EMOCIONALNA INTELIGENCIJA KAO FAKTOR KOMPETENCIJE USLUŽNOG OSOBLJA
EMOTIONAL INTELLIGENCE AS A COMPETENCE FACTOR OF THE SERVICE STAFF

Author(s): Biljana Rabasović, Vladimir Krivošejev, Nikola Stojanović
Subject(s): Human Resources in Economy, Socio-Economic Research
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: service personnel; competencies; emotional intelligence; interdependence of emotional intelligence of service personnel and service quality;
Summary/Abstract: The service industry or the experience industry, as we call it today, recognizes quality service personnel as a key resource. Emotional intelligence4 is becoming an increasingly important strength of this quality, if cognitive abilities and professional knowledge are taken for granted. As most services are produced and consumed in the interaction of providers and users, often several users at the same time, and service personnel are part of the service itself, certain elements of the EI construct have a greater or lesser impact on the success of "moments of truth". The aim of this paper is to present the most important elements of EI, their influence on the overall quality of the service personnel's competencies and, finally, on the quality of the delivered service. The quality and level of EI influence an individual's intrapersonal and interpersonal regulatory processes. On the internal level, employees with a higher level of EI are more aware of their emotions and the factors that cause them, which enables them to regulate negative emotions more easily, achieve a higher level of satisfaction with life and work, a lower degree of burnout, more effective recognition and struggle with stressors. On the external level, higher EI variables increase the potential of the quality of interpersonal relationships and, through empathy, enable the individual to understand the emotions of others, and in higher stages manage them. Taken together, these two aspects form an indispensable platform for understanding the problems and needs of others and are the basic condition for providing high-quality, user-friendly service, which is imperative for the largest number of branches of the service industry.

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