Two studies are reported which compare more and less successful account officers (debt collectors) in terms of their emotional intelligence, measured using the BarOn Emotional Quotient Inventory. The findings support the view that higher levels of emotional intelligence lead to enhanced job performance. Implications for selection are considered in the conclusion.
In today's environment, information technology (IT) is invading every aspect of the work place. People at all levels in a wide variety of organizations now find IT an integral part of their activities. Such technologies are used to solve problems, increase productivity, enter new business activities, reduce costs, and gain competitive advantage. With this broad range of technology application, users are challenged to develop and maintain appropriate skills and abilities. Management, in turn, is challenged to provide a skilled workforce to meet strategic organizational demands. Matching end user skills and strategic needs becomes, therefore, a recurring organizational challenge. Some measure of end user skills beyond simple observation would be a useful device for effecting this match. Such a measure would assist in bringing about the availability of pools of skilled talent as required, and enable a more cost efficient application of limited training dollars. Such a measure would far more effectively calibrate the level of skills present and the organization's ability to move in strategic End user computing (EUC) has become a widespread phenomenon in today's organizations. Achieving effective utilization of this technology is a major concern and, consequently, attention should be paid to users' computer ability, a measure of skills for employing technology within a job. Computer ability is affected by job characteristics, individual traits, and individual beliefs surrounding that technology usage. The study is based upon data collected from 264 end users in three organizations. Multiple regression analysis determined that computer anxiety, perceived relative advantage, and skill variety each have a significant relationship with end user ability. The analysis also indicated that ease of use contributes little to the understanding of ability after consideration of the other three variables. Management implications are briefly discussed. directions.This study initiates an investigation of the end user ability construct and begins to explain why individual differences exist in the workplace. A model is proposed based on the premise that differences in end user abilities stem from the three factors which interact in the work environment. These factors include job characteristics, individual traits, and individual beliefs about the system. To outline the perspective taken in this work, the literature is first reviewed, the research model is then presented, and several hypotheses are discussed. The remaining parts of the paper describe the research design, data analysis, and results. The results are discussed in detail to highlight the areas of the research model supported by the work.Background Literature Background Literature Background Literature Background Literature Background Literature An extensive review was conducted to identify previous research pertaining to end user ability. Areas covered in-
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