Street-level bureaucrats' emotional intelligence and its relation with their performance
By: Eshuis, J., Boer, N.D. and Klijn, E.H
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Material type: 
BookPublisher: Public Administration: An International Quarterly Description: 101(3), Sep, 2023: p.804-821.Subject(s): Bureaucracy, Street-level bureaucrats, Bureaucrats, Emotional intelligence (EI)
In:
Public Administration: An International QuarterlySummary: 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
| Item type | Current location | Call number | Vol info | Status | Date due | Barcode |
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Articles
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Indian Institute of Public Administration | 101(3), Sep, 2023: p.804-821 | Available | AR130610 |
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
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