Overview

In a world where emotions drive decisions and interactions, Emotional Intelligence (EI) emerges as a critical skill for professionals striving for excellence. This groundbreaking study delves into the transformative role of Emotional Intelligence in enhancing Employee Service Quality (ESQ) in India's dynamic Information Technology (IT) sector. Blending cutting-edge research with practical insights, this book examines how Emotional Intelligence-encompassing Self-Awareness, Self-Management, Social Awareness, and Relationship Management-empowers employees to deliver exceptional service, even amidst rapid technological advancements. By exploring the mediating role of Organizational Commitment (ORCM), this book reveals how a committed workforce bridges the gap between emotional aptitude and service excellence. Drawing from the expertise of renowned psychologists Daniel Goleman and Richard Boyatzis, and leveraging established frameworks like the SERVQUAL model and Mowday's Organizational Commitment scale, the book offers a robust methodological approach. Through a meticulously designed survey of IT professionals, analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), the findings demonstrate the significant positive impact of Emotional Intelligence on service quality, both directly and through organizational commitment. With insights grounded in empirical evidence, this book is an invaluable resource for business leaders, HR professionals, and researchers seeking to cultivate emotionally intelligent teams and foster unwavering commitment to service quality. Join us in uncovering how Emotional Intelligence, coupled with Organizational Commitment, can revolutionize the IT service landscape and drive sustainable success. """"Discover the power of emotions to transform service quality in the ever-evolving IT world!""""

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9789999323246

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