Abstract:
This study intends to find out how Emotional Intelligence (EI), Emotional Labour
(EL) and Emotional Commitment (EC) impact Employee Productivity. The relationship
among above mentioned independent and dependent variables has been analyzed in a service
sector environment located in the Western Province of Sri Lanka. This research study will be
a significant one to any service sector organisation’s work environment because no matter
how well employers train their employees, employees are human and they run their career
marathons along with their basic human emotions. A random sample of 50 employees has
been selected from 5 random branch units out of 13 which belong to the organization’s
Western Region cluster, regardless of their job grade, as all branch-level employees maintain
direct contact/interaction with clients/customers. Data was collected using a questionnaire
which consisted of 54 questions using MSCEIT and 5 Point Likert Scale measurement
methods. The data analysis included correlation analysis and regression analysis. According
to the findings, it was evident that there is a positive co-relationship between employee
productivity and emotional intelligence, employee productivity and emotional labour, and
employee productivity and employee commitment. Based on results obtained through SPSS
calculations, it has been proved that EI, EL and EC have a significant impact on Employee
Productivity.
