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Abstract


IMPACT OF EMOTIONAL INTELLIGENCE ON ORGANIZATIONAL IDENTIFICATION FOR CALL CENTER PERSONNEL

This study is being conducted to figure out whether there is any influence of emotional intelligence of customer representatives and team leaders on organizational identification or not. A questionnaire consisting of total 66 questions that include 7 demographic ones have been directed to 150 people that have been chosen among the personnel working in Erzincan call center via random sampling. After the literature review associated with emotional intelligence and organizational identification, the effects of demographic variables of personnel on emotional intelligence and organizational identification as well as effect of emotional intelligence and its sub-divisions on organizational identification have been examined through SPSS packet program. In last part, findings of the study have been evaluated. According to the study results, optimism/mood regulation and usage of emotions that are the sub-dimensions of emotional intelligence have a positive impact on organizational identification whereas there is no sensible correlation between evaluation of emotions, emotional intelligence and organizational identification.



Keywords
Emotional Intelligence, Organizational Identification, Organization, Empathy, Call Center



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