Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel

Catherine Prentice, Brian Edward Melville King

Research output: Journal article publicationJournal articleAcademic researchpeer-review

10 Citations (Scopus)


Following a mediation theory between basic personality trait and performance evaluation, the present research argues trait emotional intelligence (EI) as a personality trait, and examines evidence for the existence of a hierarchical model between trait EI and service performance. A survey was administered to personnel within a large service organization in the Asia-Pacific region. A hierarchical regression analysis on the 152 valid responses confirmed the validity of the proposed hierarchical relationship leading to conclusions about the applicability of the findings in service settings. The study findings provide insights into EI research from the construct operationalization perspective, extending into the broader theoretical context.
Original languageEnglish
Article number633426
Pages (from-to)34-48
Number of pages15
JournalServices Marketing Quarterly
Issue number1
Publication statusPublished - 1 Jan 2012
Externally publishedYes


  • basic trait
  • customer orientation
  • emotional intelligence
  • frontline employees
  • service performance
  • surface trait

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)


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