Identification and prioritisation of emotional intelligence dimensions impacting the success of HR professionals using Analytic Hierarchy Process (AHP)
Restricted accessResearch articleFirst published online 2026
Identification and prioritisation of emotional intelligence dimensions impacting the success of HR professionals using Analytic Hierarchy Process (AHP)
Emotional intelligence (EI) has been widely recognised as a key determinant of professional effectiveness, yet limited research has systematically examined which EI dimensions are most critical for Human Resource Professionals (HRPs).
Objective
This study aimed to identify and prioritise the EI dimensions that most significantly influence the success of HRPs.
Methods
A mixed approach was adopted, beginning with a literature review and expert consultations to identify relevant EI dimensions. These were structured into a hierarchical model and evaluated using the Analytic Hierarchy Process (AHP). Pairwise comparisons were conducted with 50 HR experts to establish the relative importance of each dimension.
Results
The AHP analysis revealed self-awareness, stress management, and empathy as the top three EI dimensions for HRPs, followed by optimism, orderliness, and decision-making.
Conclusions
The study offers a structured framework for evaluating and ranking EI competencies, demonstrating the utility of AHP in HR research. Findings highlight the central role of EI in enhancing HR effectiveness and provide actionable insights for recruitment, training, and development of HR professionals across industries.
DeleryJERoumpiD. Strategic human resource management, human capital and competitive advantage: is the field going in circles?Hum Resour Manag J2017; 27(1): 1–21. https://doi.org/10.1111/1748-8583.12137
2.
SalehzadehRZiaeianM. Decision making in human resource management: a systematic review of the applications of analytic hierarchy process. Front Psychol2024; 15: 1400772. https://doi.org/10.3389/fpsyg.2024.1400772
3.
BoonCEckardtRLepakDP, et al.Integrating strategic human capital and strategic human resource management. Int J Hum Resour Manag2018; 29(1): 34–67. https://doi.org/10.1080/09585192.2017.1380063
JordanPJTrothAC. Emotional intelligence and conflict resolution: implications for human resource development. Adv Develop Hum Resour2002; 4(1): 62–79. https://doi.org/10.1177/1523422302004001005
6.
Cu_ellar-MolinaDGarc_ıa-CabreraAMde la Cruz D_eniz-D_enizM. Emotional intelligence of the HR decision-maker and high-performance HR practices in SMEs. Eur J Manag Bus Econ2019; 28(1): 52–89.
7.
BrunettoYTeoSTShacklockK, et al.Emotional intelligence, job satisfaction, well‐being and engagement: explaining organisational commitment and turnover intentions in policing. Hum Resour Manag J2012; 22(4): 428–441. https://doi.org/10.1111/j.1748-8583.2012.00198.x
8.
MuncyLM. Experiences of human resource professionals regarding empathy in the workplace. Doctoral dissertation, Capella University, 2020.
9.
UlrichDYoungerJBrockbankW, et al.The state of the HR profession. Hum Resour Manag2013; 52(3): 457–471.
PérezJCPetridesKVFurnhamA. Measuring trait emotional intelligence. In: SchulzeRRobertsR (eds) International handbook of emotional intelligence. Hogrefe & Huber, 2005, pp. 181–201.
12.
RezvaniAChangAWiewioraA, et al.Manager emotional intelligence and project success: the mediating role of job satisfaction and trust. Int J Proj Manag2016; 34(7): 1112–1122. https://doi.org/10.1016/j.ijproman.2016.05.012
13.
PetridesKPitaRKokkinakiF. The location of trait emotional intelligence in personality factor space. Br J Psychol2007; 98(2): 273–289. https://doi.org/10.1348/000712606X120618
14.
ChernissCGolemanD. The emotionally intelligent workplace: how to select for, measure, and improve emotional intelligence in individuals, groups, and organizations. Jossey-Bass, 2001.
15.
HughesMPattersonLTerrellJ. Emotional intelligence in action: training and coaching activities for leaders and managers. John Wiley and Sons, 2005.
16.
MamataCKavilalEG. Exploring EI and conflict management through a systematic literature review and bibliometric analysis. J Adv Manag Res. 2025. https://doi.org/10.1108/JAMR-04-2024-0137
17.
GolemanD. Working with emotional intelligence. Bantam Books, 1998.
18.
BoyatzisRGolemanDRheeKS. Clustering competence in emotional intelligence: insights from the emotional competence inventory. In: Bar-OnRParkerJD (eds) The handbook of emotional intelligence: theory, development, assessment, and application at home, school, and in the workplace. Jossey-Bass, 2000, pp. 343–362.
19.
KhosraviPRezvaniAAshkanasyNM. Emotional intelligence: a preventive strategy to manage destructive influence of conflict in large scale projects. Int J Proj Manag2020; 38(1): 36–46. https://doi.org/10.1016/j.ijproman.2019.11.001
20.
MaJLiuC. The moderating effect of emotional intelligence on the relationship between supervisor conflict and employees’ counterproductive work behaviors. Int J Conflict Manag2019; 30(2): 227–245. https://doi.org/10.1108/ijcma-11-2017-0140
21.
HopkinsMMYonkerRD. Managing conflict with emotional intelligence: abilities that make a difference. J Manag Dev2015; 34(2): 226–244. https://doi.org/10.1108/jmd-04-2013-0051
22.
MichinovE. The moderating role of emotional intelligence on the relationship between conflict management styles and burnout among firefighters. Saf Health Work2022; 13(4): 448–455. https://doi.org/10.1016/j.shaw.2022.07.001
23.
LiYLiKWeiW, et al.Critical thinking, emotional intelligence and conflict management styles of medical students: a cross-sectional study. Think Skills Creativ2021; 40: 100799. https://doi.org/10.1016/j.tsc.2021.100799
24.
Da SilvaMa. BDa CostaPRKniessCT. Environmental training and developing individual environmental sustainability competences in Brazilian chemical sector companies. Ind Commerc Train2019; 51(1): 40–51. https://doi.org/10.1108/ict-12-2017-0105
25.
Periáñez-CañadillasICharterinaJPando-GarcíaJ. Assessing the relevance of digital competences on business graduates’ suitability for a job. Ind Commerc Train2019; 51(3): 139–151. https://doi.org/10.1108/ict-09-2018-0076
26.
HendijaniRSohrabiB. The effect of humility on emotional and social competencies: the mediating role of judgment. Cogent Bus Manag2019; 6(1): 1641257. https://doi.org/10.1080/23311975.2019.1641257
27.
DierdorffECRubinRSBachrachDG. Role expectations as antecedents of citizenship and the moderating effects of work context. J Manag2012; 38: 573–598.
28.
GolisCC. The humm handbook: lifting your level of emotional intelligence. Wilkinson Publishing, 2007.
29.
GiorgiGMancusoSPerezFJF. Organizational emotional intelligence and top selling. Eur J Psychol2014; 10(4): 712–725. https://doi.org/10.5964/ejop.v10i4.755
30.
HerpertzSNizielskiSHockM, et al.The relevance of emotional intelligence in personnel selection for high emotional labor jobs. PLoS One2016; 11(4): e0154432. https://doi.org/10.1371/journal.pone.0154432
31.
DuanWQGulistanMAbbasiFH, et al.Q-rung double hierarchy linguistic term set fuzzy AHP; applications in the security system threats features of social media platforms. Int J Intell Syst2022; 37: 5152–5185. https://doi.org/10.1002/int.22755
32.
SaatyTL. How to make decision: the analytic hierarchy process. Eur J Oper Res1990; 48(1): 9–26.
33.
RafikulIRasadSM. Employee performance evaluation by the AHP: a case study. Asia Pac Manag Rev2006; 11(3): 163–176.
34.
Carrera-RiveraAOchoaWLarrinagaF, et al.How-to conduct a systematic literature review: a quick guide for computer science research. MethodsX2022; 9: 101895. https://doi.org/10.1016/j.mex.2022.101895
35.
MoherDLiberatiATetzlaffJ, et al.Preferred reporting items for systematicreviews and meta-analyses: the PRISMA statement. PLoS Med2009; 6(7): e1000097. https://doi.org/10.1371/journal.pmed.1000097
36.
ThorndikeEL. Intelligence and its uses. Harpers Mag1920; 140: 227–235.
37.
GardnerHE. Frames of mind: the theory of multiple intelligences. 3rd ed.Basic Books, 2011.
DavaeiMGunkelMVeglioV, et al.The influence of cultural intelligence and EI on conflict occurrence and performance in global virtual teams. J Int Manag2022; 28(4): 100969. https://doi.org/10.1016/j.intman.2022.100969
SharmaJDharRLTyagiA. Stress as a mediator between work–family conflict and psychological health among the nursing staff: moderating role of emotional intelligence. Appl Nurs Res2016; 30: 268–275. https://doi.org/10.1016/j.ar.2015.01.010
42.
PetridesKVFurnhamA. Trait emotional intelligence: psychometric investigation with reference to established trait taxonomies. Eur J Pers2001; 15(6): 425–448. https://doi.org/10.1002/per.416
43.
O’ConnorPJHillAKayaM, et al.The measurement of emotional intelligence: a critical review of the literature and recommendations for researchers and practitioners. Front Psychol2019; 10: 1116. https://doi.org/10.3389/fpsyg.2019.01116
44.
ShowrySManasaKVL. Self-awareness—Key to effective leadership. IUP Journal of Soft Skills2014; 8(1): 15–26.
45.
BaumeisterRFLeithKPMuravenM, et al.Self-regulation as a key to success in life. In: Improving competence across the lifespan. Springer, 2002, pp. 117–132.
46.
DietlERebJ. A self-regulation model of leader authenticity based on mindful self-regulated attention and political skill. Hum Relat2021; 74(4): 473–501. https://doi.org/10.1111/j.1748-8583.2012.00198.x
UnsworthKLMasonCM. Self-concordance strategies as a necessary condition for self-management. J Occup Organ Psychol2016; 89(4): 711–733. https://doi.org/10.1111/joop.12149
LievensFSackettPR. The validity of interpersonal skills assessment via situational judgment tests for predicting academic success and job performance. J Appl Psychol2012; 97: 460–468. https://doi.org/10.1037/a0025741
51.
BeenenGPichlerSLivingstonB, et al.The good manager: development and validation of the managerial interpersonal skills scale. Front Psychol2021; 12: 631390. https://doi.org/10.3389/fpsyg.2021.631390
52.
TysonW. Interpersonal skills. In: TysonW (ed) Teaching and learning employability skills in career and technical education. Palgrave Macmillan, 2020, pp. 109–128.
53.
Di LorenzoRVenturelliGSpigaG, et al.Emotional intelligence, empathy and alexithymia: a cross-sectional survey on emotional competence in a group of nursing students. PubMed2019; 90(4-S): 32–43. https://doi.org/10.23750/abm.v90i4-s.8273
54.
Shamay-TsooryS. The neuropsychology of empathy: evidence from lesion studies. Rev Neuropsychol2015; 7(4): 237–243.
PorterJ. Attract and retain top talent. Strat Finance2011; 92(12): 56.
57.
GolemanDBoyatzisRMcKeeA. Primal leadership: realizing the power of emotional intelligence. Harvard Business School Press, 2002.
58.
BlakeRRMoutonJS. The managerial grid. Gulf, 1964.
59.
DeutschmanA. Change or die. Regan Books, 2007.
60.
FowlieJWoodM. The emotional impact of leaders’ behaviours. J Eur Ind Train2009; 33(6): 559–572.
61.
PulakosEDAradSDonovanMA, et al.Adaptability in the workplace: development of a taxonomy of adaptive performance. J Appl Psychol2000; 85(4): 612–624.
62.
CullenKLEdwardsBDCasperWC, et al.Employees’ adaptability and perceptions of change-related uncertainty: implications for perceived organizational support, job satisfaction, and performance. J Bus Psychol2013; 29: 1–12.
63.
NgoHLoiR. Human resource flexibility, organizational culture and firm performance: an investigation of multinational firms in Hong Kong. Int J Hum Resour Manag2008; 19: 1654–1666. https://doi.org/10.1080/09585190802295082
NevidJSRathusSAGreeneB. Abnormal psychology in a changing world media and research update. Prentice Hall, 2005.
66.
CoxT. The nature and measurement of stress. Ergonomics1985; 28(8): 1155–1163.
67.
SaloveyPBedellBTDetweilerJ, et al.Coping intelligently: emotional intelligence and the coping process. In: SndyerCR (ed) Coping: the psychology of what work. Oxford University Perss, 1999.
68.
MoradiAPishvaNEhsanHB, et al.The relationship between coping strategies and emotional intelligence. Proced Soc Behav Sci2011; 30: 748–751.
RichterMKönigCJKoppermannC, et al.Displaying fairness while delivering bad news: testing the effectiveness of organizational bad news training in the layoff context. J Appl Psychol2016; 101: 779–792.
71.
Beltrán-MartínIRoca-PuigVEscrig-TenaA, et al.Human resource flexibility as a mediating variable between high performance work systems and performance. J Manag2008; 34: 1009–1104.
72.
BalPMIzakM. Paradigms of flexibility: a systematic review of research on workplace flexibility. Eur Manag Rev2020; 18(1): 37–50. https://doi.org/10.1111/emre.12423
73.
WrightPMSnellSA. Toward a unifying framework for exploring fit and flexibility in strategic human resource management. Acad Manag Rev1998; 23: 756–772.
74.
YasirMMajidA. High-involvement HRM practices and innovative work behavior among production-line workers: mediating role of employee’s functional flexibility. Empl Relat2020; 42(4): 883–902. https://doi.org/10.1108/er-02-2018-0061
75.
ScheierMFCarverCS. Optimism, coping, and health: assessment and implications of generalized outcome expectancies. Health Psychol1985; 4(3): 219–247. https://doi.org/10.1037/0278-6133.4.3.219
Tejada-GallardoCBlasco-BelledATorrelles-NadalC, et al.How does emotional intelligence predict happiness, optimism, and pessimism in adolescence? Investigating the relationship from the bifactor model. Curr Psychol2020; 41(8): 5470–5480. https://doi.org/10.1007/s12144-020-01061-z
DienerEKesebirPLucasR. Benefits of accounts of well‐being—for societies and for psychological science. Appl Psychol2008; 57: 37–53.
82.
HillPLNickelLBRobertsBW. Are you in a healthy relationship? Linking conscientiousness to health via implementing and immunizing behaviors. J Pers2014; 82(6): 485–492. https://doi.org/10.1111/jopy.12051
83.
RobertsBWLejuezCKruegerRF, et al.What is conscientiousness and how can it be assessed?Dev Psychol2014; 50(5): 1315–1330. https://doi.org/10.1037/a0031109
84.
JacksonJJWoodDBoggT, et al.What do conscientious people do? Development and validation of the behavioral indicators of conscientiousness (BIC). J Res Pers2010; 44: 501–511. https://doi.org/10.1016/j.jrp.2010.06.005
85.
AustinEJSaklofskeDHEganV. Personality, wellbeing and health correlates of trait emotional intelligence. Pers Indiv Differ2005; 38: 547–558. https://doi.org/10.1016/j.paid.2004.05.009
GigerenzerG. Gut feelings: the intelligence of the unconscious. Viking, 2008.
88.
DaneEPrattMG. Conceptualizing and measuring intuition: a review of recent trends. Int Rev Ind Organ Psychol2009; 24: 1–40.
89.
PerkinsDN. The topography of invention. In: WeberRPerkinsDN (eds) Inventive minds: creativity in technology. OxfordUniversity Press, 1992, pp. 238–250.
Sadler‐SmithEAkstinaiteVAkinciC. Identifying the linguistic markers of intuition in human resource (HR) practice. Hum Resour Manag J2021; 32(3): 584–602. https://doi.org/10.1111/1748-8583.12410
92.
WangYRuheG. The cognitive process of decision making. Int J Cogn Informatics Nat Intell2007; 1(2): 73–85.
93.
WalgerCRoglioKDDAbibG. HR managers’ decision-making processes: a “reflective practice” analysis. Manag Res Rev2016; 39: 655–671. https://doi.org/10.1108/MRR-11-2014-0250
94.
DamasioAR. Descartes’ error: emotion, reason, and the human brain. Quill, 1994.
95.
LeBlancVRMcConnellMMMonteiroSD. Predictable chaos: a review of the effects of emotions on attention, memory and decision-making. Adv Health Sci Educ2015; 20(1): 265–282. https://doi.org/10.1007/s10459-014-9516-6
96.
PluckerJABeghettoRADowGT. Why isn’t creativity more important to educational psychologists? Potentials, pitfalls, and future directions in creativity research. Educ Psychol2004; 39: 83–96.
Krumrei-MancusoEJRouseSV. The development and validation of the comprehensive intellectual humility scale. J Pers Assess2015; 98(2): 209–221. https://doi.org/10.1080/00223891.2015.1068174
99.
OwensBPJohnsonMDMitchellTR. Expressed humility in organizations: implications for performance, teams, and leadership. Organ Sci2013; 24: 1517–1538.
McElroySERiceKGDavisDE, et al.Intellectual humility: scale development and theoretical elaborations in the context of religious leadership. J Psychol Theol2014; 42: 19–30. https://doi.org/10.1177/009164711404200103
102.
HopkinCRHoyleRHTonerK. Intellectual humility and reactions to opinions about religious beliefs. J Psychol Theol2014; 42: 50–61. https://doi.org/10.1177/009164711404200106
103.
GuptaKPBhaskarPSinghS. Prioritization of factors influencing employee adoption of e-government using the analytic hierarchy process. J Syst Inf Technol2017; 19: 116–137. https://doi.org/10.1108/JSIT-04-2017-0028
104.
WuCHFangWC. Combining the fuzzy analytic hierarchy process and the fuzzy Delphi method for developing critical competences of electronic commerce professional managers. Qual Quantity2011; 45: 751–768. https://doi.org/10.1007/s11135-010-9425-6
105.
PeregrinSJablonskyJ. Comparison of the analytic hierarchy process and the analytic network process in human resource management. Int J Hum Resourc Dev Manage2021; 21: 75–93. https://doi.org/10.1504/IJHRDM.2021.114898
106.
TavanaMKennedyDTJoglekarP. A group decision support framework for consensus ranking of technical manager candidates. Omega: the. Int. J. Manag. Sci1996; 24: 523–538. https://doi.org/10.1016/0305-0483(96)00030-8
107.
GaoQXuJWangQ, et al.The use of the analytic hierarchy process in improving psychological empowerment and employee performance. J Organ End User Comput2023; 35: 1–22. https://doi.org/10.4018/JOEUC.321171
108.
FengXMQuYSunKJ, et al.Identifying strategic human resource management ability in the clinical departments of public hospitals in China: a modified Delphi study. BMJ Open2023; 13: e066599. https://doi.org/10.1136/bmjopen-2022-066599
109.
KashiK. AHP in personnel management: can the key competencies change with COMPANY’ S strategy?Int J Analyt Hierar Process2016; 8: 297. https://doi.org/10.13033/ijahp.v8i1.297
110.
Min-PengXXiao-HuZXinD. Modeling of engineering R&D staff performance appraisal model based on fuzzy comprehensive evaluation. Syst Eng Proc2012; 4: 236–242. https://doi.org/10.1016/j.sepro.2011.11.071
111.
Hong-LeiZWen-ShanYJin-LeiY. Performance evaluation on human resource management of commercial banks based on analytic hierarchical model. In: International conference on electronic commerce and business intelligence, Beijing, 6–7 June 2009, pp. 361–365.
112.
TsaiPHKaoYLKuoSY. Exploring the critical factors influencing the outlying island talent recruitment and selection evaluation model: empirical evidence from Penghu, Taiwan. Eval Progr Plann2023; 99: 102320. https://doi.org/10.1016/j.evalprogplan.2023.102320
113.
LuoJZhuK. The influential factors on the attraction of outstanding scientific and technological talents in developed cities in China. Sustainability2023; 15: 214. https://doi.org/10.3390/su15076214
114.
LaiYLIshizakaA. The application of multi-criteria decision analysis methods into talent identification process: a social psychological perspective. J Bus Res2020; 109: 637–647. https://doi.org/10.1016/j.jbusres.2019.08.027
115.
FarsijaniHAref NejadM. Ranking the factor influencing on implement of e-HRM in order to achieve world class. J Public Admin Pers2011; 6: 75–94.
116.
GoelPMehtaSKumarR, et al.Sustainable green human resource management practices in educational institutions: an interpretive structural modelling and analytic hierarchy process approach. Sustainability2022; 14: 2853. https://doi.org/10.3390/su141912853
HairJFGabrielMLDa SilvaD, et al.Development and validation of attitudes measurement scales: fundamental and practical aspects. RAUSP Manag J2019; 54(4): 490–507. https://doi.org/10.1108/rausp-05-2019-0098
119.
SaatyT. Decision making with the analytic hierarchy process. Int J Serv Sci2008; 1(1): 83–98.
120.
ManoharanTMuralidharanCDeshmukhS. An integrated fuzzy multi-attribute decision-making model for employees’ performance appraisal. Int J Hum Resour Manag2011; 22(3): 722–745. https://doi.org/10.1080/09585192.2011.543763
121.
ChatzimouratidisATheotokasILagoudisIN. Decision support systems for human resource training and development. Int J Hum Resour Manag2011; 23(4): 662–693. https://doi.org/10.1080/09585192.2011.561235
122.
OhN. Collective decision-making for developing emergency management capabilities. International Journal of Emergency Services2020; 9(2): 179–202. https://doi.org/10.1108/ijes-06-2019-0025
123.
WilliamGZikmundBJBabinJC, et al.Business research methods. Cengage Learning, 2013.
124.
GhazalehMAZabadiAM. Promoting a revamped CRM through internet of things and big data: an AHP-based evaluation. Int J Organ Anal2019; 28(1): 66–91. https://doi.org/10.1108/ijoa-12-2018-1602
DrakePRDongMLHussainM. The lean and agile purchasing portfolio model. Supply Chain Manag: Int J2013; 18(1): 3–20.
127.
HussainMAjmalMKhanM, et al.Competitive priorities and knowledge management: an empirical investigation of manufacturing companies in UAE. J Manuf Technol Manag2015; 26(6): 791–806.
128.
UsluBErenTGürŞ, et al.Evaluation of the difficulties in the internet of things (IoT) with multi-criteria decision-making. Processes2019; 7(3): 164. https://doi.org/10.3390/pr7030164
129.
CardenJJonesRJPassmoreJ. Defining self-awareness in the context of adult development: a systematic literature review. J Manag Educ2021; 46(1): 140–177. https://doi.org/10.1177/1052562921990065
FteihaMAwwadN. Emotional intelligence and its relationship with stress coping style. Health Psychol Open2020; 7(2): 205510292097041. https://doi.org/10.1177/2055102920970416
132.
LambertSDimitriadisNVenerucciM, et al.Empathic gaze: a study of human resource professionals. Journal of Work-applied Management2022; 14(1): 102–111. https://doi.org/10.1108/jwam-06-2021-0044
ChenSL. The relationship of leader psychological capital and follower psychological capital, job engagement and job performance: a multilevel mediating perspective. Int J Hum Resour Manag2015; 26(18): 1–17.
135.
ChhajerRRoseELJosephT. Role of self-efficacy, optimism and job engagement in positive change: evidence from the Middle East. Vikalpa2018; 43(4): 222–235. https://doi.org/10.1177/0256090918819396
136.
BarrickM. R.MountM. K.StraussJ. P. Conscientiousness and performance of sales representatives: Test of the mediating effects of goal setting. Journal of Applied Psychology. 1993; 78(5): 715–722. https://doi.org/10.1037/0021-9010.78.5.715
137.
KellyJGennardJ. Business strategic decision making: the role and influence of directors. Hum Resour Manag J2010; 17(2): 99–117.
138.
EkowatiDAbbasAAnwarA, et al.Engagement and flexibility: an empirical discussion about consultative leadership intent for productivity from Pakistan. Cogent Bus Manag2023; 10(1): 2196041. https://doi.org/10.1080/23311975.2023.2196041
139.
GallardoRM. Role of leadership and participation: social innovation in health in selected provinces in the Philippines. International Journal of Public Leadership2019; 15(4): 238–256. https://doi.org/10.1108/IJPL-05-2019-0020
140.
CableDMTurbanDB. Establishing the dimensions, sources and value of job seekers’ employer knowledge during recruitment. Res Person Hum Resour Manag2001; 20: 115–163. https://doi.org/10.1016/S0742-7301(01)20002-4
141.
MathisRLJacksonJH. Human resource management. 12th ed.Cengage Learning, 2008.
142.
RyanAMDelanyT. Attracting job candidates to organizations. In: FarrJLTippinsN (eds) Handbook of employee selection. Routledge, 2010, p. 127.
