Beyond technical skills: a fuzzy DEMATEL analysis of emotional intelligence and its impact on IT professionals’ performance in hybrid work settings

Abstract This study explores the key factors influencing emotional intelligence among information technology (IT) professionals in hybrid work environments and their impact on performance and interpersonal dynamics. Utilizing a mixed model approach, the study analyzed data from 422 valid responses, identifying six critical factors through exploratory factor analysis (EFA), which were subsequently validated using confirmatory factor analysis (CFA). Complementing this, a fuzzy linguistic scale facilitated pairwise comparisons of these factors, with inputs drawn from 15 experts possessing over 10 years of industry experience. The findings highlight Trustworthiness, Interpersonal influence and Adaptability as critical causal factors shaping the dimensions of emotional intelligence, notably Emotional clarity and Self-expression, which substantially enhance decision-making, collaboration and job performance. The research provides actionable insights for organizations to develop tailored training programs aimed at fostering key emotional intelligence factors, thereby improving productivity and interpersonal effectiveness. By integrating EFA, CFA and fuzzy DEMATEL, this research provides a novel framework for understanding emotional intelligence in hybrid work contexts. It offers both theoretical contributions to the emotional intelligence literature and actionable strategies for organizations seeking to enhance their employees' emotional intelligence.