Management Through the Emotional Lens: Employee Perceptions in Merchandising Businesses
DOI:
https://doi.org/10.11594/ijmaber.07.10.19Keywords:
Emotional intelligence, Employee perceptions, Management, Merchandising businesses, Workplace relationshipsAbstract
This study determined the level of emotional intelligence demonstrated by management of merchandising businesses in Molave, Zamboanga del Sur, as perceived by employees. It focused on four dimensions of emotional intelligence: self-awareness, motivation, empathy, and social skills. A descriptive-quantitative research design was employed, with 170 employees from 26 merchandising businesses participating through total population sampling. Data were gathered using an adapted and modified questionnaire based on Singh’s (2004) measure of emotional intelligence and were analyzed using weighted means. The findings showed that management demonstrated a generally high level of emotional intelligence across the four dimensions. Motivation received the highest grand mean of 3.29 and was interpreted as strongly agree, indicating very high emotional intelligence in this dimension. Self-awareness obtained 3.24, social skills 3.20, and empathy 3.15, all interpreted as agree. Although empathy remained within the high level, it received the lowest assessment, particularly in carefully listening to employees’ concerns. The findings highlight the value of strengthening empathy, active listening, responsiveness, and supportive communication in management practices. The study suggests that merchandising businesses may use emotional-intelligence enhancement activities, feedback sessions, team-building, and leadership development to strengthen employee-management relationships and workplace effectiveness.
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Copyright (c) 2026 Emman A. Arbis, Kimberly M. Marbasa, Krisia Meh M. Secuya, Reshlee Anne G. Secuya, Bengie S. Datwin
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