JOURNAL OF EASTERN EUROPEAN AND CENTRAL ASIAN RESEARCH Vol 2, No 1 (2015) www.ieeca.org/journal 1 EM OTIONAL INTELLIGENCE, W ORK/FAM ILY CONFLICT, AND W ORK VALUES AM ONG CUSTOM ER SERVICE REPRESENTATIVES: BASIS FOR ORGANIZATIONAL SUPPORT Rommel Pilapil Sergio Canadian University of Dubai, UAE Luzelle Gonzales-Lim Ormita Far Eastern University, Manila, Philippines Antonette Lazaro Dungca University of the Philippines, Quezon City, Philippines Jennifer Ocampo Gonzales Canadian University of Dubai, UAE ABSTRACT This research paper discusses the profile of emotional intelligence, work/family conflict, and work values among 437 purposively selected customer service representatives (CSRs) from the Middle East, Iran, Pakistan, Russia, India, and the Philippines. Moreover, the study leads to a set of organizational change development programs to assist organizations coping with their diversity concerns. Descriptive, comparative-correlational methods were employed. This paper also aims to find the correlates of emotional intelligence such as work/family conflict, and work values. The researchers utilized several instruments, the Demographic Profile Sheet, Emotional Competence Inventory, Work/Family Conflict Scale, and Work Values Inventory. The general findings reveal that there is a significant relationship between emotional intelligence and work/family conflict, particularly in the areas of self-management, social awareness and relationship management. There is a significant relationship between emotional intelligence (particularly in the clusters of self-management, social awareness and relationship management) and work values (specifically in the areas of management, achievement, supervisory relations, way of life, and independence). The organizational development support programs w ith emphasis on diversity management have been recommended to set future directions for call center organizations involved in the study. Keywords: Emotional Intelligence, Work/Family Conflict, Customer Service Representatives, Work Values, Organizational Support DOI: http://dx.doi.org/10.15549/jeecar.v2i1.86 INTRODUCTION Industry analyst Ben Teehankee said that the policy among customer service firms to keep changing their employees to keep them fresh and enthusiastic is a strategy which is not consistent with giving good jobs to employees and developing people for higher job responsibilities (Pena, 2008). In this light, the researchers have conceptualized this research paper by examining the role of emotional intelligence on work/family conflict and work values. An important feature of call center work is the presentation of emotions that are specified by the organization and embodied in the rules of employment (Morris & Feldman, as cited in Deery, Iversion, and Walsh, 2010). In relation to this, Holman, as cited in Wegge, Vogt & Wecking (2007), found that since agents are supposed to be always friendly to customers, and because their performance is usually controlled by the