The Effect of Emotional Intelligence, Servant Leadership, and Organizational Commitment on Organizational Citizenship Behavior: A Study of the South Tangerang City Education and Culture Office

Perkasa, Didin Hikmah; Abadi, Ferryal; Shandy, Dita Febryani Ari

doi:10.2991/aebmr.k.200205.019

Cited by 4 publications

(6 citation statements)

References 5 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In other words, affective commitment needs to consider in the context of efforts to increase OCB through PsyCap. This finding also aligns with previous studies that Psycap has a significant relationship with affective commitment(Surucu et al, 2020;Nguyen & Ngo, 2020), and affective commitment affects OCB (e.g.,Perkasa et al, 2020;Kristian & Ferijani, 2020). Moreover, this evidence also confirms that affective commitment plays a significant role as a mediator of PsyCap on teachers' OCB.…”

supporting

confidence: 73%

On Psychological Capital Affects Organizational Citizenship Behavior Through Affective Commitment

Widodo

Gustari

2021

jhsss

View full text Add to dashboard Cite

This study explores the empirical effect of psychological capital (PsyCap) on organizational citizenship behavior (OCB) mediated by affective commitment. A questionnaire in the Likert scale model collected research data. The sample of this research is 469 teachers of senior schools in Indonesia selected by accidental sampling. Data analysis uses path analysis supported by descriptive statistics and correlational matrics. The study indicates that PsyCap significantly affects teachers’ OCB, directly and indirectly, mediated by affective commitment. Thus, the teachers’ OCB can enhance through PsyCap and affective commitment. Therefore, a new model regarding the effect of PsyCap on teachers’ OCB, mediated by affective commitment, was confirmed. Thus, the researchers and practitioners can adopt or adapt a new empirical model to increase teachers’ OCB through PsyCap and affective commitment in the future.

show abstract

supporting

confidence: 73%

On Psychological Capital Affects Organizational Citizenship Behavior Through Affective Commitment

Widodo

Gustari

2021

jhsss

View full text Add to dashboard Cite

show abstract

“…For me it is always necessary to communicate with the client to have the exact information" (Participant 17). According to Karasneh and Al-Momani (2020) and Perkasa et al (2020), EI is an individual characteristic that enables individuals to process numerous, important and even complex information about their and others' emotional state. In this way, they are prepared to navigate communication that enables them to understand how others think and behave.…”

Section: The Role Of Perceiving and Comprehending Emotionsmentioning

confidence: 99%

Emotional intelligence at the heart of customer orientation: the front-office bank employee perspective

Elbirou

2024

JTS

View full text Add to dashboard Cite

PurposeThis study aims to discern and refine the role of emotional intelligence (EI) in the development of customer orientation among banking employees in Morocco. This analysis seeks to enhance understanding about the significance of this emotional skill within the Moroccan banking sector.Design/methodology/approachThe research embraces an interpretivist philosophical perspective to gain insight into the subjective meanings and experiences of study participants. The methodology employed is qualitative, involving data collected from semi-structured interviews conducted with 21 front-office bank employees. The analysis of the data was conducted through employing thematic analysis.FindingsThe findings of this study conclude that emotional intelligence fosters and stimulates customer orientation for bank employees. The perception, understanding and effective management of emotions – both those of the contact personnel and their customers – enable employees to better comprehend customer reactions. They experience heightened empathy through the impact of accumulated professional experience, adapt their behaviors according to the emotional state of the customer, maintain a positive relationship with them and ultimately gain their confidence.Originality/valueThis study offers clear theoretical explanations and conceptualizations that have identified and linked pertinent literature on the topic. It focuses on a salient subject, investigating how emotional intelligence influences the customer-oriented behavior of front-office bank employees. Notably, this study represents one of the first attempts to explore this relationship within the Moroccan context. As a result, it contributes to the enhancement of managerial practices and human resource policies, thereby fostering a more productive and harmonious working environment.

show abstract

“…According to Karasneh and Al-Momani [32], EI is a personal characteristic that equips individuals to process large and complicated blocks of information regarding their emotional state and others. This prepares them to navigate communication that helps them understand how others think and behave [33]. EI gives people a competitive edge to control their emotions, which supports them to indulge in highly productive activities and forge meaningful relations with others [34].…”

Section: Emotional Intelligence (Ei)mentioning

confidence: 99%

“…However, as an entirety, it ensures the effective and efficient functioning of the organization. OCB is made of two components: the spirit of helping others, such as altruism, and a generalized sense that drives them to do well for the sake of the organization [33]. When a person is known to engage in OCB, the benefits are usually accrued to the organization with no increased indirect costs [38].…”

Section: Organizational Citizenship Behaviormentioning

confidence: 99%

“…Ehrhart said that SL is beneficial for organizations because it helps develop a fair working environment. Perkasa et al [33] concluded that SL positively impacts the employee mindset. It also leads to higher organizational performance, improved leadership integrity, organizational commitment, and improved customer service [45,46].…”

Section: Servant Leadership and Employees' Organizational Citizenship...mentioning

confidence: 99%

See 1 more Smart Citation

Does Servant Leadership Promote Emotional Intelligence and Organizational Citizenship Behavior among Employees? A Structural Analysis

et al. 2022

View full text Add to dashboard Cite

The last two decades have seen a conspicuous rise in the importance of leadership styles. Servant Leadership (SL) is believed to be a pioneering style of leadership that aims to serve others first. Based on the Social Learning Theory and Social Exchange Theory, this study investigates whether SL promotes Organizational Citizenship Behavior (OCB) among employees. In this regard, it also examines what role the employees’ Emotional Intelligence (EI) plays between the two variables. A sample of 422 responses was obtained from the managerial and non-managerial staff service and manufacturing industries using a non-probability sampling technique. The data that was collected was analyzed using the PLS-SEM technique. The results indicated a strong positive relationship between SL and OCB. Moreover, the employees’ EI was also found to mediate the relationship between the two variables partially. The analysis showed that leaders who can serve their followers’ needs and expectations to the best of their abilities could promote and strengthen EI among their employees, which eventually boosted their followers’ behavior’s emotional and motivational aspects. This study suggests that managers adopt an SL style that fosters empathy and trust with their employees. Meeting their employees’ expectations and requirements may boost their EI, which helps them attract positive energy and create an atmosphere of mutual respect and collaboration.

show abstract

The Effect of Emotional Intelligence, Servant Leadership, and Organizational Commitment on Organizational Citizenship Behavior: A Study of the South Tangerang City Education and Culture Office

Cited by 4 publications

References 5 publications

On Psychological Capital Affects Organizational Citizenship Behavior Through Affective Commitment

On Psychological Capital Affects Organizational Citizenship Behavior Through Affective Commitment

Emotional intelligence at the heart of customer orientation: the front-office bank employee perspective

Does Servant Leadership Promote Emotional Intelligence and Organizational Citizenship Behavior among Employees? A Structural Analysis

Contact Info

Product

Resources

About