Related Papers
European Journal of Sustainable Development
Relationship of Front Line Employees’ Emotional Intelligence to Co-Creation, Satisfaction, and Customer Loyalty in Banking Industry
2018 •
Shahram Salavati
International Journal of Marketing Studies
Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation
Mohammad Sultan Ahmad Ansari, Said Gattoufi
A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries. The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company
International Business Research
Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation
2018 •
Mohammad Sultan Ahmad Ansari, Said Gattoufi
Acta Oeconomica
The influence of perceived emotional intelligence on the perceived service value and customer loyalty
2010 •
Israel Boxer
tjprc
An Analysis of the Impact of Emotional Intelligence on Service Quality and Customer Satisfaction in the Telecommunication Sector in Ghana
2014 •
TJPRC Publication
This study examined the impact of service providers’ emotional intelligence on service quality and customer satisfaction in the telecommunication sector of Ghana. A quantitative research technique was adopted to test hypotheses whose conclusions could be generalised over the telecommunication sector in Ghana. Probability sampling methods were used to select 384 each of customers and employees of all telecommunication firms in Ghana. Data were collected using a self-administered questionnaire. Data were analysed using Pearson’s correlation test, partial correlation test, multiple linear regression and Analysis of Covariance (ANCOVA). Findings of this study indicated that emotional intelligence is highly positively related to service quality (r = .889, p = .000) and customer satisfaction (r = .573, p = .000). Also, emotional intelligence moderates the relationship between service quality and customer satisfaction. Service quality and emotional intelligence make an interactive effect on customer satisfaction. Emotional intelligence and service quality significantly predict customer satisfaction (p < .05) and account for 57.3% of variance. More importantly, emotional intelligence significantly predicts service quality (p < .05) and accounts for 79% of variance. It is concluded that emotional intelligence significantly predicts both service quality and customer satisfaction, though it predicts service quality more strongly.
EFFECTS OF THE QUALITY OF THE CUSTOMER-COMPANY RELATIONSHIP IN THE CAUSAL ATTRIBUTION PROCESS OF CRITICAL INCIDENTS: The harmonic resonance of emotional, professional and technological intelligence for the promotion of excellence and innovation in the quality of the Customer-Company relationship
EFFECTS OF THE QUALITY OF THE CUSTOMER-COMPANY RELATIONSHIP IN THE CAUSAL ATTRIBUTION PROCESS OF CRITICAL INCIDENTS: The harmonic resonance of emotional, professional and technological intelligence for the promotion of excellence and innovation in the quality of the Customer-Company relationship
2022 •
Atena Editora
This study proposes to model and quantify the effect of the process of causal attribution of critical, positive and negative incidents, on the quality of the Customer-Company relationship after its occurrence. Using theories from Relationship Marketing, Critical Incident Technique and Theories of Causal Attributions and Balance from Fisher Heider's Psychology of Interpersonal Relationships, this study develops and tests the Relational Balance Model (REM) that proposes the foundations for the longevity and prosperity of quality of the Customer-Company relationship in the context of service provision. Structural equation modeling by the Partial Least Squares – PLS method was used in the analysis of the longitudinal sample to test the proposed conceptual model. The results contribute to the implementation of intelligent strategies in the provision of services, which stimulate the search for relational harmony in a natural, intuitive and common sense way on the part of service consumers, based on positive and benevolent behaviors on the part of the whole Organization. Although the Relationship Marketing literature emphasizes the longevity of the Customer-Company relationship, it directs its studies to service failures and the relationship between loyalty and profitability to the company. Our Relational Balance Model is innovative as it provides valuable information that relates the resonance of consumers' emotional intelligence with excellence and innovation in the performance of service providers' actors, resulting in new perspectives of sustainable loyalty for Customer Relationship Management. -Company, as well as new perspectives on the study of the behavior of service consumers.
JOURNAL OF TOURISM AND HOSPITALITY MANAGEMENT
Customer Satisfaction as an Antecedent to Engagement in Co-Creation of Value in the Hotel Industry
2018 •
Laurence Bell
Journal of Advanced Management Science
Service Employee’s Emotional Intelligence and Customer’s Evaluations of Service Quality in Hospitality Industry
Derya Atlay Işık
Concepts and Applications
The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight
Dr. Suhaila Al Hashemi
Management Science Letters
A survey on impact of emotional intelligence, organizational citizenship behaviors and job satisfaction on employees’ performance in Iranian hotel industry
2013 •
Majid Mirvaisi
