The role of emotional intelligence and empathy as personal resources in enhancing employee performance in the IT industry: a job demands-resources perspective

This study investigates the relationships among Organisational Ethics (ETH), Interpersonal Relationships (IR), Job Autonomy (AUT), Support from Top Management (STM), Job Demands, Job Resources, Emotional Intelligence (EI) and Empathy (EMP) and Employee Performance (EP) within the IT (Information Technology) Industry through the JD-R (Job Demands-Resources) theory. This study examines how organisational and job-related factors are associated with Job demands and Job resources which are subsequently associated with Emotional Intelligence, Empathy and Employee Performance. Given the limitations from the previous empirical studies on EI and EMP as personal resources in IT industry context, this research aims to fill this gap by investigating the association of these personal resources with EP with a special focus on the IT industry. A quantitative research design was adopted using a structured questionnaire administered through a survey among IT employees working in different management and technical positions in Bengaluru, India. Around 318 valid responses were collected and analysed using SPSS and Jamovi. Structural Equation Modelling (SEM) was used to analyse the relationships among the constructs. The findings indicate that Emotional Intelligence and Empathy are significantly positively associated with Employee Performance in the IT industry. Further, the significant association of Job demands and Job resources with EI and EMP indicates the significance of workplace conditions in shaping employees’ emotional capabilities. This study applies the JD-R framework to examine EI and EMP as personal resources connecting job characteristics with employee performance outcomes in the IT industry. These research findings contribute to the literature of EP by providing practical insights for the IT industry seeking to enhance employee performance by developing emotional competencies and creating a supportive work culture.