Kecerdasan emosional, adaptabilitas karier, dan kepuasan karier pada front line employees
DOI:
https://doi.org/10.26740/jim.v11n1.p51-64Keywords:
career adaptability, career satisfaction, emotional intelligence, front line employeesAbstract
This study aims to advance research on career construction theory and cognitive-affective processing systems theory by examining the theorized but untested relationship between emotional intelligence, career adaptability and career satisfaction. More precisely, exploring the relationship between emotional intelligence, career adaptability, and career satisfaction. This research was conducted on frontline employees who interact directly with customers. The Structural Equation Model (SEM) approach, with the help of SmartPLS, was carried out in this quantitative study. The results found in this study are emotional intelligence which directly influences career adaptability and career satisfaction. Meanwhile, the effect of career adaptability on career satisfaction was not found. In addition, this study also found that the career adaptability variable had no effect in mediating the relationship between emotional intelligence and career satisfaction. The results of this study can motivate frontline employees to have the good emotional intelligence to adapt their careers for a promising future and achieve career satisfaction.
References
Abdel-Aziz, A. A., Abdel-Salam, H., & El-Sayad, Z. (2016). The role of ICTs in creating the new social public place of the digital era. Alexandria Engineering Journal, 55(1), 487-493.
Agnes, R. M., Carles, A. M., Cristina, T. N., Ana, B. B., & Norma, J. B. (2018). An examination of the relationship between emotional intelligence, positive affect and character strengths and virtues. Psychology, 34(1), 63-67.
Armstrong-Stassen, M., & Ursel, N. D. (2009). Perceived organizational support, career satisfaction, and the retention of older workers. Journal of Occupational and Organizational Psychology, 82(1), 201–220.
Azhar, R. (2018). Hubungan antara kecerdasan emosi dan adaptabilitas karir pada sarjana di Banda Aceh. Journal of Psychological Science and Profession, 2(2), 173-178.
Banks, D., & Roodt, G. (2011). The efficiency and quality dilemma: What drives South African call centre management performance indicators? South African Journal of Human Resource Management, 9(1), 1–17. http://dx.doi.org/10.4102/sajhrm.v9i1.331
Bettencourt, L.A. and Brown, S.W. (2003), Role stressors and customer-oriented
boundary-spanning behaviors in service organizations, Journal of the Academy of
Marketing Science, 31(4), 394–408.
Borgogni, L., Consiglio, C., Allesandri, G., & Schaufeli, W. B. (2012). “Don't throw the baby out with the bathwater”: Interpersonal strain at work and burnout. European Journal of Work & Organisational Psychology, 21(6), 875–898.
Brown, C., George-Curran, R., & Smith, M. L. (2003). The role of emotional intelligence in the career commitment and decision-making process. Journal of Career Assessment, 11(4), 379–392.
Brown, A., Bimrose, J., Barnes, S.A. and Hughes, D. (2012), “The role of career adaptabilities for mid-career changers”, Journal of Vocational Behavior, 80(3), 754-761.
Carson, K. D., & Carson, P. P. (1998). Career commitment, competencies, and citizenship. Journal of Career Assessment, 6, 195–208.
Choi, S., Cheong, K. J., & Feinberg, R. A. (2012). Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers. Managing Service Quality, 22(5), 492–516.
Coetzee, M., & Harry, N. (2014). Emotional intelligence as a predictor of employees’ career adaptability. Journal of Vocational Behavior, 84, 90–97. https://doi.org/10.1016/j.jvb.2013.09.001
Colomeischi, A. A. (2014). Emotional life as influence on work satisfaction. Social and Behavioral Sciences, 159, 350–354.
Consiglio, C., Borgogni, L., Allesandri, G., & Schaufeli, W. B. (2013). Does self-efficacy matter for burnout and sickness absenteeism? The mediating role of demands and resources at the individual and team levels. Work and Stress, 27(1), 22–42.
Dahl, A. D., Austin, R. K., Wagner, B. D., & Lukas, A. (2008). The relationship between negative career thoughts and emotional intelligence. Canadian Journal of Career Development, 7, 4–10.
De Guzman, A. B., & Choi, K. O. (2013). The relations of employability skills to career adaptability among technical school students. Journal of Vocational Behavior, 82, 199–207.
Deery, M., & Jago, L. (2015). Revisiting talent management work-life balance and retention strategies. International Journal of Contemporary Hospitality Management, 27(3), 453–472
Denton, D. K. (2009). Creating a happy workforce. Human Systems Management, 28(1-2), 57-62.
Ealias, A., & George, J. (2012). Emotional intelligence and job satisfaction: A correlational study. Commerce & Behavioural Science, 1(4), 37-42.
Emmerling, R. J., & Cherniss, C. (2003). Emotional intelligence and the career choice process. Journal of Career Assessment, 11(2), 153–167.
Extremera, N., & Rey, L. (2016). Ability emotional intelligence and life satisfaction: Positive and negative affect as mediators. Personality and Individual Differences, 102, 98-101.
Fabio, A., & Kenny, M. (2014). The Contributions of Emotional Intelligence and Social Support for Adaptive Career Progress Among Italian Youth. Journal of Career Development, 42(1), 48–59. https://doi.org/10.1177/0894845314533420
Garg, S. & Dhar, R.L. (2014). Effects of stress, LMX and perceived organizational
support on service quality: mediating effects of organizational commitment, Journal of
Hospitality and Tourism Management, 21(1), 64–75.
Goleman., D. (1995). Emotional Intelligence: Why it can matter more than IQ. New York: Bantam Books.
Guan, Y., Zhou, W., Ye, L., Jiang, P., & Zhou, Y. (2015). Perceived organizational career management and career adaptability of success and turnover intention among Chinese employees. Journal of Vocational Behavior, 88, 230–237.
Harry, N., & Coetzee, M. (2011). Sense of coherence, affective wellbeing and burnout in a South African higher education institution call centre. South African Journal of Labour Relations, 35(2), 26–46.
Hou, Z. J., Leung, S. A., Li, X., Li, X., & Xu, H. (2012). Career adapt-abilities scale—China form: Construction and initial validation. Journal of Vocational Behavior, 80(3), 686-691.
Hur, W-M., Moon, T-W. & Jung, Y.S. (2015). Customer response to employee
emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction, Journal of Services Marketing, 29(1), 71-80.
Ito, J. K., & Brotheridge, C. M. (2005). Does supporting employees’ career adaptability lead to commitment, turnover, or both? Human Resource Management, 44(1), 5–19.
Jain, A. K. (2012). Does emotional intelligence predict impression management? Journal of Organizational Culture Communications and Conflict, 16(2), 1–14.
Johnston, C. S., Luciano, E. C., Maggiori, C., Ruch, W., & Rossier, J. (2013). Validation of the German version of the Career Adapt-Abilities Scale and its relation to orientations to happiness and work stress. Journal of Vocational Behavior, 83, 295–304.
Karatepe, O. M. (2013). High-performance work practices, work social support and their effects on job embeddedness and turnover intentions. International Journal of Contemporary Hospitality Management, 25(6), 903–921.
Karatepe, O. M., & Karadas, G. (2016). Service employees’ fit, work-family conflict, and work engagement. Journal of Services Marketing, 30(5), 554–566. https://doi.org/10.1108/JSM-02-2015-0066
Kong, H., Cheung, C., & Song, H. (2012). From hotel career management to employees’ career satisfaction: The mediating effect of career competency. International Journal of Hospitality Management, 31(1), 76–85.
Lam, L. and Kirby, S. (2002) Is Emotional Intelligence an Advantage? An Exploration of the Impact of Emotional and General Intelligence on Individual Performance. The Journal of Social Psychology, 142, 133–143. http://dx.doi.org/10.1080/00224540209603891
Maggiori, C., Johnston, C. S., Krings, F., Massoudi, K., & Rossier, J. (2013). The role of career adaptability and work conditions on general and professional well-being. Journal of Vocational Behavior, 83, 437–449.
Mayer, J. D., Roberts, R. D., & Barsade, S. G. (2008). Human abilities: Emotional intelligence. Annual review of Psychology, 59(1), 507–536.
McAndrews, L., & Ha-Brookshire, J. E. (2019). Apparel employees’ creative, analytical and emotional intelligences and their job and career satisfaction. Journal of Fashion Marketing and Management: An International Journal, 24(1), 33–48.
Miao, C., Qian, S., & Ma, D. (2017). The relationship between entrepreneurial self-efficacy and firm performance: A meta-analysis of main and moderator effects. Small Business Management, 55, 87–107.
Mischel, W. (1973). Toward a cognitive social learning reconceptualization of personality. Psychological Review, 80, 252–283.
Pan, J., Guan, Y., Wu, J., Han, L., Zhu, F., Fu, X., & Yu, J. (2018). The interplay of proactive personality and internship quality in Chinese university graduates’ job search success: The role of career adaptability. Journal of Vocational Behavior, 109, 14–26. https://doi.org/10.1016/j.jvb.2018.09.003
Parkes, L. P., & Langford, P. H. (2008). Work-life balance or work-life alignment? A test of the importance of work-life balance for employee engagement and intention to stay in organisations. Journal of Management and Organization, 14(3), 267–284.
Porfeli, E. J., & Savickas, M. L. (2012). Career Adapt-Abilities Scale — USA Form: Psychometric properties and relation to vocational identity. Journal of Vocational Behavior, 80, 748–753.
Puffer, K. A. (2011). Emotional intelligence as a salient predictor for collegians' career decision making. Journal of Career Assessment, 19(2), 130–150.
Ramadhana, G. I., & Ratnawati, I. (2022). Pengaruh Kecerdasan Emosional Terhadap Kinerja Karyawan Dengan Komitmen Afektif Sebagai Variabel Intervening (Studi Pada Kantor Pt Bess Finance Cabang Semarang). Diponegoro Journal of Management, 11(4) , 1–22.
Roelen, C. A. M., Koopmans, P. C., & Groothoff, J. W. (2008). Which work factors determine job satisfaction?. Work, 30(4), 433–439.
Rossier, J., Zecca, G., Stauffer, S. D., Maggiori, C., & Dauwalder, J.-P. (2012). Career adapt-abilities scale in a French- speaking Swiss sample: Psychometric properties and relationships to personality and work engagement. Journal of Vocational Behavior, 80(3), 734–743.
Sánchez-Álvarez, N., Extremera, N., & Fernández-Berrocal, P. (2016). The relation between emotional intelligence and subjective well-being: A meta-analytic investigation. The Journal of Positive Psychology, 11(3), 276-285.
Savickas, M. L. (2005). The theory and practice of career construction. In S. D. Brown, & R. W. Lent (Eds.), Career development and counseling: Putting theory and research to work.Hoboken, NJ: John Wiley & Sons.
Savickas, M. L. (2011). New questions for vocational psychology: Premises, paradigms, and practices. Journal of Career Assessment, 19(3), 251–258.
Savickas, M. L. (2013). Career construction theory and practice. In R. W. Lent, & S. D. Brown (Eds.), Career development and counseling: Putting theory and research to work (2nd ed.). Hoboken, New Jersey: John Wiley & Sons.
Savickas, M. L., & Porfeli, E. J. (2012). Career Adapt-Abilities Scale: Construction, reliability, and measurement equivalence across 13 countries. Journal of Vocational Behavior, 80, 661–673.
Schutte, N. S., Malouff, J. M., & Bhullar, N. (2009). The Assessing Emotions Scale. In C. Stough, D. Saklofske, & J. Parker (Eds.), The assessment of emotional intelligence. New York: Springer.
Sultana, R., Yousaf, A., Khan, I., & Saeed, A. (2016). Probing the interactive effects of career commitment and emotional intelligence on perceived objective/subjective career success. Personnel Review, 45(4), 724–742. https://doi.org/10.1108/PR-11-2014-0265
Teixeira, M. A. P., Bardagi, M. P., Lassance, N. C. P., Magalhães, M. D. O., & Duarte, M. E. (2012). Career Adapt-Abilities Scale — Brazilian Form: Psychometric properties and relationship to personality. Journal of Vocational Behavior, 80, 680–685.
Trivellas, P., Gerogiannis, V., & Svarna, S. (2013). Exploring workplace implications of emotional intelligence (WLEIS) in hospitals: Job satisfaction and turnover intentions. Social and Behavioral Sciences, 73, 701–709.
Wong, C. S., & Law, K. S. (2017). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. In Leadership Perspectives. Routledge.
Yalalova, J., Li, Z., & Durrani, D. K. (2017). Emotional intelligence could forge self-efficacy, work effort and career satisfaction. Human Systems Management, 36(2), 141-149.
Yitshaki, R. (2012). How do entrepreneurs' emotional intelligence and transformational leadership orientation impact new ventures' growth? Journal of Small Business and Entrepreneurship, 25(3), 357–374.
Zacher, H. (2014). Career adaptability predicts subjective career success above and beyond personality traits and core self-evaluations. Journal of Vocational Behavior, 84(1), 21–30.
Zacher, H. (2015). Daily manifestations of career adaptability: Relationships with job and career outcomes. Journal of Vocational Behavior, 91, 76–86.
Zeidner, M., Matthews, G., & Roberts, R. D. (2012). The emotional intelligence, health, and well‐being nexus: What have we learned and what have we missed?. Applied Psychology: Health and Well‐Being, 4(1), 1-30.
Zhao, J., Zheng, H., Qin, C., Wang, Z., Vijayashree, J., & Jayashree, J. (2021). Moderating role in the relationship between job stress and deviant emotional intelligence in education. Aggression and Violent Behavior, 101626.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons:Attribution-NonCommercial 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.