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ABSTRACT
This paper aims at identifying the relationship between emotional intelligence and turnover intentions of frontline bank employees in Bangladesh. The study also included leadership influence as a moderator to test how it influences the relationship between the two. The study has a valid sample size of 927 using convenience sampling technique. The results indicate that emotional intelligence has a positive and strong relationship with turnover intention, that is, employees with higher emotional intelligence have a higher turnover intention. The results also depict that higher leadership influence can have a strong influence on the relationship, that is, leaders with higher influence can reduce the turnover intention of the employees. The result of this empirical study is expected to be beneficial for those managers who want to retain their valuable, competent employees and for the academicians who wish to investigate further in the areas of emotional intelligence, turnover intention and leadership influence.
KEYWORDS: Emotional intelligence, Turnover intention, Leadership influence, Employee, Manager.
1.0 INTRODUCTION
The optimum effectiveness and efficiency of an organization do not merely depend upon its financial resources or using the best strategy, rather it is determined by the extent to which and how it is using its human resources (Hosain, 2017). Employees are the most focused factor today that possesses some cognitive and behavioral skills. Among them, emotional intelligence (EI) plays a very critical role in shaping an employee's individual performance. Some researchers argued that EI is a consistent trait whereas some others consider it as an area of improvement. Although a few investigations have been conducted to identify the influence of emotions or emotional intelligence on turnover intentions (desire to leave the job) in some areas like healthcare, tourism and sports, comparatively a little bit of attention have been given to the role of leaders (in this case, managers) on this issue. Moreover, such investigations are largely absent in banking sector, which is considered as one of the most stressful jobs in a growing economy like Bangladesh. Therefore, the study aims at identifying the impact of emotional intelligence (EI) on turnover intentions (TI) considering the role of managerial influence/ability to moderate employee emotions of the frontline (customer service or cash officers) bank employees in Bangladesh.
2.0 JUSTIFICATION AND SIGNIFICANCE OF THE RESEARCH