The relationship between emotional intelligence and work attitudes, behavior and outcomes An examination among senior managers

Transcription

1 The Emerald Research Register for this journal is available at The current issue and full text archive of this journal is available at JMP 18,8 788 The relationship between emotional intelligence and work attitudes, behavior and outcomes An examination among senior managers Abraham Carmeli Graduate School of Business Administration, Department of Political Science, Bar-Ilan University, Ramat-Gan, Israel Keywords Job commitment, Job satisfaction, Altruism, Family friendly organizations Abstract The literature suggests that managerial skills in general, and emotional intelligence in particular, play a significant role in the success of senior managers in the workplace. This argument, despite its popularity, remains elusive. This can be attributed to the fact that although a few studies have provided evidence to support this argument, it has not received an appropriate empirical investigation. This study attempts to narrow this gap by empirically examining the extent to which senior managers with a high emotional intelligence employed in public sector organizations develop positive work attitudes, behavior and outcomes. The results indicate that emotional intelligence augments positive work attitudes, altruistic behavior and work outcomes, and moderates the effect of work-family conflict on career commitment but not the effect on job satisfaction. Introduction What makes a senior manager successful has been a central research question of organizational scientists for decades. Underlying this interest is the assumption or observation regarding the impact of upper-echelon managers on important issues of strategic vision, strategic positioning, strategic and tactical moves, among others aimed at improving overall organizational performance (Finkelstein and Hambrick, 1996; Hambrick and Mason, 1984). Although over the years we have been exposed to various approaches (e.g. management style) for studying this elusive question, it still remains unanswered. Studying managerial skills, however, seems to be one promising stream of research that has potential for providing answers or at least shedding some light on this enigma. As Whetten and Cameron (2001, p. 6) noted management skills form the vehicle by which management strategy, management practice, tools and techniques, personality attributes and style work to produce effective outcomes in organizations. Journal of Managerial Psychology Vol. 18 No. 8, 2003 pp q MCB UP Limited DOI / The author wishes to thank Sidika Nihal Colakoglu for her assistance, the editor and two anonymous reviewers of this journal for their valuable comments and suggestions, and the participants who made this study a reality. The study was supported, in part, by a grant from Schnitzer Foundation of the Faculty of Social Science at Bar-Ilan University.

2 In the last decade or so, we have been witness to a particular growing body of research regarding the importance of emotional intelligence for successful leadership. Underlying this research interest is the view that people with high emotional intelligence competencies are more likely than less emotionally intelligent people to gain success in the workplace. Particularly, scholars have noted that social skills are essential for executive level leaders; as individuals ascend the organizational hierarchy, social intelligence becomes an increasingly relevant determinant of who will and will not be successful (Hooijberg et al., 1997; Zaccaro, 2001). Though growing evidence indicates that emotional intelligence competency has the potential to improve performance on both personal and organizational levels, we are still only in the initial phase of understanding the extent to which members with high emotional intelligence would be more valued assets than less emotionally intelligent members of their organization. As Cherniss (2000) pointed out it is more useful and interesting to consider how important it is for effective performance at work. Furthermore, one of the criticisms of the influential work of Goleman (1995, 1998) is that the main argument stating that managers with high emotional intelligence competencies are likely to provide their organizations with a unique contribution has not yet received much empirical attention and support, particularly with regard to various important work-related attitudes, behavior and outcomes that may serve as good indexes for such investigation. As Dulewicz and Higgs (2000, p. 341 and p. 351) indicate little research has been conducted in an organizational context and there is a need for rigorous research to underpin the assertion in an organizational setting. This study attempts to narrow this gap by empirically testing the degree to which emotionally intelligent senior managers, employed in public sector organizations, develop high job satisfaction, career commitment, job involvement and effective commitment, diminish continuance commitment and work-family conflict, display altruistic behavior, withdrawal intentions and better job performance. In addition, this study examines the moderating role of emotional intelligence for the relationship between work-family conflict and job satisfaction and career commitment. This article is organized as follows: the next section presents the importance of managerial skills and stresses the concept of emotional intelligence and its key components followed by the development of the research hypotheses. The research method is presented in the following section and the results of this study follow. Finally, the study s results and limitations are summarized. intelligence 789 Theory and hypotheses intelligence Scholars tend to view emotional intelligence as a factor which has a potential to contribute to more positive attitudes, behaviors and outcomes. At the same time, as Schutte et al. (2002) note, evidence exists that emotional intelligence

3 JMP 18,8 790 can be conceptualized as either ability (Ciarrochi et al., 2000; Mayer et al., 1999) or a personality trait (Schutte and Malouff, 1999; Schutte et al., 1998). The most comprehensive discussion about this issue is provided by a recent study of Mayer et al. (2000). As indicated, however, this issue has not yet resolved. In this study, I rather view emotional intelligence as a competency that is expected to augment positive attitudes toward work, and drive positive behaviors and better outcomes. The concept of emotional Intelligence goes back to early studies in the 1920s (for a review, see Bar-On and Parker, 2000). In the early 1980s, scholars began to systematically conceptualize the idea of emotional intelligence. Notably, Gardner s (1983) conceptualization of intrapersonal intelligence and interpersonal intelligence and Steiner (1984) work on emotional literacy were the building blocks of what Salovey and Mayer ( ) first termed as emotional intelligence. Based on Bar-On s previous work, Bar-On et al. (2000, p. 1108) view emotional intelligence as a noncognitive intelligence which is defined as an array of emotional, personal, and social abilities and skills that influence an individual s ability to cope effectively with environmental demands and pressures. This study focuses on the conceptualization suggested by Salovey and Mayer ( ) and formulated in 1997 (Mayer and Salovey, 1997). Salovey and Mayer ( , p. 189) defined emotional intelligence as the subset of social intelligence that involves the ability to monitor one s own and others feelings and emotions, to discriminate among them and to use this information to guide one s thinking and actions. Later on, they refined and defined emotional intelligence as the ability to perceive emotions, to access and generate emotions so as to assist thoughts, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth (Mayer and Salovey, 1997, p. 5). A key construct in their definition that we need to explain is emotions. According to Van Maanen and Kunda (1989, p. 53), emotions are ineffable feelings of the self-referential sort, and are comprehensively defined as self-referential feelings an actor (employee) experiences or, at least, claims to experience in regard to the performances he or she brings off in the social world. States of feeling refer to basic emotions (e.g. joy, love, anger) and social emotions (e.g. shame, guilt, jealousy, envy), as well as to related constructs as affect, sentiments and moods (Ashforth and Humphrey, 1995). Salovey and Mayer ( ) argued that there is a set of three conceptually related mental processes appraising and expressing emotions in the self and others, regulating emotion in the self and others, and using emotions in adaptive ways involving emotional information. The followings are brief descriptions of the content and importance of these mental processes: (1) Appraising and expressing emotions in the self and others. Individuals differ in the degree to which they are aware of their emotions (appraisal) and the degree to which the latter are verbally and non-verbally being

4 expressed (George, 2000). Individuals who accurately appraise and express (perceive and respond to) their emotions are likely to be better understood by the people they work with, and they also have the potential to better lead and manage people when they are able to perceive the emotions of the people around them and to develop empathy the ability to comprehend another s feelings and to re-experience them oneself (Salovey and Mayer, ). (2) Regulating emotion in the self and others. People differ in their ability to manage (monitor, evaluate, and adjust to changing moods) their emotions as well as in their ability to regulate and alter the affective reactions of others (Salovey and Mayer, ). Regulation of one s own emotions and moods results in positive and negative affective states. ly, intelligent individuals are adept at placing themselves in positive affective states, and are able to experience negative affective states that have insignificant destructive consequences. ly astute people can induce a positive affect in others that results in a powerful social influence (charisma), an important component of leadership (Wasielewski, 1985). (3) Using emotions in adaptive ways. Individuals also differ in the ways (functional vs. dysfunctional) in which they utilize their emotions. Emotions can:. help in generating multiple future plans (flexible planning);. improve the decision-making process due to a better understanding of one s emotional reaction (creative thinking);. facilitate cognitive processes such as creativity on the one hand and punctuality on the other hand (mood redirected attention); and. enhance persistence regarding challenging tasks (motivating emotions) (Salovey and Mayer, ). intelligence 791 ly astute managers Until the early 1990s, the concept of emotional intelligence received very little research attention. The major focus of researchers at that time was on the importance of cognitive intelligence (e.g. problem solving capabilities). Nowadays, researchers and practitioners recognize the importance of both cognitive and emotional intelligences for gaining success. It seems that researchers, however, attribute to emotional intelligence a significant power of explanation of variance in performance. As Cary Cherniss puts it: If you re a scientist, you probably needed an IQ of 120 or so simply to get a doctorate and a job. But then it is more important to be able to persist in the face of difficulty and to get along well with colleagues and subordinates than it is to have an extra 10 or 15 points of IQ. The same is true in many other occupations. (Emphases are not in the original text).

5 JMP 18,8 792 Scholars have also focused on relating emotional intelligence to leadership (George, 2000) or showing how components of emotional intelligence such as empathy are important traits that contribute to leadership (Kellett et al., 2002; Wolff et al., 2002). In addition, a growing body of research has been concerned with the degree to which emotional intelligence can make the difference between good and poor leaders. This stream of research is also of great interest to many organizations that seek to better understand the variance in employees performance. Inspired by Daniel Goleman s article What Makes a Leader? published in The Harvard Business Review in 1998, the top management team of Johnson and Johnson decided to fund a study that would assess the importance of Intelligence in leadership success across the JandJ Consumer Companies. The study, which was conducted by Kathleen Cavallo and Dottie Brienza on a randomly selected 358 managers, found a strong relationship between superior performing leaders and emotional competence...leaders who received performance ratings of 4.1 or greater on a 5-point scale were rated significantly higher than other participants in all four of the emotional intelligence dimensions of self-awareness, self-management, social awareness, and social skills by supervisors and subordinates. The growing body of empirical work in the leadership domain has been mainly devoted to examining the effects of emotional intelligence on the performance of senior executives. The problem with this work is that it hardly examines important behavioral attitudes, behavior and outcomes that are essential for evaluating whether one can be viewed as an effective manager and leader. In this study, emotional intelligence was examined with respect to a set of work attitudes, work behavior and work outcomes. intelligence and work attitudes intelligence and job satisfaction. Locke (1969, p. 314) defined job satisfaction and dissatisfaction as complex emotional reactions to the job. Conceptualizing job satisfaction as feeling or affective responses to facets of the situation (Smith et al., 1969, p. 6), suggests that job satisfaction is positively associated with the construct of emotional intelligence. In addition, job satisfaction is often considered as a proxy for an employee s well being at work (Grandey, 2000). Intelligent individuals with high emotional intelligence, through the above described set of three conceptually related mental processes, experience continuous positive moods and feelings that generate higher levels of satisfaction and well-being compared to individuals who experience such feelings and moods as disappointment, depression and anger, because they can reach a higher level of general satisfaction and fulfillment. We suggest the following hypothesis: H1. There is a positive relationship between emotional intelligence and job satisfaction of senior managers.

6 intelligence and work commitment. Work commitment is a multidimensional construct that comprises various forms. The multidimensionality of work commitment has been established by researchers who argued that employees develop more than one type of work commitment (Becker, 1960), and that types are in accordance with the employees own benefits (Ritzer and Trice, 1969). This approach has been significantly advanced by Morrow (1983, 1993), who was the first to attempt mapping theoretically universal forms of work commitment that are relevant to as many employees as possible (Morrow, 1993, p. 160). Morrow advocated concentrating a research effort on five universal forms of work commitment as follows: work ethic endorsement, career commitment, affective organizational commitment, continuance organizational commitment and job involvement. In a series of studies, it has been shown that in addition to most common components of organizational commitment affective and continuance a third component, normative commitment, should be investigated as well (Meyer and Allen, 1997). This study investigates all of these forms, except for work ethic endorsement. Work ethic endorsement is the extent to which one believes that hard work is important and that leisure and excess money are detrimental (Blood, 1969; Furnham, 1990; Mirels and Garrett, 1971; Morrow, 1993). It is a relatively fixed attribute over the life course (Morrow, 1983, p. 495). The research on emotional intelligence and work commitment has concentrated thus far on organizational commitment. The latter was investigated (Abraham, 1999) in the context with which it has traditionally been defined as the relative strength of an individual s identification and involvement in a particular organization (Mowday et al., 1982, p. 27). However, this is still a somewhat narrow approach that limits our understanding not only of the relationship between emotional intelligence and organizational commitment (a concept that comprises three distinct constructs), but also regarding how the former is related to work commitment forms such as career commitment and job involvement. intelligence and organizational commitment. The concept of organizational commitment incorporates three distinct constructs: affective, continuance, and normative commitment. Continuance commitment is defined as the extent to which employees feel committed to their organizations by virtue of the costs that they feel are associated with leaving (Meyer and Allen, 1984, p. 375). Affective commitment is positive feelings of identification with, attachment to, and involvement in the work organization (Meyer and Allen, 1984, p. 375). Normative commitment refers to commitment based on a sense of obligation to the organization (Allen and Meyer, 1996, p. 253). Employees with strong affective commitment remain because they want to; employees with strong continuance commitment remain because they need to; employees with strong normative commitment remain because they feel ought to do so intelligence 793

7 JMP 18,8 794 (Allen and Meyer, 1990). In this study, we examined the relationship between emotional intelligence and two forms of organizational commitment affective and continuance. ly intelligent individuals are optimistic, a trait that enables them to focus on the resolution, rather than the reasoning (who is at fault). The work in any given organization imposes difficulties that may result in feelings of frustration. ly intelligent individuals would know not to hold the organization responsible for every feeling of frustration (Abraham, 1999), as they are adept at placing themselves in positive affective states, and able to experience negative affective states that have insignificant destructive consequences (Salovey and Mayer, ). This is especially true for senior managers who have to reconcile the feelings of frustration of conflicting interest groups within and outside the organization. This can be done effectively only when they are able to place themselves in a positive state of mind. In addition, emotionally intelligent individuals would know how to avoid dysfunctional emotions and use them in adaptive ways to alleviate feelings of frustration. Furthermore, on the fundamental level, people are motivated not only by the rational exchange approach (Vroom, 1964), but also by the extent to which they are connected emotionally to their work and by the extent to which its contents provide them with such experiences as joy, excitement, surprise and frustration (Ashforth and Humphrey, 1995). Thus, emotional intelligence is expected to augment a higher level of affective commitment to the organization, and diminish the level of continuance commitment. The following hypotheses are suggested: H2a. There is a positive relationship between emotional intelligence and affective organizational commitment of senior managers. H2b. There is a negative relationship between emotional intelligence and continuance organizational commitment of senior managers. intelligence and career commitment. Career commitment is defined as one s attitude toward one s profession or vocation (Blau, 1985, p. 20). Employees may encounter difficulties of many kinds in pursuing a career that may result in dysfunctional emotions. ly intelligent individuals are expected to recognize, manage and use their emotions to eliminate these obstacles and advance their career horizon better than people with low emotional intelligence. This is especially true when the profession incorporates high levels of complexity. Highly complex managerial work can be very demanding and lead to high levels of stress. intelligence enables people to control this stress effectively and prevent its negative effects on one s attitude towards her profession. The following hypothesis is suggested: H3. There is a positive relationship between emotional intelligence and career commitment of senior managers.

8 intelligence and job involvement. Job involvement is a belief descriptive of the present job and tends to be a function of how much the job can satisfy one s present needs (Kanungo, 1982, p. 342). As indicated above, employees do not get involved in the job only for self-rational interest fulfillment; they also get involved in the job because they let their emotions play a role. Becoming highly involved in the job is oftentimes a response to emotional rather than rational needs. Ashforth and Humphrey (1995) cited in Fine s (1998) work the quotes of a cook discussing the centrality of being emotionally involved in the job: I just love the activity...i concentrate totally, so I don t know how I feel... it s like another sense takes over. People are social creatures who, through job involvement, fill the need for emotional experience. Managerial work is often complex and challenging and senior managers with a high emotional intelligence often get extremely involved in challenging experiences and complex situations that may not occur elsewhere. Senior managers, for example, often remain beyond the required working hours. They do this not for economic reward; but because it allows them to cope with those complexities that yield an intense emotional experience. The following hypothesis is suggested: H4. There is a positive relationship between emotional intelligence and job involvement of senior managers. intelligence and work-family conflict. Work-family conflict is defined as a form of inter-role conflict in which the role pressures from work and family domains are mutually incompatible in some respect. That is, participation in the work (family) role is made more difficult by virtue of participation in the family (work) role (Greenhaus and Beutell, 1985, p. 77). Because this study attempted to explore the role of emotional intelligence in the workplace, we concentrated on family interference with work exploring a combination of three forms of work-family conflict (time, strain, and behavior) suggested by Carlson et al. (2000). The form of time-based family interference may occur when time devoted to one role makes it difficult to get involved in another role. The form of strain-based family interference proposes that strain in one role intrudes into and interferes with participation in another role. Behavior family interference with work occurs when specific behaviors required in one role are incompatible with behavioral expectations in another role (Carlson et al., 2000). Eliminating work-family conflict is the responsibility of both the organization and its employees. Keith H. Hammonds (1996) quoted Ellen Galinsky saying that Companies are seeing they have all these programs (i.e. work-family policies), but people are still really stressed out...certainly, employees bear some responsibility for determining their own family balance. But they need help. Companies that recognize the need and adapt work to peoples lives will win workers loyalty and, with that, a competitive edge. intelligence 795

9 JMP 18,8 796 With respect to the role of the individuals, one may expect that a high emotional intelligence would help them balance family interference with work. In fact, they may be more capable of preventing work-family conflict from the beginning due to their emotional astuteness incorporates the recognition of the degree to which the family plays an emotional role for them and those connected to them, the insight as to how these emotions should be managed, and the ability to improve the decision-making process. The following hypothesis is suggested: H5. There is a negative relationship between emotional intelligence and work-family conflict (family interference with work) of senior managers. intelligence and organizational citizenship behavior. Organizational citizenship behavior (OCB) is an extra-role behavior that goes beyond formal role requirements (Smith et al., 1983). intelligence may enhance altruistic behavior as it enables employees to comprehend their co-workers feelings and to respond better than employees with low emotional intelligence because of their ability to easily shift from negative to positive moods (Abraham, 1999). Staw et al. (1994) suggested three explanations for the engagement of an emotionally intelligent individual in altruistic behavior. First, being in a good mood is reinforcing, and displaying altruism is rewarding in the sense that it enables employees to also maintain this state of mind. Second, people in good moods may be more socially interactive. Third, when employees are more satisfied (having positive emotional reactions to the job) they are more likely to be engaged in helpful behavior. The following hypothesis is suggested: H6. There is a positive relationship between emotional intelligence and organizational citizenship behavior altruism of senior managers. intelligence and work outcomes intelligence and withdrawal intentions from the organization. Withdrawal of employees is a process (Mobley, 1977; 1982a, b; Mobley et al., 1978) which comprises constructs of withdrawal intentions (thinking of quitting, intention to search and intention to quit) as well as constructs of withdrawal behaviors (actually quitting, absence) (Miller et al., 1979; Mobley et al., 1978). A recent meta-analysis used the constructs of intention to quit, thinking of quitting, withdrawal cognitions and expected utility of withdrawal as the components of withdrawal intentions (Griffeth et al., 2000). In this study, we assess the withdrawal intentions process of senior managers. intelligence may significantly diminish employees withdrawal intentions because of the ability to better regulate emotions. ly intelligent individuals are adept at putting themselves in positive affective

10 states, and although they may experience negative affective states at times, these do not have significant destructive consequences. Being in positive affective states is of importance in the sense of not becoming despondent in the face of daily and even more profound obstacles occurring in organizational life. Rather, the individuals are likely to see the positive side of things and use their emotions, for example, to enhance persistence at challenging times and facilitate creativity for resolving difficulties. To a certain degree, emotionally intelligent individuals perceive themselves as part of the solution. As such, they feel a high level of identification and are less likely to develop withdrawal intentions. This is especially true for senior managers who must deal with their own difficulties as well as those of others. Those with high emotional intelligence will be inclined to stay and deal with difficulties in adaptive ways. This, however, is not to say that emotionally intelligent individuals do not face difficulties when encountering job stress and changes in their job and career; rather they have more and better capabilities than low emotionally individuals to cope with it, and thus are likely develop lower withdrawal intentions. The following hypothesis is suggested: H7. There is a negative relationship between emotional intelligence and withdrawal intentions of senior managers from the organization. intelligence and job performance. Evidence supports a positive effect of emotional intelligence on the success of the individual at work (for a review, see Goleman, 2001). This is of particularly importance if we believe that management skills lie at the heart of leadership (Whetten and Cameron, 2001, p. 15), and specifically recognize the need to develop and acquire skills for managing people and that emotional intelligence may have a critical role in the creation of effective leadership. A notable study conducted by George (2000) showed how the aspects of emotional intelligence appraisal and expression of emotions, use of emotion to enhance cognitive processing and decision making, knowledge about emotions and management of emotions contribute to effective leadership. For the purpose of this study, it is important to note that although it is theoretically significant to show how each aspect affects performance, it is more accurate to recognize that skills come in groups and clusters, and that they support one another (Goleman, 2001). The concept of emotional intelligence seems to encompass this critical mass of skills (Boyatzis et al., 2000; Goleman, 2001). The following hypothesis is suggested: H8. There is a positive relationship between emotional intelligence and job performance of senior managers. intelligence 797 The moderator role of emotional intelligence The literature suggests that the negative effect of work-family conflict on work attitudes may be moderated by several variables (see, for example, Martins

11 JMP 18,8 798 et al., 2002). In this study, emotional intelligence is expected to moderate the relationship between work-family conflict and job satisfaction, and the relationship between work-family conflict and career commitment. Family interference with work may have some negative consequences on the extent which an employee will be satisfied with her work and committed to her career. However, emotionally intelligent individuals are likely to have the ability to control for such interferences or at least moderate them to an acceptable level. On the basis of this logic, the following hypotheses are suggested: H9. intelligence will moderate the relationship between work-family conflict and job satisfaction of senior managers. Specifically, there will be more negative relationship between work-family conflict and job satisfaction for senior managers who are low on emotional intelligence than for those who are high on emotional intelligence. H10. intelligence will moderate the relationship between work-family conflict and career commitment of senior managers. Specifically, for low emotionally intelligent senior managers there will be a strong positive relationship between work-conflict family and career commitment, and for highly emotional intelligent senior managers there will be a moderate negative relationship between work-conflict family and career commitment. Methodology Respondents and data collection The population of this study was senior managers employed as chief financial officers in the local government authorities in Israel. A direct-mail questionnaire was sent to 262 senior managers. The questionnaire was mailed from and returned to a university address, using a self-addressed reply envelope. Ninety-eight usable questionnaires were returned. The respondents average age was 46.6 years (S.D. 9.24); 11 were women, and 79.4 percent held at least bachelor s degree. Their average tenure in their present organization was (S.D. 9.13). The average income of the respondents was 2.56 (S.D. 0.54) (1 ¼ up to 10,000 New Israeli Shekel (NIS), 2 ¼ 10,001 to 20,000, and 3 ¼ 20,001 and above). Note that annual average value of US$ 1 and 1 Euro in 2001 was NIS and NIS, respectively. The average size of the organizations (measured by the number of permanent residents for which the organization is responsible to provide services, see Carmeli, 2002) was 24,729 (S.D. 54,259.37). Dependent variables Work outcomes. Job performance and withdrawal intentions from the organization were used to assess employee s work outcomes:

12 (1) Job performance. This measure was evaluated by a scale developed by Pearce and Porter (1986), and used by Black and Porter (1991), and Hochwarter et al. (1999). This measure contains five items (overall performance, ability to get along with others, completing tasks on time, quality of performance, and achievement of work goals) that were assessed on a seven-point scale (ranging from 1 ¼ strongly disagree, to 7 ¼ strongly agree). Although such difficulties as self-enhancement and objectivity and reliability may be encountered, Mabe and West (1982) showed that self-evaluation measures were more valid than pointed out in prior research (Hochwarter et al. (1999). The Cronbach s alpha for this scale was (2) Withdrawal intentions from the organization. This measure was drawn from the measure examined by Mobley et al. (1978) and widely used in the literature (Michaels and Spector, 1982; Miller et al., 1979). It assesses withdrawal intentions of an employee from his/her organization and consists of three items:. I think a lot about leaving the organization;. I am actively searching for an alternative to the organization; and. As soon as it is possible, I will leave the organization. intelligence 799 This measure was assessed on a 5-point scale from 1 ¼ strongly disagree to 5 ¼ strongly agree. The Cronbach s alpha for this scale was Work behavior: (1) Altruistic behavior. This variable was drawn from the multi-dimensional scale of organizational citizenship behavior developed by Podsakoff and MacKenzie (1989) and modified and validated by Podsakoff et al. (1990). Altruistic behavior was measured using three items that were assessed on a five-point scale, ranging from 1 ¼ strongly disagree to 5 ¼ strongly agree. Sample items are I help others who have heavy workloads I help others who have been absent. The Cronbach s alpha for this scale was Work attitudes. Four work commitment forms (career commitment, job involvement, affective commitment and continuance commitment) and job satisfaction were used to assess employee s work attitudes. In addition, work-family conflict was examined, as follows: (1) Career commitment. This measure was assessed by a scale developed by Blau (1985). Sample items are: I like this profession too much to give it up, and I am disappointed with being a CEO (reverse scored). The measure was assessed on a five-point scale (ranging from 1 ¼ strongly disagree, to 5 ¼ strongly agree). The Cronbach s alpha for this scale was 0.74.

13 JMP 18,8 800 (2) Job involvement. This measure is based on a 10-item scale developed by Kanungo (1982). Sample items are: The most important things that happen to me involve my present job, and Most of my personal life goals are job-oriented. The measure was assessed on a seven-point scale, ranging from 1 ¼ strongly disagree to 7 ¼ strongly agree. The Cronbach s alpha for this scale was (3) Affective organizational commitment.this measure is based on the scale developed and validated by Allen and Meyer (1990). Sample items are: I really feel as if this organization s problems are my own, and I do not feel like part of the family at my organization (reversed item). The measure was assessed on a seven-point scale (ranging from 1 ¼ strongly disagree, to 7 ¼ strongly agree). The Cronbach s alpha for this scale was (4) Continuance organizational commitment.this measure is based on the scale developed and validated by Allen and Meyer (1990). Sample items are: Right now, staying with my organization is a matter of necessity as much as desire, and Too much in my life would be disrupted if I decided I wanted to leave my organization now. The measure was assessed on a seven-point scale (ranging from 1 ¼ strongly disagree, to 7 ¼ strongly agree). The Cronbach s alpha for this scale was (5) Job satisfaction. This measure was estimated by a 6-items scale employed by Tsui et al. (1992). Sample items are: How satisfied are you with the nature of the work you perform? and Considering everything, how satisfied are you with your current job situation? The measure was assessed on a five-point scale (ranging from 1 ¼ very dissatisfied, to 5 ¼ very satisfied). The Cronbach s alpha for this scale was (6) Work-family conflict. This measure was based on a measure developed and validated by Carlson et al., 2000). Since this study examines the role of emotional intelligence in the workplace, we concentrated on family interference with work exploring a combination of three forms of work-family conflict (time, strain, and behavior), which consisted of three items each. Sample items are The time I spend on family responsibilities often interferes with my work responsibilities (time-based family interference); Due to stress at home, I am often preoccupied with family matters at work (strain-based family interference); The behaviors that work for me at home do not seem to be effective at work (behavior-based family interference). All items were ranged from 1 ¼ strongly disagree to 5 ¼ strongly agree (5 ¼ presents high conflict). The nine items were loaded onto a single factor. The Cronbach s alpha for this scale was Independent/moderator variable intelligence. Over the years, considerable research effort resulted in various instruments for measuring emotional intelligence (EQi of Bar-On, 1996;

14 Executive EQ of Cooper and Sawaf, 1997; EIQ Dulewicz and Higgs, 1999; MSCEIT of Mayer et al., 2000; ECI of Boyatzis and Goleman, 1998). In this study, emotional intelligence was measured with the self-report measure of emotional intelligence developed by Schutte et al. (1998) for several reasons: First, this measure is based on the framework of emotional intelligence developed by Salovey and Mayer, and later formulated (Mayer and Salovey, 1997)[1]. Second, previous study found some limitations in early self-report measures of emotional intelligence such as insufficient reliability and connections with personality factors (Davies et al., 1998). Third, studies that evaluated the measure of Schutte and her colleagues (1998) in both adult and adolescents population indicate that this measure seems to overcome the observed difficulties in other measures of emotional intelligence (Ciarrochi et al., 2000; Ciarrochi et al., 2001). Finally, in macro level studies, self report measure of emotional intelligence which is brief, validated and based on a cohesive and comprehensive model of emotional intelligence (Salovey and Mayer, ; Mayer and Salovey, 1997) is very useful. The measure used in this study consists of 33 items. Sample items are I know when to speak about my personal problems to others, and I am aware of my emotions as I experience them (appraisal and expression of emotion); I present myself in a way that makes a good impression on others, and I have control over my emotions (regulation of emotion); when I feel a change in emotions, I tend to come up with new ideas, and I use good moods to help myself keep trying in the face of obstacles (utilization). All items were ranged from 1 ¼ strongly disagree to 5 ¼ strongly agree. The Cronbach s alpha for this scale was intelligence 801 Control variables We control for: (1) Organizational size. Measured by the number of permanent residents for which the organization is responsible for provision of services (Carmeli, 2002); (2) Tenure in the organization. Measured by the number of years the respondent is employed in the current organization; (3) Gross income. (1¼ up to 10,000 NIS, New Israeli Shekel; 2 ¼ 10,001 to 20,000 NIS; 3 ¼ 20,001 to 30,000 NIS; 4 ¼ 30,001 to 40,000 NIS; and 4 ¼ above 40,000 NIS); (4) Respondents age. Because the vast majority of the respondents were male, differences between male and female respondents could not be established. Data analysis To assess the relationship between emotional intelligence and work attitudes, behavior, and outcomes, we performed a series of separate hierarchical

15 JMP 18,8 802 regression analyses. Each model had two steps. The first step involved entering the control variables and the second step involved entering the independent variable. To examine the interaction hypotheses, the variables were entered into the regression equations in three steps. The control variables were entered in the first step. In the second step, we entered the main effects (work-family conflict and emotional intelligence). Finally, the work-family conflict X emotional intelligence product term variable was entered in the third step. Both variables were mean-centered as is suggested for variables that are to be constituents of product terms (Aiken and West, 1991). Results Table I reports the means, standard deviations, and correlation coefficients of variables used in the analysis. Though several variables are related, Table I indicates no severe problems of multicolinearity as none of the related variables exceeded the value of Furthermore, we performed separate hierarchical regressions for the effect of emotional intelligence on each one of the dependent variables. Table I also provides a preliminary support for the significant relationships between emotional intelligence and work attitudes, work behavior and work outcomes. Table II presents the results of hierarchical regression. intelligence was positively and significantly related to job satisfaction (b ¼ 0.32, p, 0.01), supporting H1. This finding is consistent with the argument according to which emotionally intelligent individuals are likely to display higher overall satisfaction in the workplace. Supporting H2a, we provide evidence that when senior managers have high emotional intelligence they tend to develop high affective commitment (emotional attachment) to the organization for which they work (b ¼ 0.23, p, 0.05). H2b, on the other hand, was not supported as the relationship between emotional intelligence and continuance commitment was not significant (b ¼ 20.12, p ¼ ns). The beta coefficient, though not statistically significant, was in the expected direction. We found support for H3. ly intelligent senior managers develop high commitment toward their career (b ¼ 0.34, p, 0.001). However, contrary to H4, emotional intelligence was statistically unrelated to job involvement. It may be that the involvement of senior managers is more complex than we assumed, and is affected by other important factors not examined here. Though no prediction was made, we found that job involvement was significantly related to tenure in the organization (b ¼ 0.20, p, 0.10) as well as to gross income (b ¼ 0.25, p, 0.05). The results support H5, stating that senior managers who have high emotional intelligence are more likely to effectively control work-family conflict (b ¼ 20.31, p, 0.01). Compared to low and middle-level position employees,

16 Mean s.d Job performance Withdrawal intentions from an organization Altruistic behavior *** 0.11 Career commitment * 20.47*** 0.07 Job involvement * Affective commitment ** 20.39*** *** 0.48*** Continuance commitment ** ** Job satisfaction ***20.38*** 0.31** 0.39*** 0.27** 0.55***20.29** Work-family conflict *** intelligence ***20.20* 0.38*** 0.38*** * ** 20.27** Organizational size 24,729 54, * * Tenure in organization * * Age ** 0.21* *** Income ** ** * * Notes: a Two-tailed tests; * p # 0.05, ** p # 0.01, *** p # intelligence 803 Table I. Means, standard deviations, and correlations a

17 JMP 18,8 804 Table II. Results of hierarchical regression analysis: the influence of emotional intelligence on work attitudes, behavior and outcomes Work family conflict Job satisfaction Contin. commit. Affective commit. Job involve. Career commit. Altruistic behavior Withdrwl intent. Job perform. b (t) b (t) b (t) b (t) b (t) b (t) b (t) b (t) b (t) Step 1 Organizational size 0.00 (0.01) (0.93) 0.01 (0.07) 0.07 (0.73) 0.15 (1.47) 0.09 (0.83) 0.05 (0.43) 0.06 (0.56) 0.19 (1.93 * ) Tenure in organizational (20.75) (20.87) (20.87) (20.23) 0.20 (1.76 * ) 0.15 (1.24) 0.19 (1.58) 0.12 (1.06) 0.18 (1.62) Income 0.16 (1.54) 0.03 (0.31) 0.18 (1.91 * ) 0.05 (0.45) 0.25 (2.43 ** ) 0.11 (1.08) (21.48) 0.13 (1.21) (21.59) Age 0.06 (0.58) (21.94 * ) 0.08 (0.87) 0.27 (2.53 ** ) 0.06 (0.57) 0.00 (20.04) 0.00 (0.00) (20.36) (20.29) R Step 2 intelligence 0.32 (3.08 *** ) (21.93 * ) 0.54 (6.03 **** ) 0.34 (3.44 **** ) 0.04 (0.45) 0.23 (2.21 ** ) (21.11) 0.32 (3.12 *** ) (23.20 *** ) DR F for DR *** 3.71 * **** **** ** *** 9.91 *** R 2 for total equation Notes: * p # 0.10 ** p # 0.05, *** p # 0.01, **** p # 0.001

18 senior managers may encounter a higher level of job demands that result in work-family conflict. The results indicate that senior managers who have high emotional intelligence may better and more carefully handle the inherent work-family conflict than those who have low emotional intelligence. H6, which states that emotionally intelligent senior managers will display higher levels of altruistic behavior, was strongly supported (b ¼ 0.54, p, 0.001). In addition, H7, which states that emotional intelligence will be negatively related to withdrawal intentions from the organization, and H8, which states that emotionally intelligent senior managers will perform the job better than senior managers with low emotional intelligence, were supported (b ¼ 20.20, p, 0.10; b ¼ 0.32, p, 0.01, respectively). These results indicate that emotional intelligence is an important predictor of both contextual performance and task performance. Note, however, that H9, which states that the higher a senior manager is on emotional intelligence, the weaker will be the negative effect of work-family conflict on job satisfaction was not supported (see Table III). The interactive effect of work-family conflict and emotional intelligence on job satisfaction was not significant (b = 0.03, p ¼ n.s.). H10 postulated that the higher a senior manager is on emotional intelligence, the weaker will be the negative effect of work-family conflict on career commitment. The interactive effect of work-family conflict and emotional intelligence on career commitment was significant at the 0.05 level (see Table III) and explained an additional 3.4 percent of explained variance in the career commitment. In accordance with convention for plotting interactions (Aiken and West, 1991; Cohen and Cohen, 1983), the cut values for the high and low states on the moderator variable (emotional intelligence) were plus and minus one standard deviation from the mean. Figure 1 presents the interaction of work-family conflict and emotional intelligence in predicting career commitment. As shown intelligence 805 Job satisfaction Career commitment b R 2 DR 2 b R 2 DR 2 Step 1 Organizational size Tenure in organization Income Age * Step 2 Work-family conflict (WF) intelligence (EI) 0.30 *** *** 0.37 **** **** Step 3 EI WF ** ** Notes: *p # 0.10 **p # 0.05, ***p # 0.01, ****p # Table III. Results of the moderating role of emotional intelligence (EI)

19 JMP 18,8 806 in Figure 1, the interaction of emotional intelligence with work-family conflict affects both the strength and direction of this relationship. For senior managers who are low on emotional intelligence there is a strong positive relationship and for those who are high on emotional intelligence there is a moderate negative relationship. That is, when senior managers with low emotional intelligence experience high work-family conflict, they manage to maintain high career commitment. When highly emotionally intelligent senior managers experience high work-conflict, they reduce their career commitment to a more reasonable level to deal with work-family conflict. Discussion The major goal of this study was to examine the extent to which a critical component of managerial skills emotional intelligence augments positive work attitudes and the contextual and task performance of senior managers employed in a public sector setting. This study advances the literature pertaining to emotional intelligence by empirically demonstrating the importance of emotional intelligence for developing positive work-related attitudes and contextual and task performance. These findings are especially of importance for organizations which recognize the critical role the top management team plays in their success (see Finkelstein and Hambrick, 1996; Hambrick and Mason, 1984). The effectiveness of the top management team is a function, inter alia, of the management skills (Whetten and Cameron, 2001) possessed by the senior managers from which it is comprised. Skills of managing people are of unique importance for the creation of effective management and leadership, and emotional intelligence as the subset of social intelligence (Salovey and Mayer, ) may be the most critical component of this class of skills. Hence, having senior executives with high emotional intelligence is a necessity for attaining sustainable results. This study went beyond the simple premise of the importance of emotional intelligence to demonstrate the extent to which the latter augments favorable attitudes and outcomes. The results indicate, for example, that emotionally intelligent senior managers develop emotional attachment to their Figure 1. Interaction between emotional intelligence (EI) and work-family conflict (WF) predicting career commitment (CC)

20 organizations and are also more committed to their career. In addition, findings also indicate that emotionally intelligent senior managers tend to be more satisfied with their work. Retaining talented and knowledgeable senior managers becomes a major concern for many organizations. Selecting senior managers who have high emotional intelligence may have a positive impact on the extent to which an organization succeeds in retaining its most critical workforce. Research findings revealed that occupational commitment (Lee et al., 2000) and organizational commitment (Mathieu and Zajac, 1990) are significantly related to withdrawal intentions, and that job satisfaction and organizational commitment are by far the main predictors of turnover (Griffeth et al., 2000). Interestingly, however, emotional intelligence was not significantly associated with job involvement. It may be that senior managers exhibit high involvement in their jobs because of the role itself, which demands much time and effort. Another possible explanation is manifested by the relationship between income and job involvement (b ¼ 0.25, p, 0.05), suggesting that economic factors influence the subjective felt of job involvement. intelligence may help an individual to better handle demanding managerial work. Nevertheless, we are still in need of further investigation regarding the factors that foster an individual s high level of involvement in her job (Brown, 1996). Another important relationship examined in this study is the relationship between emotional intelligence and work-family conflict. Work-family policies adopted and implemented by an organization may not provide the whole solution, especially with respect to family interference with work, simply because employees have some responsibility in determining their own family balance. The results of this study advance the literature by indicating that emotionally intelligent employees may better handle this conflict. An integration of work-family programs and an emotionally intelligent workforce can better attain the desired balance. This study indicates that compared to emotionally intelligent senior managers, low-emotionally intelligent senior managers are not less able to be sensitive enough to acknowledge how work is affected by family matters, and, thus, feel no need to reduce their career commitment. Senior managers who are high on emotional intelligence recognize having important responsibilities at work, and at the same time realize that they may neglect their family and their needs. In other words, they are equally sensitive to what they feel when they are consumed with my work all the time. This recognition help them balance their career commitment to a healthy mid point (not very high but not very low either). Further examination of the interactive effect of work-family conflict and emotional intelligence on career commitment and job satisfaction revealed that emotional intelligence moderated only the negative influence of work-family on career commitment. Clearly, this finding should receive further investigation intelligence 807

21 JMP 18,8 808 but it illuminate the kind of role emotional intelligence may play in the relationship of work stress and work attitudes. We found a direct and significant relationship between emotional intelligence and withdrawal intentions from the organization. This intensifies the important role that emotional intelligence may have in retaining valuable organization members. The results of this study also indicate that emotional intelligence augments both contextual (altruistic citizenship behavior) and task performance. Contextual performance of senior managers is valued, because the latter oftentimes serves as a role model and character for the organization s members to follow. This process may have a positive effect on the organization since organizational citizenship behavior has the potential, for example, to enhance co-worker and managerial productivity, freeing the management from work-related problems so that it can deal with more productive tasks, and enhancing the sustainability of the organization s performance. In addition, the finding that emotionally intelligent senior managers perform better on the job provides clear evidence to the question asked by Cherniss (2000) regarding how important it (emotional intelligence) is for effective performance at work, and is consistent with Cavallo and Brienza s findings of a strong relationship between superior performing leaders and emotional competence. Limitation and directions for future research Several limitations constrain the interpretation and application of the study s findings. The aim of this study to explore the role of emotional intelligence among senior managers is also a weakness, because it has not included non-managerial employees. Future studies may be benefited from an exploration of a wider range of employees at different organizational levels. One should also be cautious while generalizing the results of this study to other cultures or sectors. Prospective research should be directed to explore differences among for-profit, governmental and not-for-profit organizations. Validated and usable measures were employed to reduce the possibility of bias in general method variance, and data was collected from a large number of organizational units to allow for better external validity and increased generality of the results (Cook and Campbell, 1979). Still, the reader is cautioned to recognize the limitations of relying on self-reported data. This may carry a bias of general method variance. As can be seen results of hierarchical regressions provided a relatively small proportion of the explained variance of the dependent variables. We also compared subjective-reported data to objective data on organizational size and the comparison yielded no difference. And, as Xie (1996) indicated, there is no theoretical foundation to expect that interactions are associated with common method variance. Future studies may benefit from a longitudinal research design. One, however, must recognize that collecting data from a large number of organizations is problematic. Finally,

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26 Whetton, D.A. (2001), Developing Management Skills, 5th ed., Prentice-Hall, Upper Saddle River, NJ. Wolff, S.B., Pescosolido, A.T. and Druskat, V.U. (2002), intelligence as the basis of leadership emergence in self-managing teams, The Leadership Quarterly, Vol. 13, pp Xie, J.L. (1996), Karasek s model in the People s Republic of China: effects of job demands, control, and individual differences, Academy of Management Journal, Vol. 39, pp Zaccaro, S.J. (2001), The Nature of Executive Leadership: A Conceptual and Empirical Analysis of Success, American Psychological Association, Washington, DC. intelligence 813 Further reading Cavallo, K. and Brienza, D. (n.d.), competence and leadership excellence at Johnson and Johnson: the emotional intelligence and leadership study, unpublished manuscript, Michigan State University, East Lansing, MI. Fine, G.A. (1988), Letting off steam? Redefining a restaurant s work environment, in Moore, M.D. and Snyder, R.C. (Eds), Inside Organizations: Understanding the Human Dimension, Sage, Newbury Park, CA, pp Fisher, C.D. and Ashkanasy, N.M. (2000), The emerging role of emotions in work life: an introduction, Journal of Organizational Behavior, Vol. 21, pp Hochschild, A.R. (1983), The Managed Heart: Commercialization of Human Feelings, University of California Press, Berkeley, CA. Mobley, W.H., Griffeth, R.H., Hand, H.H. and Meglino, B.M. (1979), Review and conceptual analysis of the employee turnover process, Psychological Bulletin, Vol. 86, pp O Reilly, C.A. and Chatman, J. (1986), Organizational commitment and psychological attachment: the effects of compliance, identification, and internalization on prosocial behavior, Journal of Applied Psychology, Vol. 71, pp Organ, D.W. (1988), Organizational Citizenship Behavior: The Good Soldier Syndrome, Lexington Books, Lexington, MA. Schappe, S.P. (1998), The influence of job satisfaction, organizational commitment, and fairness perceptions on organizational citizenship behavior, The Journal of Psychology, Vol. 132 No. 3, pp Scholl, R.W. (1981), Differentiating organizational commitment from expectancy as a motivating force, Academy of Management Review, Vol. 6, pp