Managers’ Emotional intelligence: A pledge of performance or a passing fad? The case of call centres

Abstract

Despite the fact that studies addressed emotional intelligence as a prerequisite for success in companies, little empirical research has tested the fundamental assumption of the relationship between emotional intelligence and organizational performance. Our study explores the importance of emotions in Moroccan companies, and underscores taking into account organizational citizenship behaviours in measuring organizational performance. We conducted interviews with managers from diverse backgrounds. Ten semi-structured interviews were performed. The results assert the importance of considering employees emotions and human dimension, which are steadily being adopted by Moroccan companies.