Effect ofInterpersonal Relation Strategy onSustainable Performance ofService Firms inEldoret, Uasin Gishu County, Kenya

Abstract

thecore purpose of this paperwas to establish the effect of interpersonal relation strategyon sustainable performance of Service firms in Eldoret, Uasin Gishu County. This research paperaimed atdetermining the impact of employee trust and interpersonal sensitivity on sustainable performance. The study was guidedbythe Relational Dialectic Theory. An explanatory research design was employed. Basic random sampling was utilized to choose486employees from a target population of 3513 employees in 23 service firmsusing fluid survey sample size formula. The study used a five points Likert Scalequestionnaire to collect data from sampled employees. Reliability of the information gathered was reviewed through the utilizationof Cronbach alphacoefficients, Internal and External Validity was measured using face to face and factor analysis respectively. Findings frommultiple regression model indicatedthat employee trust had positive significant effect on sustainable performance (β1= 0.286, p < 0.000) and Employee interpersonal sensitivity had significant positiveeffect on sustainable performance(β2= 0.132, p < 0.000), The study revelations informedservice firms’ management on various interpersonal relations dimensions which includedinterpersonal sensitivity, employee trust and employee perspective taking that increasedsustainable performance. Based on the findings of the study, it was concluded that interpersonal relation strategyamong employees increasedsustainable performance. Therefore, Service firms need to intentionally focus on fostering trust and interpersonal sensitivity between co-workers to enhance sustainable performance