THE INFLUENCE OF EMOTIONAL INTELLIGENCE ON CALL CENTER AGENTS’ PSYCHOLOGICAL WELL-BEING AND JOB PERFORMANCE IN THE INFORMATION AND COMMUNICATION TECHNOLOGY BUSINESS GROUP
Keywords:
Emotional Intelligence, Psychological Well-being, Job Performance, Call Center AgentAbstract
The purpose of this study was to examine the goodness of fit between the developed causal model emotional intelligence affecting call center agents’ psychological well-being and job performance in the information and communication business group and empirical data. Data were collected from 425 call center agents of the information and communication technology business group by questionnaires. SPSS for windows was used for rudimentary data analysis. LISREL was used for analyzing the goodness of fit of model. The results revealed that: (1) the proposed model of emotional intelligence affecting call center agents’ psychological well-being and job performance in the information and communication business group was modified to fit the data and chi-square value and goodness of fit indices of model was acceptable: χ2= 73.51, p-value = .95, GFI = .98 AGFI = .96, SRMR = .025, RMSEA= 0.00, and CN = 757. Emotional intelligence and psychological well-being accounted for 45 percent of variance in job performance, (2) emotional intelligence and psychological well-being had direct effect on job performance, and (3) emotional intelligence had indirect effect on job performance through psychological well-being.
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