BEYOND TECHNICAL SKILLS: THE INFLUENCE OF EMOTIONAL INTELLIGENCE ON EMPLOYEE PERFORMANCE IN THE SERVICE SECTOR

Authors

  • Ahmad Hamid Universitas Nahdlatul Ulama Sulawesi Tenggara
  • Wiwin Sultraeni Universitas Nahdlatul Ulama Sulawesi Tenggara
  • Ria Rezki Amalia Universitas Nahdlatul Ulama Sulawesi Tenggara
  • Rudin Sekolah Tinggi Ilmu Komputer 22 Januari Kendari

Keywords:

Employee Performance; Emotional Intelligence; Leadership; Service Sector

Abstract

Emotional intelligence (EI) has been recognized as a key factor in enhancing employee effectiveness, particularly in the service sector, which heavily relies on interpersonal interactions. However, many organizations still prioritize technical skill development over EI, which can negatively impact employee well-being and performance. A research gap remains regarding the extent to which EI contributes to employee performance and how organizational factors strengthen or weaken this relationship. This study employs a qualitative descriptive approach through semi-structured interviews with various informants, including human resource managers, supervisors, frontline employees, academics, and customers, analyzed using thematic analysis. The findings reveal that EI significantly influences employee performance, particularly in self-awareness, emotion regulation, and social skills, while organizational factors such as workplace culture and leadership play a crucial role in moderating this relationship. This study has implications for the development of more inclusive organizational policies, emphasizing the importance of EI training, leadership strategies that support employee well-being, and soft skill-based reward systems to enhance workforce effectiveness and retention in the service sector.

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Published

2025-03-11

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Vol. 1 No. 2 (2025): Asri International; Journal Of Economic, Business, And Management

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Copyright (c) 2025 Ahmad Hamid , Wiwin Sultraeni, Ria Rezki Amalia, Rudin

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