceiving affective content in ambiguous visual stimuli: A component of emotional ıntelligence. Journal Of Personality Assessment, 54(3- 4), 772-781. doi: 10.1080/00223891.1990.9674037
• Mayer, J. D., Salovey, P. ve Caruso, D. (2000a). Models of emotional intelligence. In R. J. Sternberg (Ed.), Handbook of emotional intelligence (pp. 396-422). Cambridge: Cambridge University Press.
• Mayer, J. D., Salovey, P. ve Caruso, D. R. (2000b). Emotional intelligence as zeitgeist, as personality, and as a mental ability. In R. Bar-On, ve J. D. Parker (Eds.), The handbook of emotional ıntelligence: The theory and practice of development, evaluation, education, and application-at home, school, and in the workplace (pp. 92-117). San Fransisco: Josey Bass.
• Menges, J. I. ve Bruch, H. (2009). Organizational emotional intelligence and performance: an empirical study. In C. E. Hartel, W. J. Zerbe, ve N. M. Ashkanasy (Eds.), Emotions in groups, organizations and cultures (Research on Emotion in Organizations, Vol. 5) (pp. 181-209). Bingley: Emerald Group Publishing Limited. doi: 10.1108/S1746-9791(2009)0000005010
• Molina, D. C., Déniz-Déniz, M. C. ve García-Cabrera, A. M. (2019). The HR decision-maker’s emotional intelligence and SME performance. Management Research Review, 43(1), 56-81. doi: 10.1108/MRR-10-2018-0373
• Motowidlo, S. J., ve Kell, H. J. (2012). Job performance. In I. B. Weiner, N. W. Schmitt, ve S. Highhouse(Eds.), Handbook of psychology, Vol. 12 Industrial and organizational psychology (pp. 82-103). New Jersey: Wiley. 10.1002/9781118133880.hop212005
• Motowidlo, S. J. ve Scotter, J. R. (1994). Evidence that task performance should be distinguished from contextual performance. Journal of Applied Psychology, 79(4), 475-480. doi: 10.1037/0021-9010.79.4.475
• Nel, H. ve Villiers, W. S. (2004). The relationship between emotional intelligence and job performance in a call centre environment. SA Journal of Industrial Psychology, 30(3), 75-81. doi: 10.1016/j.sbspro.2014.03.650
• O'Boyle, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H. ve Story, P. A. (2011). The relation between emotional intelligence and job performance: A meta‐analysis. Journal of Organizational Behavior, 32(5), 788-818. doi: 10.1002/job.714
• O'Connor, P. J., Hill, A., Kaya, M. ve Martin, B. (2018). The measurement of emotional ıntelligence: A critical review of the literature and recommendations for researchers and practitioners. Frontiers in Psychology, 10, 1-19. doi: 10.3389/fpsyg.2019.01116
• Özbezek, B. D. ve Paksoy, H. M. (2017). Liderlik etme motivasyonu ve duygusal zekâ arasındaki ilişkide öz yeterliliğin rolü üzerine bir araştırma. International Journal of Disciplines Economics ve Administrative Sciences Studies, 3(4), 248-269. doi: 10.26728/ideas.42.
• Petrides, K. ve Furnham, A. (2000). On the dimensional structure of emotional intelligence. Personality and Individual Differences, 29(2), 313-320. doi: 10.1016/S0191-8869(99)00195-6
• Rapisarda, B. A. (2002). The Impact of emotional intelligence on work team cohesiveness and performance. The International Journal of Organizational Analysis, 10(4), 363-379. doi: 10.1108/eb028958
• Rezvani, A., Barrett, R. ve Khosravi, P. (2019). Investigating the relationships among team emotional intelligence, trust, conflict and team performance. Team Performance Management, 25(1/2), 120-137. doi: 10.1108/TPM-03-2018-0019
• Salovey, P. ve Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211. doi: 10.2190/DUGG-P24E-52WK-6CDG
• Shamsuddin, N. ve Rahman, R. A. (2014). The Relationship between emotional intelligence and job performance of call centre agents. International Conference on Innovation, Management and Technology Research (pp. 75-81). Malaysia: Procedia - Social and Behavioral Sciences.
• Shih, H. A. ve Susanto, E. (2010). Conflict management styles, emotional intelligence, and job performance in public organizations. International Journal of Conflict Management, 21(2), 147-168. doi: 10.1108/10444061011037387
• Singh, D. (2006). Emotional intelligence at work a professional guide (Third Edition). New Delhi: Response Books.
• Taylor, G. J., Parker, J. D. ve Bagby, R. M. (1999). Emotional intelligence and the emotional brain: Points of convergence and implications for psychoanalysis. The Journal of the American Academy of Psychoanalysis, 27(3), 339-354. doi: 10.1521/jaap.1.1999.27.3.339
• Thorndike, E. L. (1920). Intelligence and its uses. Harper's Magazine, 140, 227-235. Erişim Adresi: https://psycnet.apa.org/record/1920-10067-001
• Turhan, M. ve Çetinsöz, B. C. (2019). Duygusal zekâ ve motivasyon arasındaki ilişki: Turizm programı öğrencileri üzerine bir araştırma. Elektronik Sosyal Bilimler Dergisi 18(69), 268-287. doi:10.17755/esosder.438269
• Viswesvaran, C. ve Ones, D. S. (2000). Perspectives on models of job performance. International Journal of Selection and Assessment, 8(4), 216-226. doi: 10.1111/1468-2389.00151
• Waldman, D. A. ve Spangler, W. D. (1989). Putting together the pieces: A closer look at the determinants of job performance. Human Perfromance, 2(1), 29-59. doi: 10.1207/s15327043hup0201_2
• Wong, C. S. ve 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. doi: 10.1016/S1048-9843(02)00099-1
• Yazıcıoğlu, Y. ve Erdoğan, S. (2004). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri. Ankara: Detay Yayıncılık.
• Yoke, L. B. ve Panatik, S. A. (2015). Emotional Intelligence And Job Performance Among School Teachers. Asian Social Science, 11(13), 227-234. doi: 10.5539/ass.v11n13p227
• Zeidner, M., Matthews, G. ve Roberts, R. D. (2004). Emotional intelligence in the workplace: A critical review. Applied Psychology: An International Review, 53(3), 371-399. doi: 10.1111/j.1464- 0597.2004.00176.x