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© Korean Journal for Industrial and Organizational Psychology, 2016
Korea Counseling Graduate University
Korea Counseling Graduate University
How to Cite
The effect of emotional intelligence on turnover behaviors among call center employees
Vol 29 No 2 (2016): Korean Journal of Industrial and Organizational Psychology
Submitted: May 10, 2019
Published: May 31, 2016
The purpose of this study is to examine the effect of emotional intelligence (EI) on turnover behaviors among call center employees. We investigated the relationship between EI and turnover behaviors during 190 days at two call centers located in Korea. Survival analyses revealed that EI significantly reduced turnover rate after controlling for the Big 5 personality traits. Specifically, most of the employees with low EI quit their jobs within the first 2 months while only half of the employees with high EI did. The importance of EI in the emotional labor settings and suggestions for the future research are discussed.