Abstract:
Adaptable frontline employees are an asset for the organization and customer alike as
they are an indispensable part of service experience. They are subjected to pressures
which are not found on any other, positions in the organizations and displaying
organizationally desired emotions play an important part in a service sector. Therefore,
the present research examines the impact of emotional interlayered and frontline
employee adaptability on job performance of health assistants in teaching hospital,
Batticaloa. This study was implemented with three variables, namely emotional
intelligence, frontline employee adaptability and job performance. Here emotional
intelligence was an independent variable. Frontline employee adaptability functioned
as a mediator between the two variables and the dependent variable is job performance.
This study eliminates the empirical knowledge gap in the teaching hospital Batticaloa.
Using a structured questionnaire the data was collected from 2Il health assistants of
selected in teaching hospital Batticaloa. And the collected data was analyses by using
Statistical Package for Social Science (SPSS 25.0 Version) through descriptive,
correlation and mediating analyses.
Researcher hypothesized and found that emotional intelligence, frontline employee
adaptability and job performance are in high level among the respondents. The study
also revealed that emotional intelligence, frontline employee adaptability and job
performance were positively related to each other. Moreover, this study found that
emotional intelligence and frontline employee adaptability have high impact on job
performance. Frontline employees adaptability has been found to cast patrial mediating
effect on the relationship between emotional intelligence and job performance.
