Does emotional intelligence impact service innovation capabilities? Exploring the role of diversity climate and innovation culture

IF 6.2 2区管理学 Q1 BUSINESS

Journal of Intellectual Capital Pub Date : 2023-12-19 DOI:10.1108/jic-11-2022-0235

Devid Jegerson, Fauzia Jabeen, Hanan H. Abdulla, Jayaprada Putrevu, Dalia Streimikiene

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引用次数: 0

Abstract

Purpose

The study examines the impact of emotional intelligence on service innovation capabilities. Furthermore, it explored the mediating role of diversity climate and the moderating role of innovation culture.

Design/methodology/approach

An online questionnaire helped to collect data from 257 public sector employees in the United Arab Emirates (UAE). The proposed hypotheses were analysed using structural equation modelling.

Findings

Building on the ability model, the study found that employees' emotional intelligence has a positive impact on diversity climate; that diversity climate does not mediate the relationship between emotional intelligence and service innovation capabilities and that innovation culture has a moderating effect between diversity climate and service innovation capabilities.

Originality/value

The paper clarifies the emotional intelligence of the workforce and its ability to influence innovation culture and diversity climate in public organisations, ultimately benefiting service innovation capability research. As such, the study contributes to the literature by proposing and analysing some antecedents of service innovation capabilities in the context of public organisations. The study also offers policymakers information on what prevents innovation, which they can use to raise the bar on service quality requirements in the public sector.

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情商会影响服务创新能力吗？探索多元化氛围和创新文化的作用

目的本研究探讨了情商对服务创新能力的影响。此外，研究还探讨了多样性氛围的中介作用和创新文化的调节作用。设计/方法/途径通过在线问卷收集了阿拉伯联合酋长国（UAE）257 名公共部门员工的数据。研究结果在能力模型的基础上，研究发现员工的情绪智力对多元化氛围有积极影响；多元化氛围并不调解情绪智力与服务创新能力之间的关系，而创新文化在多元化氛围与服务创新能力之间有调节作用。原创性/价值本文阐明了劳动力的情绪智力及其影响公共组织创新文化和多元化氛围的能力，最终有利于服务创新能力的研究。因此，本研究通过提出和分析公共组织中服务创新能力的一些前因，为相关文献做出了贡献。本研究还为政策制定者提供了有关阻碍创新的因素的信息，他们可以利用这些信息来提高公共部门对服务质量的要求。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Intellectual Capital Multiple-

CiteScore

14.50

自引率

13.30%

发文量

期刊介绍： The Journal of Intellectual Capital is a peer-reviewed international publication dedicated to the exchange of the latest research and best practice information on all aspects of creating, identifying, managing and measuring intellectual capital in organisations. The journal publishes original research and case studies by academic, business and public sector contributors on intellectual capital strategies, approaches, frameworks, tools, techniques and technologies in order to increase the understanding of intellectual capital within the context of the modern knowledge economy. The focus of this journal is on the identification of innovative intellectual capital strategies and the application of theoretical concepts to real-world situations.