Daha İyi Bireysel İş Performansı Arayışında Duygusal Zekanın Etkisinin Test Edilmesi

Öz

 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.

Anahtar Kelimeler

• Duygusal Zekâ
• İş Performansı
• Çağrı Merkezi Çalışanları

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

Öz

    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.

Anahtar Kelimeler

• Emotional Intelligence
• Job Performance
• Call Center Employees

Kaynakça

1. 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
2. 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
3. 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
4. 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.
5. 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
6. 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.
7. 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
8. 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

9. Bernardin, H. J. ve Beatty, R. W. (1984). Performance appraisal: Assessing human behavior at work. California: Kent Publishing.
10. 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.
11. 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
12. 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.
13. 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.
14. 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.
15. 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
16. 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
17. 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
18. 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.
19. 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
20. 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
21. 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.
22. 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.
23. 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
24. Gardner, H. (1983). Frames of mind: The theory of multiple intelligences. New York: Basic Books.
25. Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. London: Bloomsbury Publishing.
26. 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.
27. 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.
28. Guilford, J. P. (1956). The structure of intellect. Psychological Bulletin, 53(4), 267-293. doi:10.1037/h0040755
29. 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
30. 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
31. 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
32. 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
33. 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
34. 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
35. Matthews, G., Zeidner, M. ve Roberts, R. D. (2002). Emotional intelligence science and myth. Massachusetts: The MIT Press.
36. 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.
37. 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
38. 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.
39. 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.
40. 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
41. 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
42. 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
43. 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
44. 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
45. 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
46. 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
47. 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.
48. 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
49. 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
50. 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
51. Salovey, P. ve Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211. doi: 10.2190/DUGG-P24E-52WK-6CDG
52. 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.
53. 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
54. Singh, D. (2006). Emotional intelligence at work a professional guide (Third Edition). New Delhi: Response Books.
55. 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
56. Thorndike, E. L. (1920). Intelligence and its uses. Harper's Magazine, 140, 227-235. Erişim Adresi: https://psycnet.apa.org/record/1920-10067-001
57. 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
58. 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
59. 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
60. 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
61. Yazıcıoğlu, Y. ve Erdoğan, S. (2004). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri. Ankara: Detay Yayıncılık.
62. 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
63. 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