Strength of Emotional Intelligence in Impacting Organizational Behaviour: An Exploratory Study in the Service Industry in Southern India

Abstract

Emotional Intelligence or EQ is among the major social skills that impact employee engagement, job satisfaction, customer service and mainly organisational behaviour. The following research has been focused on elaborating on the impact of this specific skill on the organisational behaviour of the service sector of Southern India. In section 1, The Introduction part has highlighted the background of the research, its problem and the aim and objective of conducting the research. In section 2, through the Literature Review, existing studies on the topic have been explored and Bandura’s Social Cognitive Theory has been illustrated. In section 3, suitable methods that have been used in the study have been briefly described. The secondary data collection method has been followed and thematic analysis has been conducted. The results suggest that EQ is crucial for effective performance in the service sector as this industry thoroughly depends on customer service. There are some specific factors that influence organisational behaviour such as environment, mental health condition, structure and others. Emotional intelligence helps employees to control their emotions that improves communication and creates an efficient and flexible workplace. It is identified that consumer-company interaction is the main focus of the service industry of Southern India and emotional intelligence among employees leads to the achievement of this goal. Thereafter, organisational behaviour effects business management and emotional intelligence among employees contributes in improved business management within the service industry of Southern India.