4 0
Employee engagement and emotional intelligence as factors related to job performance : basis for HR transformational program / 6 6 Ceasar Albert V. Marcelo. - - - xiii, 100 pages 28 cm. - - - - - . - . - 0 . - . - 0 .
Thesis (M.A.)-- Pamantasan ng Lungsod ng Maynila, 2014.;A thesis proposal presented to the faculty of Graduate School of Arts, Sciences and Education in partial fulfillment of the requirements for the degree in Masters of Arts in Psychology major in Industrial Psychology.
5
This study investigated the relationship between the employee engagement and emotional intelligence with job performance. This study was conducted in a BPO company located in the Philippines, with 129 customer service representatives serving as participants. Employee engagement was measured using the Utrecht Worker Engagement Scale (UWES), while emotional intelligence was measured using Genos emotional Intelligence Inventory (GEI). Kgb Philippines provided the job performance scores of the respondents. Demographic data such as age, gender, civil status, and tenure was obtained by incorporating the items in the consolidated questionnaire used in this study. The results of this study concluded that: first, there was a significant difference (p˂0.05) in employee engagement levels among tenure groups. Secondly, there was a significant difference (p˂0.05) in emotional intelligence among gender and tenure groups. Thirdly, there was a significant relationship (p˂0.05) between emotional intelligence and job performance. Lastly, there was a significant relationship between employee engagement and job performance. Based on the data gathered, an engagement action plan specifically for customer service representatives was designed and developed. In addition, a training outline for a potential training program on emotional intelligence was prepared. Finally, it was recommended that further research be conducted to strengthen empirical evidence on the relevance of employee engagement and emotional intelligence in the workplace, by investigating its relationship with other key business metrics such as attrition, retention, customer loyalty and customer satisfaction.
5
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/ 2
/ 2
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Employee engagement and emotional intelligence as factors related to job performance : basis for HR transformational program / 6 6 Ceasar Albert V. Marcelo. - - - xiii, 100 pages 28 cm. - - - - - . - . - 0 . - . - 0 .
Thesis (M.A.)-- Pamantasan ng Lungsod ng Maynila, 2014.;A thesis proposal presented to the faculty of Graduate School of Arts, Sciences and Education in partial fulfillment of the requirements for the degree in Masters of Arts in Psychology major in Industrial Psychology.
5
This study investigated the relationship between the employee engagement and emotional intelligence with job performance. This study was conducted in a BPO company located in the Philippines, with 129 customer service representatives serving as participants. Employee engagement was measured using the Utrecht Worker Engagement Scale (UWES), while emotional intelligence was measured using Genos emotional Intelligence Inventory (GEI). Kgb Philippines provided the job performance scores of the respondents. Demographic data such as age, gender, civil status, and tenure was obtained by incorporating the items in the consolidated questionnaire used in this study. The results of this study concluded that: first, there was a significant difference (p˂0.05) in employee engagement levels among tenure groups. Secondly, there was a significant difference (p˂0.05) in emotional intelligence among gender and tenure groups. Thirdly, there was a significant relationship (p˂0.05) between emotional intelligence and job performance. Lastly, there was a significant relationship between employee engagement and job performance. Based on the data gathered, an engagement action plan specifically for customer service representatives was designed and developed. In addition, a training outline for a potential training program on emotional intelligence was prepared. Finally, it was recommended that further research be conducted to strengthen empirical evidence on the relevance of employee engagement and emotional intelligence in the workplace, by investigating its relationship with other key business metrics such as attrition, retention, customer loyalty and customer satisfaction.
5
2 = =
2
2 --0------
6 --0-- 2 --------
0 2 --
--20------
--------20--
--------20--
----2
/ 2
/ 2
/
/