IIARD International Institute of Academic Research and Development

RESEARCH JOURNAL OF MASS COMMUNICATION AND INFORMATION TECHNOLOGY (RJMCIT )

E-ISSN 2545-529X
P-ISSN 2695-2475
VOL. 8 NO. 1 2022

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Managers’ Intrapersonal Emotional Skill and Subordinate Quality Service of Manufacturing Firms in Rivers State, Nigeria

Agwuma, Precious Ogechi

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Abstract

This study examined how the application of managers’ intrapersonal emotion skill can be used to foster subordinate quality service in manufacturing firms in Rivers State. In doing this two research questions and two hypotheses were formulated. The study adopted cross-sectional survey design; the population of the study covered 489 participants. In order to draw up a sample, the Taro Yamane formula was used and from which a sample of 220 was drawn. The study data was accessed using structured questionnaire. Data analysis was carried out using the Spearman’s Rank Order Correlation Coefficient. Given the outcome of positive relationship between the variables of the study, the study concludes that because of the essential roles the employees play in the pursuit and actualization of corporate goals, managers who do not possess and apply intrapersonal emotional skill will find it difficult to influence other to win their cooperation toward sustained service quality. Hence, the study recommends that emotional skill development programs such as training and coaching should be prioritized in the organization given its role in enhancing workers competency and self-control and also in facilitating reliability and courtesy.

keywords:

Managers’ Intrapersonal Emotional Skill, Subordinate Service Quality, Service Reliability, Courtesy

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