Moderating Role of Emotional Intelligence in Conflict Resolution Strategies and Organizational Citizenship Behavior

Abstract

This study investigates the moderating role of emotional intelligence between conflict resolution strategies and organizational citizenship behavior. The study uses social exchange theory by Blau (1964) to justify the proposed model. The data for this study is collected from 132 employees working in banking industry in five major cities of Pakistan. The data is cross sectional in nature and Baron and Kenny’s (1986) technique is used to test the moderation. The result suggests that conflict resolution strategies significantly relate to organizational citizenship behavior and Emotional Intelligence moderates and strengthens the relationship. Based on the findings, we propose that organizations should work towards improving emotional intelligence of employees to minimize conflicts.