Eshuis, J., Boer, N.D. and Klijn, E.H.
Street-level bureaucrats' emotional intelligence and its relation with their performance - Public Administration: An International Quarterly - 101(3), Sep, 2023: p.804-821
This article analyses whether the emotional intelligence (EI) of street-level bureaucrats, in this case inspectors, predicts their individual performance. It explores whether EI predicts the aggression that inspectors face and whether this explains the relation between EI and performance. Our survey among 547 inspectors, measuring their (self) perceptions, shows that inspectors' ability to appraise others' emotions and use their emotions intelligently (i.e., motivating themselves and maintaining a positive attitude) is significantly associated with inspectors' performance. Ability to appraise others' emotions predicts increases encountered aggression (as perceived by inspectors), and capacity to regulate one's emotions correlates with decreased perceived encountered aggression. The paper contributes to street-level bureaucracy literature by identifying affective factors that help explain performance, and to EI literature by theorizing and testing succedents of various dimensions of EI rather than assuming that EI is unidimensional. – Reproduced
https://onlinelibrary.wiley.com/doi/10.1111/padm.12841
Bureaucracy, Street-level bureaucrats, Bureaucrats, Emotional intelligence (EI)
Street-level bureaucrats' emotional intelligence and its relation with their performance - Public Administration: An International Quarterly - 101(3), Sep, 2023: p.804-821
This article analyses whether the emotional intelligence (EI) of street-level bureaucrats, in this case inspectors, predicts their individual performance. It explores whether EI predicts the aggression that inspectors face and whether this explains the relation between EI and performance. Our survey among 547 inspectors, measuring their (self) perceptions, shows that inspectors' ability to appraise others' emotions and use their emotions intelligently (i.e., motivating themselves and maintaining a positive attitude) is significantly associated with inspectors' performance. Ability to appraise others' emotions predicts increases encountered aggression (as perceived by inspectors), and capacity to regulate one's emotions correlates with decreased perceived encountered aggression. The paper contributes to street-level bureaucracy literature by identifying affective factors that help explain performance, and to EI literature by theorizing and testing succedents of various dimensions of EI rather than assuming that EI is unidimensional. – Reproduced
https://onlinelibrary.wiley.com/doi/10.1111/padm.12841
Bureaucracy, Street-level bureaucrats, Bureaucrats, Emotional intelligence (EI)