Emotional Intelligence as a Catalyst for Career Sustainability in Retail Employees during Workplace Volatility: A Conceptual and Qualitative Investigation

Abstract

The retail sector’s rapidly changing and uncertain environment poses significant challenges to employee career sustainability—the ability to maintain employability, motivation, and well-being over time. Emotional intelligence (EI), the capacity to understand and regulate emotions, is theorized to be a vital personal resource supporting employees in managing such volatility. This study develops a conceptual framework positioning EI as a catalyst for career sustainability amidst workplace unpredictability. Complementing this theoretical foundation, qualitative case studies involving retail HR managers and frontline employees provide empirical insights into how EI manifests in practice, enhancing adaptability and career resilience. The findings validate the buffering role of EI against workplace volatility and highlight the importance of organizational support. This integrative approach offers novel contributions to theory and practical guidance for HR strategies to foster long-term career sustainability in the retail workforce.