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Hilda Yunita Wono
Universitas Ciputra Surabaya
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Journal : jpled

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Integration of Emotional Intelligence in the Strategic Services of Omah Tumbuh Potensi Reni Dwi Wahyuni; Agoes Tinus Lis Indrianto; Hilda Yunita Wono
Journal of Practice Learning and Educational Development Vol. 6 No. 2 (2026): Journal of Practice Learning and Educational Development (JPLED)
Publisher : Global Action and Education for Society

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58737/jpled.v6i2.1251

Abstract

This study aims to understand how Emotional Intelligence (EI) is integrated in the strategic service process through the O.M.A.H© - Observe, Manage, Articulate/Act, Harvest framework at Omah Tumbuh Potensi (OTP). This study is motivated by the limited research that examines EI as part of the service process systematically, as most previous studies have focused more on the relationship between variables at the individual level. This research adopts a qualitative descriptive approach using in-depth interviews with purposively selected informants, including the CEO/Founder, Business Partner, Business Assistant, and 2 Clients. The data were analyzed using a thematic approach to identify patterns and meanings of EI integration in service processes. The results of the study show that EI not only functions as an individual competency in the OTP team, but also as an emotional capability that is operationalized through a structured service process. The O.M.A.H© framework serves as an applied model that allows the integration of EI in strategic services to be consistent. The findings of the study also show that superior service in the context of OTP is interpreted as a relational outcome formed through the quality of interaction and client experience during the service process. This research makes a theoretical contribution by expanding the understanding of EI as part of the service process and introducing the O.M.A.H© framework in strategic service design. Practically, this research also provides implications for service organizations in developing an EI-based service approach that is integrated in strategic services on a sustainable basis.
Co-Authors AA Sudharmawan, AA Agoes Tinus Lis Indrianto Agung Prasetyo Albertus Prihayudi Purnawijaya Alyssa Saqina Nabila Parmadi Anastashya Goenawan Andi Budi Sulistijanto Anggajaya, Robby Juanphilibert Ariani, Nafiah Asriani Alimuddin Azalea Abril Hermanto Bela Ayu Safitri Brennadiva, Allodia Astried Bunga Feby Nabilla Burhan Bungin Calysta, Keisya Charly Hongdiyanto Christabella Angelina WIDJAYA Christina Whidya Utami Cliff Kohardinata Dheandra Mutiara Kayana Edson Abrar Rasendria Prabaswara Efendi, Usman Elisabeth Julianna C Paput Ellen Lawrencia Yahya Emre Omar Ergita Jeny Ardane Shwari Ergita Jeny Ardaneshwari Eric Harianto Erica Cresentia Kurniawan Ervan Nurcahyadi Felita Purnomo Felita Purnomo Fika Fatimah Fikri Alvhirino Fitrani Amin Fitriani Fitriani Fransisca Romana Titis Suniati Frederikus Fios Gabriela Laras Dewi Swastika Gabriela Swastika Gunawan, Fayola Feivel Gunawan, Gabrielle Chleonadya Hadassah Elisha Karsten Hadjar Chanissa Nur Malika Hadjar Chanissa Nur Malika Hari Minantyo Henni Gusfa HERMAWAN, Jessica Nathalia I Dewa Gde Satrya Widyaduta Imanuel Deny Krisna Aji Indri Murniawaty, Indri Irmawati Oktavianingtyas Ismojo Herdono Jayawarsa, A.A. Ketut Jefferson Ronaldo Jessica Hermawan Jessica Nathalia Hermawan Jessica Nathalia HERMAWAN Jessica Nathalia Hermawan Jessica Nathalia Hermawan Johan Wijaya TJENDRA Justin Niaga Siman Juntak Karina Enny Agustina Karsten, Hadassah Elisha KASHOGIE, Natanael Axelino Antari Kevin UTOMO Kezia Angelique RIWONG Kirana Ratu Sekar Kedaton Kristianto, Bernard Realino Danu Kuncoro Dewi Rahmawati Kyla Azalis Prasetio Levani Delsie Putri Pangalila Lexi Pranata Budidharmanto Louisa Christine Hartanto Lucky Cahyana Subadi M. Masad Masrur Masad Masrur Michael Ivan Reinald Michael Ivan Reinald Michelle Angela Michelle Baby Natalie Monika Teguh Muh. Rifqy Hasbullah Naomi Aryandini Subagio Nicodemus Koli Nirwan, Raslika Sharfina Novaldo, Novldo Nyoman Puspa Asri Oktavianingtyas, irmawati Pandy, Shakira Fayola Patricia Adeline Valerie Soema Prakusya, Wildan Bima Putri, Nabila Zulfiniar R. Ayu Erni Jusnita Raslika Sharfina Nirwan Reni Dwi Wahyuni Reynaldo Raffael Ria Agustania Kartikasari Ricky Oktaf MESSAKH Ronald Samuel Bio Amos Mbaroputera Ronda, Mirza Rustono - Salman Alfarisi Shafia Salsabila Sherell Allycia Gievierna Silvia Arviana Siska Armawati Sufa Stacey, Nicholle Stefani Natania Setiyo Sumantri Stepanus, Kelvin Sunarto Sunarto Supriaddin, Nofal Susan Jaya Witama Tanurahardja, Devina Angela Theodore Jason Santoso Thomas Stefanus Kaihatu TJANDRA, Anthony Udi Rusadi Viadi, Crista Vijayanti, Putu Rheina Witama, Susan Wongso Julian Justin Yavrina Syafarani Yavrina Syafarani Yudiana Indriastuti Yusuf Arjuna Wibawa Zinggara hidayat