Drishtikon: A Management Journal

Deepa Nair ¹, R Gopal ², C. Babu ³

Affiliations
1 Assistant Professor YMT College of Management, Sector-4, Institutional Area Kharghar-410210.
2 Director, Department of Business Management, Padmashree Dr.D.Y. Patil University, Belapur , Navi Mumbai
3 Director, YMT College of Management, Sector-4, Institutional Area Kharghar-410210

Abstract

The Impact of the affective component of Emotional Intelligence on Job Satisfaction becomes very interesting especially when we are talking about the frontline employees who are the visible face of the organization. The frontline retail staff are the first point of contact for the customers. They can be considered to be doing emotional labor as they are dealing in and out with the whims and fancies of a continuous stream of customers. In this context it would be interesting to study whether a high Emotional Intelligence leads to job satisfaction for the employee or not? The person -Job fit has to be considered so that the frontline staff can convert the footfalls in the retail outlet to actual sales. No study has been conducted in this area so this research paper endeavors to find out this missing link.This is a causal study. The questionnaire consists of 26 items in the Likert Scale. A survey was conducted at the 7 Globus retail stores in Mumbai viz: Bandra, Kalaghoda, Thane, Ghatkopar, Vashi-City Centre, Vashi -Inorbit Mall and Dahisar. The entire population of employees in the level of Store Managers and Department Managers and sales executives were taken for the purpose of the study.

Full Text