Emotional Intelligence as a Moderator: Navigating Work-Family Conflict and Work Engagement in Malaysia's Services Sector

This study aim examine the interplay between work-family conflict (WFC), emotional intelligence (EI), and work engagement (WE) in Malaysia's service sector.through the lens of the Job Demands-Resources (JD-R) theory.Using a sample of 150 employees from Malaysia's wholesale and retail trade, food and beverage, and accommodation sectors, data were gathered through both online and pen-and-paper surveys and quantitatively analyzed using partial least squares structural equation modeling (PLS-SEM).The findings reveal that work interference with family (WIF) and family interference with work (FIW) negatively impact WE.Notably, EI acts as a buffer against the detrimental effects of WIF on WE but shows no significant moderating effect for FIW.This study enriches the JD-R theory by positioning EI as a vital personal resource, shifting the focus from burnout to work engagement as a critical outcome of job demands.From a practical standpoint, it emphasizes the potential of EI-based strategies to mitigate the adverse effects of WFC and foster employee WE in Malaysia's service sector.By shedding light on the nuanced role of EI, the study offers both theoretical contributions and actionable insights for organizations aiming to enhance workforce resilience and productivity.