Department of Commerce, Shri Ram College of Commerce, University of Delhi, New Delhi, India.
Abstract
The Indian IT-BPO sector, despite having a high growth rate, strong infrastructure, and a vast talent pool, continues to face persistent challenges with high employee attrition. This paper examines the relationship between Emotional Intelligence (EI), Employee Engagement (EE), and Intention-to-Quit (ITQ) among employees working in this sector. Drawing on culturally grounded perspectives and validated scales, the study collected data from 110 employees working in IT-BPO companies. Using correlation, regression, and mediation analysis, findings reveal a significant inverse relationship between EI and ITQ, particularly through the components of emotional regulation and empathy. Furthermore, spiritually aligned engagement was found to mediate the relationship between EI and ITQ, highlighting the role of inner alignment and meaning, making in Indian workplace contexts. The study also emphasises that while emotional intelligence (EI) plays some role in understanding the employees’ intentions to quit, other factors, such as, compensation, work-life balance, and stress, may affect retention. Therefore, the paper highlights the need for formulating holistic HR strategies that integrate emotional development with contextual engagement practices to address attrition in India’s IT-BPO industry.
Keywords: Emotional Intelligence, Employee Engagement, Turnover Intentions, BPO-IT Sector
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