—This research paper is a cross-cultural study of
demographic variables and their role on emotional intelligence
and work values among 437 purposively selected call center
representatives (CSRs) from the Middle East, Iran, Pakistan,
Russia, India, and the Philippines. The paper aims to establish a
baseline literature on the link between demographic variables
(such as gender, civil status, work time schedule, and
nationality) on emotional intelligence and work values that
leads to the appropriate conceptualization of organizational
change programs. The descriptive, comparative-correlational
methods were employed as this paper also threshes out whether
CSRs differ on emotional intelligence and work values based on
demographic characteristics. The researchers utilized three
instruments such as Demographic Profile Sheet, Emotional
Competence Inventory, and Work Values Inventory. The
general findings confirm that there is a significant relationship
between emotional intelligence (particularly on the clusters of
self- management, social awareness and relationship
management) and work values (specifically in the areas of
management, achievement, supervisory relations, way of life,
and independence). In line with the results, the organizational
change programs with emphasis on diversity management have
been introduced to set future directions for organizations in call
center organizations involved in the study.
—Demographic variables, emotional intelligence,
organizational change, work values.
Rommel Pilapil Sergio is with the Canadian University of Dubai, United
Arab Emirates (e-mail: firstname.lastname@example.org).
Cite: Rommel Pilapil Sergio, Antonette Lazaro Dungca, and Luzelle Anne Gonzales-Lim Ormita, "The Demographic Variables and Emotional Intelligence as
Correlates of Work Values: A Cross-Cultural Examination
towards Organizational Change," Journal of Economics, Business and Management vol. 3, no. 2, pp. 167-175, 2015.