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The Impact of Service Provider Emotional Intelligence on Customer Satisfaction
Abstract
Purpose
This study seeks to examine whether higher emotional intelligence displayed by service providers leads to greater customer satisfaction.
Design/methodology/approach
A community sample of 150 participants viewed video clips depicting a service provider displaying three different levels of emotional intelligence in high or low service difficulty transactions.
Findings
Higher emotional intelligence displayed by the service provider led to greater reported satisfaction with the service transaction. Further, there was an interaction between emotional intelligence of the service provider and transaction difficulty. In the low transaction difficulty condition there was progressively more satisfaction at each higher level of emotional intelligence of the service provider. In the high transaction difficulty condition, there was low satisfaction in the low service provider emotional intelligence condition, but no significant difference in satisfaction between the high and medium levels of service provider emotional intelligence.
Research limitations/implications
A limitation of the research is that the study's experimental design sacrificed some external generalizability in order to maintain internal validity and obtain more definite information regarding the causal effects of service provider emotional intelligence on customer satisfaction. Future research might examine the replicability of the present results in a field study of actual service encounters.
Originality/value
The findings of the present study lend support to theoretically‐based claims of the importance of service provider emotional intelligence in determining customer satisfaction.
... Bartone et al (200() associate hardiness with commitment, control, openness to challenges in life and an ability to cope with stressful and difficult experiences, which are perceived to be interesting and worthwhile. In the service sector, customer satisfaction has been linked positively to service providers' EI levels (Langhorn 2004;Varca 2004;Kernbach and Schutte 2005). Increasingly, researchers are linking elements of Emotional Intelligence (EI) with successful hospitality management (for example , Ineson 1993;Wilson 1998;Ineson et al. 2009). ...
... In contrast with all of the BAMs, none of the male AAMs had any reservations about their career choices. The AAMs' most important reasons for doing the job centred on enjoyment, variety, the need to be with, enjoy talking to, to entertain and to please others, to deliver a service , to want to develop people and to have a challenge in the job, that is exhibiting key elements of EI ( Langhorn 2004;Varca 2004;Kernbach and Schutte 2005): I like to make people laugh; the job is a way of life; I knew about the long hours and hard work; the job has more than met my expectations; I need both the variety and the challenge. Staff follow and bounce off the manager -this motivates them. ...
... • Ready for and needing a challenge. Needing variety in the job (Langhorn 2004;Varca 2004;Kernbach and Schutte 2005). ...
The research sought to identify key qualities associated with successful licensed retail managers, defined as effective, efficient and profitable operators. Through semi-structured in-depth interviews, managers’ views on success criteria, and problems associated with this type of employment, were elicited. The greatest assets were considered to be personal stability, mobility, good health and support from relatives/family. Physical and mental stamina, well-developed interpersonal skills, anticipation, vigilance and attention to detail were also cited. Prior academic attainment was not considered to be crucial to success; hard biodata from application forms did not allow successful managers to be identified.. The greatest problems in the job centred on people management. Reasons for choosing the job included variety, challenge, the need to be with, enjoyment from talking to, entertaining, pleasing and developing others and delivering a service. Elements of emotional intelligence, including commitment and hardiness, were identified as primary success indicators.
... R. Young et al., 2018). Among those, emotional intelligence (EI), as a personal trait or competence, describes an individual's emotional capacity that can be used to regulate and manage one's behavior in personal, social, and business contexts, for instance, influencing employees' job attitudes and behaviors (e.g., Prentice, 2016;Prentice & King, 2011), and customer satisfaction and loyalty behaviors (e.g., Kernbach & Schutte, 2005;Prentice and Nguyen, 2021). No study to date has attempted to understand the role of emotional intelligence from a customer's perspective. ...
... EI was introduced into the literature as a valid predictor of individual wellbeing, performance, and success that cannot be accounted for by traditional cognitive intelligence (Poon, 2004;Schutte et al., 2001Schutte et al., , 2007. In the organizational context, employees' EI is shown to affect job satisfaction and performance, commitment, and employee retention (Brown & Yoshioka, 2003;D'Amato & Herzfeldt, 2008;Goleman, 1998;Nikolaou & Tsaousis, 2002;Prentice & King, 2011;Prentice, 2013;Rozell et al., 2004) as well as customer satisfaction (Kernbach & Schutte, 2005). Although EI is mostly modelled as a predictor of job attitudes and behaviors in the literature, studies (e.g., show that EI can exert moderation effects on employee job-related outcomes. ...
In view of the prevalence of artificial intelligence (AI) – powered applications in service organizations, this paper draws on service profit chain theory and proposes these applications as a service product for employees (referred to as internal customers) and customers. The outcome of which is to examine the influence of AI service quality on internal and external customer loyalty. Customer satisfaction and engagement are modeled as mediators, whereas emotional intelligence (EI) is a moderator in AI – customer loyalty relationships. Two studies were undertaken with employees and customers in Australian-based hotels to examine these relationships. The results show that AI service quality is significantly related to internal and external customer satisfaction and engagement. Both internal and external customer engagement have significant effects on customer loyalty and play a significant mediation role in the service quality – customer loyalty relationship. EI has only a significant moderation effect on the relationship between AI service quality and customer engagement for internal and external customers. Discussion and implications of the research findings are provided for researchers and practitioners.
... Kết quả nghiên cứu của Prentice (2019) cũng cho thấy trí tuệ cảm xúc có tác động tích cực đến sự hài lòng công việc của nhân viên. Trí tuệ cảm xúc của nhân viên đặc biệt quan trọng trong việc quản lý các tương tác giữa các cá nhân để tạo ra trải nghiệm dịch vụ tích cực cho cả nhân viên và khách hàng (Kernbach & Schutte, 2005). Một nhân viên sở hữu trí tuệ cảm xúc cao có thể quản lý tốt tình cảm tiêu cực của mình (Prentice và cộng sự, 2013). ...
... The importance of EI increases with an increase in managerial level, where expertise in technical skill varies (Goleman, 1998). Customers feel more satisfaction when they get a service provider with a high emotional level (Ansari et al., 2016;Kernbach & Schutte, 2005). ...
Emotional intelligence is a vital aspect of the teaching profession, as it enables educators to effectively manage their own emotions and those of their students, fostering a positive learning environment. The study aims to investigate the relationship between emotional intelligence and mentor-student dynamics in the Pakistani educational system, which can contribute to developing more effective mentoring programs and enhancing the overall academic experience for students. The study employed a quantitative method, with a sample size of 251 teachers across the higher education institutes of Pakistan. Data was collected by using Emotional Quotient Inventory (EQ-I: Baron , 2006). For the present research 61items were used. They were scored on a Likert type format. Pearson correlation and regression were used to test the hypothesess of the study. The study concluded that the emotional quotient highly impacts the potential learning; as the mentor's emotional intelligence increases, the knowledge of the student increases. Intelligence is acquiring, retaining, and applying knowledge in varied situations. Traditionally, cognitive intelligence was considered the single measure of intelligence and determinant of good performance in organizational setup. Later on, non-cognitive forms of
... Empathy has long been recognized as a key factor in enhancing customer satisfaction within the service industry (Kernbach and Schutte, 2005). Welltailored emotional responses from a customer service agent may help regulate the emotion of an impassioned customer (Delcourt et al., 2013). ...
Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence of service providers. By comparing emotion-sensitive and emotion-insensitive LLM-based chatbots across 30 participants, we aim to explore how emotional sensitivity in chatbots influences perceived competence and overall customer satisfaction in service interactions. Additionally, we employ sentiment analysis techniques to analyze and interpret the emotional content of user inputs. We highlight that perceptions of chatbot trustworthiness and competence were higher in the case of the emotion-sensitive chatbot, even if issue resolution rates were not affected. We discuss implications of improved user satisfaction from emotion-sensitive chatbots and potential applications in support services.
... Daniel Goleman (Goleman, 1998(Goleman, , 1995 popularized the concept of emotional intelligence concerning leadership as the most significant skill, necessary competence, and behavioral accuracy (Day, 2000) that influences the success of leaders (Kernbach & Schutte, 2005) and organizational outcomes (Avolio & Bass, 2004) as well as driving innovation within different companies (Mahal, 2015;Patel & Kumar, 2016). Emotional intelligence and leadership hold great significance and are interrelated in modern society (McClellan et al., 2017). ...
Emotional intelligence is a crucial determinant of the efficacy of church services, since people often face vulnerabilities that result in both internal and external challenges. The cultivation requires religious understanding and implies robust self-management abilities from leaders. In the absence of good self-management, leaders have difficulties in cultivating their emotional intelligence. This research aimed to examine the challenges surrounding the contradictory link between virtual spiritual leadership (SL) and emotional intelligence (EI). as predictor and criterion factors, respectively, with Self-Management (SM) serving as the mediating variable. This study uses WarpPLS software in data processing. This research examines the impact of spiritual leadership on emotional intelligence, with self-management serving as both a moderating and mediating factor. The analysis is conducted in accordance with the methodological guidelines established by Hair (J. F. Hair et al., 2019a), ensuring a rigorous and systematic approach to evaluating the proposed relationships within the model, the sample included 85 participants, consisting of leaders and church council members from the Indonesian Methodist Church, District 3, Region 1. The sample included 17 indicators generated from 4 constructs, each multiplied by 5. The findings indicated that SL significantly influenced both SM and EI. SM demonstrated a direct impact on EI and showed the potential to modulate the link between SL and EI. The analysis revealed that SL contributed just 14% to the variation in SM, and its mediated effect on EI via SM is also 14%. Nonetheless, SM failed to effectively moderate the link between SL and EI. Received: 6 October 2024 / Accepted: 29 December 2024 / Published: 11 January 2025
... The components of EI such as self-awareness and empathy were found to positively influence employees' commitment to quality (Rahim & Minors, 2003 [12] ). Kernbach and Schutte (2005) [34] in their experimental investigation demonstrated that greater levels of emotional intelligence among service practitioners correlate with increased customer satisfaction. However, concerning team dynamics, managerial emotional intelligence may only moderately predict customer satisfaction levels ) [65] . ...
... Further, responding to customers' affective states such as emotions can lead to higher customer satisfaction (Kernbach and Schutte, 2005). Theories such as emotional contagion and emotional display (Hennig-Thurau et al., 2006) show that responding appropriately to customers' affective state can allow to evoke desired responses and therefore build relationships and improve customer service experience. ...
... گرفته شکل ی ستم آنال پلتفرم ی ن نوع ی اکوس ی ستم تجار ی نهادها آن در که است ی ا بر ار باز مختلف ی به اک اشتر گذاری همکار و منابع ی در ارزش آفرینی اساس بر فن آوری ، مکان ی سم ارداد قر و شرکت های آنال فرم پلت ی ن بانک ت عامل می کنند [4], [3] پلتفرم آنالین به عنو آن یک کاربرد معمول جمع سپاری مکانی، در عصر اینترنت موبایل و اقتصاد مشارکتی، روزبه روز محبوب تر می شود [5] . [14], [13] . [15] . ...
The purpose of this research was to investigate the effect of emotional intelligence of employees on customer loyalty from the online platform with regard to the mediating role of relationship quality in the banks of Gilan province. The statistical population is all the customers and employees of banks who used the bank's online services in the period of the autumn season of 2021. According to the research, this number was 768 people. In order to estimate the sample size, the Cressy-Morgan table was used, based on which the number of people in the sample was determined to be 258 people. The results showed that emotional intelligence of employees affects the quality of relationships between customers and service providers. Also, the results showed that the emotional intelligence of service workers affects the quality of the relationship between customers and online platforms. The results indicate that the quality of the relationship between the customer and the service provider affects customer loyalty to the online platform. The quality of the relationship between customers and online platforms has a significant relationship on customer loyalty to online platforms. The results indicate that the quality of the relationship between the customer and online platforms plays a mediating role in the relationship between emotional intelligence of service employees and customer loyalty to online platforms. The results showed that the quality of the relationship between the customer and the service provider plays a mediating role between the emotional intelligence of service employees and customer loyalty to online platforms.
... This enhances their capacity for e ective stress management and communication (Lopes et al., 2005). Managers can foster successful teamwork by developing emotional connections with their sta (Kernbach and Schutle, 2005). George (2000) identi ed that a manager experiencing pleasant feelings and moods is far more likely to help increase service sta 's prosocial conduct, resulting in a pleasurable SRP among service personnel and restaurant guests (Mattila and Enz, 2002). ...
Emotional intelligence has taken a firm hold in organizations. The emotional intelligence of managers is essential for building a motivated workforce. This study investigates the relationship between functional managers’ emotional intelligence and employees’ service recovery performance in the context of the hospitality industry. In this study, functional managers’ emotional intelligence includes four dimensions: self-emotion appraisal, other-emotion appraisal, use of emotion, and regulation of emotion. A mixed method was employed to explore the influence of functional managers’ emotional intelligence on employees’ service recovery performance. The data were collected from 238 functional managers at 33 four- and five-star hotels in five provinces and cities in Vietnam. Factor analysis, correlation analysis, and regression analysis were used to analyze the data. The results show that functional hotel managers’ emotional intelligence has a positive and significant impact on employees’ service recovery performance, with others’ emotion appraisal having the strongest impact, followed by emotion regulation, use of emotion, and self-emotion appraisal. These findings contribute to the literature and deepen the understanding of service recovery. This study also provides managers with useful advice on managing customer service as a competitive advantage.
... Research has shown that EQ has a positive impact on individual performance (Kelley & Caplan, 1993), team performance [8][9][10], and organizational performance [11]. Research has also shown a positive impact on employee satisfaction [12], customer service [13], customer satisfaction [14], sales success [15], leadership [16,17], organizational change [18] and conflict management [19]. Goleman [20], suggests that unlike IQ, EQ can change throughout a person's life, and is therefore a competency that should be the targeted in training programs and interventions aimed at improving performance in the workplace. ...
This research study examines the associations between dimensions of emotional intelligence (EQ) and adult attention deficit (AAD) in order to provide a framework for future research. A total of 219 management students completed three measures of AAD and a multi-dimensional measure of EQ (Bar-on EQI). Product moment correlations were used to examine the univariate associations between dimensions of EQ and AAD, and multiple regression examined the simultaneous multivariate relationship. Both the global measure of EQ and the all the sub-dimensions of EQ were significantly correlated with three established measures of AAD (College ADHD Response Evaluation, Brown AAD Scale and the DSM-V items used to identify inattention), except for non-significant univariate relationships between Brown-AAD and both empathy and social responsibility. Self-regard, self-actualization, reality-testing and stress-tolerance displayed the strongest univariate correlations, while self-actualization, reality-testing, happiness and stress tolerance remained significant when a composite score of the standardized scores from the 3 measures of AAD was simultaneously regressed on all the dimensions of EQ. Further research is required to confirm the directionality of the associations which will help to address the question of whether enhancing emotional competency will help reduce AAD symptoms and associated performance challenges.
... Empathy is an interpersonal process that depends upon the relationship between the parties and the interpersonal context (Main et al., 2017). Expressed empathy can be an indication of emotional intelligence and can evoke desired emotions and experiences with emotional contagion (Hennig-Thurau et al., 2006;Kernbach and Schutte, 2005). The findings show that reacting to the affective state of the customer by adjusting the conversation style toward more empathy can improve customer service outcomes such as satisfaction engagement and loyalty and more generally the customer experience (Bawack et al., 2021;Groth et al., 2019;Spring et al., 2019). ...
Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization.
This paper presents a systematic literature review on conversation styles of conversational AI and integrates the extant research to inform the development of the proposed conceptual framework. Using social information processing theory as a theoretical lens, the authors extend the concept of relational personalization for text-based customer service communication. The conceptual framework identifies conversation styles, whose degree of expression needs to be personalized to provide a personal touch and improve the customer experience in service. The personalization of these conversation styles depends on available psychological and individual customer knowledge, contextual factors such as the interaction and service type, as well as the freedom of communication the conversational AI or customer service agent has. The article is the first to conduct a systematic literature review on conversation styles of conversational AI in customer service and to conceptualize critical elements of text-based customer service communication required to provide a personal touch with conversational AI. Furthermore, the authors provide managerial implications to advance customer service conversations with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots.
... Emotionally intelligent employees use the right emotions to serve their customers (Kim & Agrusa, 2011;Lee & Ok, 2015). Studies have shown that customers are more satisfied with the services provided by employees with high emotional intelligence (Kernbach & Schutte, 2005). To maintain quality of service, hospitality companies need to understand the factors that contribute to the emotional intelligence and work engagement of frontline workers. ...
Emotional intelligence plays a significant role for employees in successful delivery of the operations and is considered to be very important for any business firm especially for the hospitality operations where there is a direct encounters between employees and consumers of hotel industry. The present study is focussing on the impact of emotional intelligence on performance of employees working in star category hotels of Chandigarh. The first objective of the Study was to analyse the emotional Intelligence level of the staff working in selected star category hotels of Chandigarh. The results of the first objective shown that employees have good emotional intelligence in terms of Self Awareness, Self Management, Relationship Management, Social Awareness, Service Orientation, Developing Others, Leveraging Diversity and Political Awareness. The second objective of the study was to determine the impact of Emotional Intelligence on Employee performance. The findings of the second objective revealed that good emotional intelligence of the employees positively influence employees performance.
... Kết quả nghiên cứu của Prentice (2019) cũng cho thấy trí tuệ cảm xúc có tác động tích cực đến sự hài lòng công việc của nhân viên. Trí tuệ cảm xúc của nhân viên đặc biệt quan trọng trong việc quản lý các tương tác giữa các cá nhân để tạo ra trải nghiệm dịch vụ tích cực cho cả nhân viên và khách hàng (Kernbach & Schutte, 2005). Một nhân viên sở hữu trí tuệ cảm xúc cao có thể quản lý tốt tình cảm tiêu cực của mình (Prentice và cộng sự, 2013). ...
Mục tiêu của nghiên cứu này nhằm kiểm định tác động của trí tuệ cảm xúc, ý định nghỉ việc và sự hài lòng với công việc đến sự cam kết và lòng trung thành của nhân viên ngành bán lẻ tại Thành phố Hồ Chí Minh. Sử dụng mô hình cấu trúc để kiểm định các giả thuyết nghiên cứu bằng việc phân tích dữ liệu sơ cấp thu về từ khảo sát 286 nhân viên làm việc trong lĩnh vực bán lẻ tại TP.HCM. Kết quả nghiên cứu khẳng định trí tuệ cảm xúc có quan hệ chặt chẽ đến tâm lý và hành vi của nhân viên trong doanh nghiệp ngành bán lẻ. Về mặt thực tiễn, doanh nghiệp nên tăng cường quản lý công tác tuyển dụng và sử dụng hợp lý để nuôi dưỡng trí tuệ cảm xúc của người lao động. Ngoài ra, cần chú trọng xây dựng môi trường làm việc thân thiện, sẻ chia qua đó nhân viên tự nguyện gắn kết và trung thành với nơi họ đang làm việc.
... Quantitative studies on sales professionals indicate an influential positive inter-relationship between EI, decision-making, and the consolidation of information. An analysis on dimension reveals that understanding (p < 0.05) and managing emotions (p < 0.05) have a positive relationship with the sales income (Kernbach and Schutte 2005). EI influences the relationship between customer orientation and sales performance, resulting in a more effective job performance (Kim et al. 2009). ...
Organisations have shifted from traditional beliefs to the incorporation of agile methods for attaining high levels of performance through its established goals and objectives. Emotional intelligence (EI) is envisaged to contribute to the achievement of higher levels of performance. With the current global economic crisis and the pandemic situation, it has become very critical to achieve higher levels of performance with limited resources. Countries confront challenges by way of attaining a higher level of emotional maturity and realisation in order to sail through the current economic storm. The Administrative and Diplomatic Officers (ADOs) are seen to shoulder a heavy responsibility in materialising this shift. This study analyses the impact of EI on organisational performance (OP) in the Malaysian public sector. A survey instrumentation was distributed to 700 ADOs based in Putrajaya, within five selected ministries, obtaining 375 valid responses. The results attained, analysed using the SMART-PLS method, affirm the significant positive effect of EI on OP, suggesting the need for an increase in the EI of civil servants by including EI indicators and measures in the areas of recruitment, learning and development, workforce planning, succession planning, and organisational development. EI should actively be adopted to increase awareness and maturity, which would thus enable civil servants to embrace the current challenging agile environment.
... Our results are consistent with these prior studies in demonstrating the importance of SMT to OP. Goleman and Boyatzis (2017) reasoned that the work situation of an individual can be affected by EI. According to Kaura et al. (2015) and Kenbach and Schutte (2005), EI maximizes the efficiency of workers, which leads to higher OP. Emotional intelligence affects the quality of service, which is the basis for customer satisfaction and growth of the business (Ali & Bisht, 2018). ...
Abstract
Purpose
The purpose of this study is to investigate the influence of emotional intelligence (EI) on the relationship between strategic management of technology (SMT) and organizational performance (OP).
Design Methodology/Approach
Data were collected through a survey of 1,094 managerial level employees attached to banks in Sri Lanka and analyzed using structural equation modeling procedure with SmartPLS to test a priori-based conceptual model. The results supported the arguments on the positive impact of SMT on OP, and the moderating role of EI on the relationship between SMT and the OP.
Findings
This research reveals the positive effect of SMT on organizational performance.
Implications
The findings imply the importance of emotions of managerial level employees in implementing technology strategies to enhance organizational performance in highly volatile markets.
Originality/Values
The findings provide an important contribution to the practitioners with the importance of EI for the relationship between SMT and OP.
... Our results suggest that the pathway for this is through more effective interpersonal interactions. Many jobs involve managing the emotional experiences of other people such as keeping customers satisfied (Kernbach and Schutte 2005), reducing conflict among one's team members (Jiang et al. 2013), or ensuring that students remain engaged and motivated Turner 2002, 2006). The advantage of high EI may be that workers use more effective processes and fewer ineffective processes for changing others' emotions-if a core performance indicator is customer happiness, then a person who more frequently uses processes that increase that happiness will be better at their job. ...
Existing research has linked emotional intelligence (EI) with intrinsic emotion regulation (processes people use to regulate their own emotions). However, there has not yet been an empirical examination of whether EI abilities relate to extrinsic emotion regulation (processes people use to regulate other people’s emotions). This study (N = 178 undergraduates) examines whether ability EI (as measured by the Mayer–Salovey–Caruso Emotional Intelligence Test) correlates with eight extrinsic regulation processes (as measured by the Regulation of Others’ Emotions Scale, including downward comparison, expressive suppression, humour, distraction, direct action, reappraisal, receptive listening and valuing). Total ability EI score is significantly positively correlated with three high-engagement processes (r = .24, .40, and .16 for reappraisal, receptive listening, and valuing) and negatively correlated with two low-engagement processes (r = −.30 and −.38 for downward comparison and expressive suppression). When all four EI branches predicted each regulation process in multiple regression, only emotion management significantly predicted downward comparison, receptive listening and valuing, and only emotion management and understanding predicted expressive suppression (no significant regression coefficients for reappraisal). We conclude that the drivers of EI/extrinsic regulation associations are engagement with the target’s emotion and the emotion management branch of EI.
... The hospitality industry is the most active research scenario as regards host-customer interaction frequency. Regarding customer-service staff interactions, Kernbach and Schutte (2005) found an inherent interaction mechanism between the service staff's high emotional intelligence and customer satisfaction through a micro-empirical study. Nam et al. (2011) verified the positive association between service staff interaction quality and customer interaction satisfaction from a personality hierarchy model perspective. ...
Host-guest interactions in boutique hotels can improve guest satisfaction and word-of-mouth communication, as well as contribute to the sustainable development of the brand image of boutique hotels. However, existing studies have less research on the micro-sociological perspective of interaction in boutique hotels, and this issue needs to be further discussed. This study adopts grounded theory and fuzzy set qualitative comparative analysis (FsQCA)respectively, exploring the multiple paths and combinatorial relationships of the intrinsic influence of multiple factors on the host-guest interaction of boutique hotels from a holistic perspective, taking a typical boutique hotel in an ethnic minority region in China as an example. The results show that the intrinsic model of the host-guest interaction ritual of boutique hotels consists of two paths of interactive ritual preparation, elements , and results, the successful ritual path can lead to the interaction of the host-guest to generate brand symbolic cognition and group ethnic cultural identity, and the failed ritual path fails to form the collective ritual of host-guest interaction and brand image cognition, subsequently, there are four antecedent combinations that can realize the common influence of the interactive ritual of boutique hotels and combinatorial relationships, and these antecedent combinations are classified as behavior-intention dominant, interaction-satisfaction dominant, cultural interaction dominant, and behavior-satisfaction-cultural perception dominant. This study innovates the research perspective of micro-sociology of boutique hotels, identifying the key factors and multiple paths of successful host-guest interaction rituals, and expands the application of host-guest interaction theory to provide an empirical basis for the effectiveness transformation and brand value enhancement of existing boutique hotel host-guest interaction rituals.
... This greater influence was explained by the importance of leadership values and actions and the influence of the stakeholders, namely the employees that, sometimes, can influence the organizational culture more than the leadership itself. Thus, on the one hand, we have a situation in which the strength of the leader within an organization can make a difference (Gerhart & Fang, 2005;Hemingway & Maclagan, 2004;Pothukuchi et al, 2002) and, on the other hand, we have a situation in which there is a recognition that the strength of the workforce should be the most considered in the scope of organizational culture, for the benefit of the company itself (Ackfeldt & Wong, 2006;Ashmos & Duchon, 2000;Cameron, Bright & Caza, 2004;Christopher et al, 2004;Eisenberger et al, 2001;Gavin & Mason, 2004;Haller & Hadler, 2006;Herrbach & Mignonac, 2004;Kernbach & Schutte, 2005;Kets de Vries, 2001;Kets de Vries & Florent-Treacy, 2002;Milliman, Czaplewski & Ferguson, 2003;Sergeant & Frenkel, 2000;Wright & Cropanzano, 2004). This study also concluded that the management practices of companies, namely in the scope of CSR, are not always more influenced by the organizational culture, insofar as, when companies are faced with contextual factors (such as socio-economic or environmental a merger/acquisition process), these factors may exert more influence on management practices (namely social) and/or even suggest a greater influence on the part of the national culture. ...
Football coaches often play a differentiating role for the clubs, helping them to survive in a demanding mediatic, changing, and competitive environment where innovation may arise regarding leadership. This chapter seeks to unveil the perceptions of football coaches as leaders and the role of the football clubs' organizational culture in affirming this leadership. Studies on leadership constitute a broad field of organizational and management theories, highlighting the role of personality traits, as well as the organizational and social contexts surrounding the leaders' actions. As there is no significant academic literature on football coaches and leadership, it was sought to explore the coaches' perceptions as leaders, as well as the influence of the clubs' organizational culture in which they developed their activity. Based on 22 interviews with football coaches of reference clubs, this chapter highlights their difficulties, demands, and needs to deal with their professional context.
... Undoubtedly, one of the stakeholders most cited as one of those that most contributes to the positive performance of companies from socially responsible programs are employees (Barreira & Machado, 2019). There are countless authors who refer to the good performance of employees when they feel motivated by the social practices of the companies where they work (Ackfeldt & Wong, 2006;Ashford & Mael, 1989;Ashmos & Duchon, 2000;Baumeister & Leary, 1995;Burroughs & Eby, 1998;Cameron et al., 2004;Christopher et al., 2004;Dutton et al., 1994;Eisenberger et al., 2001;Gavin & Mason, 2004;Gouldner, 1960;Haller & Hadler, 2006;Herrbach & Mignonac, 2004;Kernbach & Schutte, 2005;Kets de Vries, 2001;Kets de Vries & Florent-Treacy's, 2002;Koys, 2001;Kriger & Hanson, 1999;Milliman et al., 2003;Sergeant & Frenkel, 2000;Settoon et al., 1996;Shemwell et al., 1998;Wright & Cropanzano, 2004). CSR policies can go even further when companies are interested in reconciling family life with the professional life of their workers (Faria & Machado, 2018). ...
Unit and item nonresponse are a source of great concern as they are capable of lowering the quality of survey data. Although the literature is unanimous in highlighting interviewers as important elements capable of influencing survey outcomes, there are still several inconsistencies regarding which interviewer characteristics might influence unit and item nonresponse, as well as few studies focusing on the role of intrapersonal skills. To understand if different interviewer characteristics are at work producing unit and item nonresponse rates and to identify those characteristics, this study uses data from the Survey of Health, Aging and Retirement in Europe (SHARE), more precisely from the Interviewer Survey and the Wave 6 Questionnaire (Household Income module). More specifically, multiple linear regression analysis was performed to assess the association between nonresponse survey outcomes with sociodemographic characteristics, experience and intrapersonal skills. Results show that better unit response rates are mostly associated with interviewers’ intrapersonal skills, such as persistency and resilience. Furthermore, better income response rates are associated with positive expectations and self-confidence. These findings have implications for recruitment, selection and training decisions.
... Thus, the previous performance of CSR-related activities generates a positive context that contributes to the consumers' appraisal and perception of the firm (Luo & Bhattacharya, 2006;Sen & Bhattacharya, 2001) that will provide a positive and significant impact on satisfaction and will significantly influence eWOM engagement (Pang, 2021). Lastly, customer emotional experience acts as a powerful generator for a positive eWOM (Serra-Cantallops, et al., 2018) and may lead to greater satisfaction (Kernbach & Schutte, 2005). Thus, we propose that: ...
The paper aims to examine the relationship between corporate social responsibility (CSR) and electronic word-of-mouth (eWOM) and investigate the mediating effect of consumer-company identification (CCI) and satisfaction. The participants of the study were avid viewers of television networks within Metro Manila, Philippines. The study implemented a predictive research approach and a quantitative research design to gauge the relationship between consumer-company identification, satisfaction, CSR engagement, and electronic word-of-mouth (eWOM). Partial least squares-structural equation modeling (PLS-SEM) was PREO Journal of Business and Management 37 further employed to measure the direct and indirect effects of the structural model. The results showed that CSR engagement has a significant and positive effect on electronic word-of-mouth(eWOM), consumer-company identification (CCI), and satisfaction. A significant and positive relationship between consumer-company identification (CCI) and electronic word-of-mouth (eWOM) was also supported. The study also proved that satisfaction significantly and positively influenced electronic word-of-mouth (eWOM). The mediation analysis also revealed that consumer-company identification (CCI) and satisfaction mediate the relationship between CSR engagement and electronic word-of-mouth.
... However, this concept has rarely been employed to explain organisational performance, such as customer satisfaction and loyalty. A few studies have examined how the level of EI exhibited by frontline employees may affect customer satisfaction (Kernbach and Schutte, 2005), service encounter (Prentice, 2019b(Prentice, , 2020, and emotional labour performance . To date, to the best of our knowledge, no study has attempted to understand from customers' perspective how customers' EI may affect their perceptions, attitudes, and behaviours towards the service provider. ...
Drawing on service encounters and experiential marketing theories, this study examined the relationship be- tween geriatric service, memorable experience, emotional intelligence, and senior customers’ attitudinal and behavioural responses. The research was conducted at geriatric hotels in Portugal. The results showed that, compared to impersonal encounters, employee service has a significantly greater effect on customer satisfaction, memorable experience, and customer loyalty. In addition, customers’ memorable experiences mediated the relationship between different service encounters and organisational outcomes. However, customers’ emotional intelligence had minimal effects on these relationships. The discussion and implications of these findings are offered to researchers and practitioners.
... They are also in accordance with Delpechitre et al.'s (2018) findings, who report that a salesperson's EI increases the likelihood of customer co-creation of value in a business-to-business context. The fact that we found high levels of EI by the exporter to boost satisfaction levels in the relationship with the importer corroborates previous study findings within the services context (e.g., Kernbach and Schutte 2005;Tsaur and Ku 2019) that the EI of service providers enhances customer satisfaction. The positive role of trust in enhancing long-term orientation found in this study is consistent with other earlier studies reporting that trust enhances the likelihood of relationship survival (Payan et al. 2010), whereas breach of trust may lead to relationship termination (Zhang et al. 2006). ...
Building on Emotion Regulation Theory, we examine the role of an exporter’s emotional intelligence (EI) in enhancing the quality and boosting the long-term orientation of the working relationship with its import buyers. Using data gathered from 262 Greek exporters, we confirm that the proper use of EI helps to improve trust, commitment, cooperation, and satisfaction in the relationship with their importers, which subsequently contribute to its long-term orientation. This favorable effect of EI on relationship quality dimensions is amplified when exporters deal with importers located in countries with cultures characterized by low power distance, low individualism, low masculinity, high uncertainty avoidance, and high (national) long-term orientation.
Emotional intelligence has attracted much scholarly attention owing to its positive effect on various service outcomes. Yet, the linkage between emotional intelligence and employees’ service creativity is not well understood. Drawing upon prior research on employees’ attitude toward change and service-oriented human resource management (HRM) practices, we aim to investigate how and when emotional intelligence contributes to employees’ service creativity. In particular, we predict that employees’ emotional intelligence is positively related to their service creativity, and this effect is mediated by their attitude toward change. Furthermore, we hypothesize that a firm’s service-oriented HRM practices strengthen the positive effects of emotional intelligence on employees’ service creativity via their attitude toward change. We randomly selected 295 front-line employees from 36 four- and five-star hotels in China to examine our hypotheses. Results based on multilevel analyses provided support to our predictions. This study connects emotional intelligence and employees’ service creativity research streams and provides a novel moderated mediation mechanism to shed light on such a relationship in the hospitality context.
Background
In the hospitality industry, professionals are frequently required to manage their emotions effectively due to high job demands and constant customer interactions. Emotional Intelligence (EI) is believed to play a crucial role in enabling employees to handle such emotional labour efficiently.
Purpose
This study investigates the impact of four dimensions of EI—Use of Others’ Emotions (UOEs), Others’ Emotions Appraisal (OEAs), Regulation of Emotions (ROEs) and Self-emotions Appraisal (SEAs), as conceptualised by Wong and Law—on employees’ Satisfaction with Life (SWLs) within the Indian hospitality sector. The study also examines the convergent and discriminant validity of the measurement scales.
Methods
A quantitative research design was employed, using a sample of 238 employees from the Indian hospitality industry. Data were analysed using AMOS 24 and SPSS version 21.0 to assess the reliability and validity of the constructs and to evaluate the structural model.
Results
Findings indicate that OEAs significantly and positively influences SWLs ( β = +0.32, p < .001). All EI constructs, along with SWLs, demonstrated strong psychometric properties, with average variance extracted values exceeding 0.5 and composite reliability values above 0.7, confirming both convergent and discriminant validity.
Conclusion
The results underscore the critical role of emotional intelligence, particularly the appraisal of others’ emotions, in enhancing life satisfaction among hospitality professionals. The study validates the reliability and applicability of Wong and Law’s EI model in the Indian hospitality context and offers insights for employee development strategies in emotion-intensive work environments.
This study examines the association between emotional intelligence (EI) and customer satisfaction (CS) in the lodging business. The research questions are as follows. First, does EI contribute to CS? Secondly, how does lodging type affect the link between EI and CS? This chapter takes a social constructivist approach and employs netnography from the customer’s perspective. The findings show how EI influences CS through services and products. Furthermore, this chapter proposes that the lodging business requires its own EI. This specific EI entails providing positive experiences and emotions to customers. Meanwhile, EI is indicated as a subsidiary level rather than the primary foundation for CS.
Purpose
This study aims to explore the relationship between transformational leadership and proactive customer service performance (PCSP) in the airline industry, considering self-efficacy and emotional intelligence as mediators.
Design/methodology/approach
Bandura’s self-efficacy theory was used for formulating hypotheses. Data were gathered from 500 frontline employees and 30 supervisors to create subordinate dyads, resulting in a final sample size of 370 participants. Structural equation modeling was employed for the purpose of data analysis.
Findings
The results indicated that supervisors’ transformational leadership impacted the self-efficacy and emotional intelligence of service and frontline employees, thereby influencing PCSP. Self-efficacy and emotional intelligence of frontline employees were positively correlated with PCSP. These findings add to the existing literature by providing empirical proof of a positive association between transformational leadership and perceived customer service performance. Furthermore, this study supported the mediating roles of self-efficacy and emotional intelligence of frontline employees as mediators, showing their importance in translating transformational leadership behaviors into enhanced customer service performance.
Practical implications
The airline sector will benefit significantly from the findings of this research. It highlights the significance of transformational leadership in improving PCSP. Organizations should emphasize the creation and growth of transformational leaders capable of inspiring and motivating staff to provide excellent customer service. In addition, the research highlights the significance of self-efficacy and emotional intelligence as factors that mediate the relationship between transformational leadership and PCSP. Organizations may foster PCSP by investing in training and development programs that seek to improve workers’ self-efficacy and emotional intelligence. These programs may help participants gain confidence in their ability to deliver excellent customer service as well as improve their knowledge.
Originality/value
This research paper presents novel theoretical and practical developments in the airline industry. This research paper collected data in two phases from supervisor–subordinate dyads.
Emotional intelligence is essential in customer experience because it allows us to engage with clients on a level that is more intimate and personal. It’s additionally about addressing their issues; comprehending their emotions, recognising their sentiments, and ultimately demonstrating that we truly care for them.
This study aimed to investigate the impact of emotional intelligence on leadership effectiveness in the University of Ibadan, Nigeria. The emotional intelligence model used in this study consisted of four sub-variables: self-emotion appraisal, others emotion appraisal, regulation of emotions, and use of emotions. The study found that emotional intelligence has a strong positive and significant relationship with leadership effectiveness. The results of the regression analysis showed that emotional intelligence positively relates to leadership effectiveness. The study concluded that emotional intelligence is an indicator of leadership effectiveness, and employees in the University of Ibadan, Nigeria are emotionally intelligent. Self-emotion appraisal and use of emotion were the most emotional intelligence factors impacting leadership effectiveness in the organization. On the other hand, emotion regulation seemed to be difficult to control, thus it’s the least factor in affecting leaders' effectiveness. The findings further show that use of emotion accounts for more of the variance in leadership effectiveness.
CSR practices derive directly from strategic actions of companies but, more indirectly, from other factors that influence organizational behavior, such as culture. But talking about culture is something too comprehensive since we have national and organizational culture. At the level of CSR practices, will the framework of values of the leadership and the employees of an organization or the norms and values of the country where it operates be more influential? What is the role played by an innovative culture in the implementation of CSR? How can companies promote corporate social innovation? To answer these questions, this chapter will present some studies and discussions to contribute to the reflection of this issue not only to sensitize organizations to the importance of assuming CSR behaviors in an innovative way but also to analyze the role that culture has at this level.
Purpose
This study aims to construct an integrated retail customer experience framework with a single view across platforms and to suggest a new conceptualisation of the customer experience term.
Design/methodology/approach
A qualitative approach was adopted. Thirty participants were asked to simulate their customer journey in an established UK department store retailer. Their experience was captured through focus groups and analysed by thematic analysis.
Findings
The findings indicate that the existence of personalisation and emotional attachment will enhance the customer experience. A new integrated retail customer experience framework is offered incorporating the traditional “7Ps” of marketing and a proposed eighth “P”, which is conceptualised as personal connection .
Originality/value
To the best of the authors’ knowledge, this is the first empirical study to use the notion of personal connection as a dialectic relationship between emotional attachment and personalisation as the central discussion in developing customer experience within a retail setting. This study captures this experience through a unique method of replication of the retail customer journey across multiple channels.
As organizações em geral e os serviços de informação em particular, têm de procurar encontrar o seu espaço num mercado cada vez mais exigente, competitivo, instável e globalizado.
A busca permanente da vantagem competitiva das organizações, passa pela criação e desenvolvimento de estratégias de captação e fidelização dos clientes, cada vez mais absorvidos por uma oferta complexa e diversificada.
A imaterialidade da sociedade do conhecimento desloca o foco da gestão dos processos para a gestão das pessoas, do capital material para o capital intelectual, da gestão dos meios para a gestão da informação e do conhecimento sobre os mediadores e os mediados que produzem, e que consomem, a informação produzida em prol da criação de valor e riqueza para um desenvolvimento social sustentável.
Assim, será pois crucial a clarificação do conceito de inovação e da sua determinação pois, mais do que a qualidade do desempenho dos sistemas (valor intrínseco), urge determinar a reação resultante do desempenho desses sistemas (valor apercebido).
Ora, no âmbito da abordagem proposta, o sucesso das organizações está dependente da sua capacidade para satisfazer as pessoas que constituem o seu mercado, físico ou virtual, medindo permanentemente as suas necessidades e as suas expetativas, ou, partindo da fórmula clássica da Satisfação, estabelecendo a relação entre as perceções e as expetativas dos clientes.
Só a partir daí, as organizações serão capazes de gerir os seus projetos, criando e inovando permanentemente, isto é, vendo antes das outras organizações e, simultaneamente, desenvolvendo uma política de comunicação que atrai-a atenção e mantenha o interesse do cliente, criando-lhe o desejo e despertando-o para a aquisição do bem ou do serviço criado pela organização.
Daí a necessidade da visão estratégica dos clientes das organizações, entendidos como os seus ativos intangíveis e antecipando o que para muitos é impercetível, nomeadamente a necessidade de uma mediação dinâmica.
2
Este novo modelo de mediação, tem de olhar para o cliente como uma fonte inesgotável de informação, como um elemento chave em todo o ciclo de gestão dos processos produtivos (PDCA), como o aliado principal no domínio da criatividade e da inovação organizacional, e não como uma ameaça ao sucesso da sua gestão.
Como conclusão, afirma-se que o sucesso da gestão dos projetos das organizações, sustenta-se em decisões fundamentadas pela gestão da informação e do conhecimento dos seus mercados.
Palavras-chave: Gestão da inovação; Gestão de projetos; Gestão do conhecimento; Gestão da Qualidade Total; Marketing; Satisfação do Cliente.
The appearance of the packaging on drinks is a required consumer attraction factor, because the appearance of herbal drinks will compete with manufactured beverage products. This article aims to identify consumer needs in the packaging design of the products, determine the design element in the herbal beverage packaging. This study discusses the design of herbal beverage packaging using the kansei engineering method. The kansei engineering method is a design method using the emotional approach of the respondents. The steps in solving using the kansei method are, the first step is to collect kansei words and structuring kansei words, the second is to determine the factors from the respondents' responses, the third is to calculate the relationship between the factors and the variables in it. The result of this research is to design a herbal beverage packaging that is adapted to the selected kansei words. Kansei words used as the basis for packaging design include practical, attractive, informative, quality packaging materials, colorful, medium packaging sizes, medium packaging forms, modern packaging forms, innovative, pictorial, recyclable, transparent packaging bottles, interesting writing fonts
On the basis of discussion in the preceding chapters, the current one draws on service profit chain theory and propose an integrated model to examine the influence of artificial and emotional intelligences on employees’ and customers’ satisfaction, engagement and loyalty. Employees are referred to as internal customers in this chapter. Two studies were undertaken with employees and customers in Australian-based hotels to examine these relationships. The results show that AI service quality is significantly related to internal and external customer satisfaction and engagement. Both internal and external customer engagement have significant effects on customer loyalty and play a significant mediation role in the service quality—customer loyalty relationship. EI has a significant moderation effect on the relationship between AI service quality and customer engagement for internal and external customers. Discussion and implications of the research findings are provided for researchers and practitioners.
This chapter analyses how emotional intelligence (EI) demonstrated by service employees as external service can be incorporated into the personal service encounter in the service sector to enhance customer experience and relationship with the service provider. This chapter focuses on service operations in the service industry to support contributions to theory of the antecedents and outcomes of achieving high employee emotional intelligence. This chapter first discusses the link of service quality to business profitability. Second, the characteristics of service encounter and the role of service employees are analysed. The discussion extends to how emotional intelligence exhibited by employees can induce a successful encounter and garner positive service experience, followed by explaining the role of customers’ emotional intelligence in service experience and other related outcomes.
The aim of this research is to explore the relationship between emotional intelligence and leadership abilities amongst the students of the Faculty of Economics and Administrative Science- English Language Track- in Al Azhar University- Gaza. The research followed a descriptive analytical methodology where (320) students were surveyed and (234) responded (response rate 73%). The research concluded that the emotional intelligence of the students is acceptable but needs further improvement. It was also found that emotional intelligence is related to leadership abilities and that well- being is the most influential aspect of emotional intelligence. Many recommendations are offered such as the need to improve all aspects of emotional intelligence especially well being as it is found to be the most influential aspect of emotional intelligence. Furthermore, since emotional intelligence is related to leadership abilities and both can be improved, development opportunities and interactive and challenging activities such as training programs need to be offered to the students.
استهدفت الدراسة تحديد العلاقة بين أبعاد الذكاء الوجداني لموظفي البنوك التجارية (إدراك الذات, إدارة الذات, إدراك الآخرين وإدارة العلاقات مع الآخرين), ورضا العميل, والكلمة المنطوقة والاحتفاظ بالعميل, مع بيان الأثر المباشر للذكاء الوجداني (إدراك الذات, إدارة الذات, إدراك الآخرين وإدارة العلاقات مع الآخرين) على كل من رضا العميل, الكلمة المنطوقة والاحتفاظ بالعميل ثم بيان أثر الذكاء الوجداني غير المباشر على الكلمة المنطوقة والاحتفاظ بالعميل عند توسيط رضا العميل.
واعتمد الباحث في اختبار هذه العلاقات والتأثيرات على البرنامجين الاحصائيين SPSS 23 وWARP PLS7 , وتم تصميم قائمة استبيان لجمع البيانات وبلغ عدد القوائم الصالحة (396) استمارة وتوصلت الدراسة إلى وجود علاقة معنوية إيجابية بين أبعاد الذكاء الوجداني (إدراك الذات, إدارة الذات وإدارة العلاقات مع الآخرين) لموظفي البنوك التجارية, ورضا العميل والكلمة المنطوقة والاحتفاظ بالعميل, ووجود أثر لأبعاد الذكاء الوجداني (إدراك الذات, إدارة الذات وإدارة العلاقات مع الآخرين) على رضا العميل وعدم وجود أثر لبعد إدراك الآخرين على رضا العميل, فيما أثرت أبعاد الذكاء الوجداني جميعها (إدراك الذات, إدارة الذات, إدراك الآخرين وإدارة العلاقات مع الآخرين) على الكلمة المنطوقة, كذلك أثرت أبعاد الذكاء الوجداني جميعها (إدراك الذات, إدارة الذات, إدراك الآخرين وإدارة العلاقات مع الآخرين) على الاحتفاظ بالعميل, ووجود أثر لأبعاد الذكاء الوجداني (إدراك الذات, إدارة الذات وإدارة العلاقات مع العميل) على الكلمة المنطوقة بتوسيط رضا العميل بينما لم يكن هذا التأثير موجودًا لبعد إدراك الآخرين, مع وجود أثر لأبعاد الذكاء الوجداني (إدراك الذات, إدارة الذات وإدارة العلاقات مع العميل) على الاحتفاظ بالعميل بتوسيط رضا العميل بينما لم يكن هذا التأثير موجودًا لبعد إدراك الآخرين.
الكلمات المفتاحية (الذكاء الوجداني, رضا العميل, الكلمة المنطوقة, الاحتفاظ بالعميل)
Background
Research has shown that top performers (10 per cent) often differ from median performers in terms of emotional and social intelligence.
Objective
The purpose of this study is to review a one-year, one-to-one, person-centered business coaching programme with the management and the production team members within an organisation, exploring the development of emotional and social intelligence skills.
Design
The research used an experimental design and applied paired t -test in preand post-intervention conditions, using the ESCI-360° as a measurement tool to measure changes in emotional and social intelligence over the period .
Results
The analysis showed that the intervention had a strong effect in all measures (targeted competencies, overall score, targeted versus non-targeted competencies, EI versus SI competencies) of the production team (N = 34) and a significant effect on the targeted competencies of the management team (N = 10).
Conclusions
A person-centered coaching approach can assist in the development of the levels of emotional and social intelligence competencies scores.
To strengthen theoretical and practical understanding of consumers’ perceptions of luxury brands, previous literature has scrutinized the financial, functional, individual, and social dimensions of the luxury value construct. However, few authors have focused on linking the antecedent dimensions of luxury value to further attitudinal outcomes, besides purchase intention. Also, the few studies considering both dimensions focused on age or culture as moderator dimensions between such constructs. The gap identified in the literature constitutes the originality of the present study. As a result, the main goal of the present work is to measure the impact of luxury value perceptions in customer-based outcomes, as well as the possible moderator effect of Artificial Intelligence and Emotional Intelligence in the relationship between Owner Based Luxury Value and customer-based outcomes. Therefore, a quantitative methodological approach will be employed, through the development of a questionnaire.KeywordsLuxuryOwner Based Luxury Value (OBLV)Service encounterService qualityArtificial Intelligence (AI)Emotional Intelligence (EI)Customer engagementCustomer satisfactionCustomer loyalty
Introduction: Qualified nursing services can be manifested through the provision of nursing care based on nurses´ caring behavior. Therefore, a nurse’s caring behavior can affect patient satisfaction which can contribute to a nurse's attitudes, and the specific baseline is emotional intelligence. As one of the clinical indicators for nursing care quality, it is associated directly with patient’s satisfaction towards nurses´ caring behavior, because it is conceptualized and measurable. Objective: To identify the association of nurses’ emotional intelligence and their caring behavior throughout nursing practice hospitalization in Ambun Suri ward Dr. Achmad Mochtar Hospital, Bukittinggi, Indonesia. Methods: This is descriptive-analytic research with a cross-sectional approach involving 69 nurses. The instruments for this study were self-report questionnaires of professional caring behavior items. Data were categorized to specific criteria and measured with descriptive statistics. Results: The statistical analysis revealed 44.9% of nurses had a deficient caring attitude while high emotional intelligence reached out of 53.7% during nurses’ caring behavior. A significant emotional intelligence association with caring behavior was found (p=0.001). Conclusion: The study findings may be recommended to the hospital ward headship throughout the functions of direction and supervision strive for nurses´ emotional intelligence development, including of nurses’ touching and listening abilities, explaining and talking intonation, technical and expression amongst therapeutic processes, environmental management, and family involvement. Those should be improved from various nurses' emotional intelligence educational workshops and training for decent caring behavior enhancement.
Araştırmanın amacı hizmet oryantasyonluluğu üzerinde duygusal zeka, duygusal emek ve transaksiyonel analiz ego durumlarının etkilerinin belirlenmesidir. Bu doğrultuda, Muğla ilinde faaliyet gösteren 4 ve 5 yıldızlı otel çalışanlarından anket uygulaması ile 960 veri toplanmıştır. Araştırma sonuçlarına göre; hizmet oryantasyonluluk üzerinde duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımı ile duygusal emek boyutlarından derin ve samimi davranışın pozitif, yüzeysel davranışın ise negatif etkisinin olduğu saptanmıştır. Bunun yanında, hizmet oryantasyonluluk üzerinde eleştirel ebeveyn ve isyankar çocuk ego durumunun negatif, destekleyici ebeveyn ego durumunun ise pozitif ve anlamlı etkileri bulunmuştur. Yetişkin, doğal çocuk ve itaatkar çocuk ego durumunun ise hizmet oryantasyonluluk üzerinde anlamlı bir etkisi ortaya çıkmamıştır.
CSR practices derive directly from strategic actions of companies but, more indirectly, from other factors that influence organizational behavior, such as culture. But talking about culture is something too comprehensive since we have national and organizational culture. At the level of CSR practices, will the framework of values of the leadership and the employees of an organization or the norms and values of the country where it operates be more influential? What is the role played by an innovative culture in the implementation of CSR? How can companies promote corporate social innovation? To answer these questions, this chapter will present some studies and discussions to contribute to the reflection of this issue not only to sensitize organizations to the importance of assuming CSR behaviors in an innovative way but also to analyze the role that culture has at this level.
Corporate Social Responsibility is a concept that dates to the first half of the twentieth century, although only in the twenty-first century it has become a paradigm for most companies. The concept itself is imbued with a certain versatility, as there are countless authors who theorize about it, as well as several theories that attest to its nature, with the work of Garriga and Melé (J Bus Ethics 53:51–71, 2004) being one of the most expressive in that sense. However, to understand the importance of Corporate Social Responsibility and why the concept has been disseminated throughout history, it is pertinent to refer to the advantages that it brings when implemented by organizations, that is, it is pertinent to know the motivations that lead companies to invest in Corporate Social Responsibility. This issue becomes even more relevant in a scenario of crisis, such as the one triggered by the COVID-19 pandemic. Given this, it is urgent to ask: how are companies assuming their social responsibilities in this pandemic scenario? What guidelines are they following? Are companies aligned with the current needs of their stakeholders?
This article introduces the concept of mood sensitivity: a service agent’s ability to detect mood during service encounters and customize their interaction style accordingly, with the purpose of improving service encounters as a whole. We report on an experience sampling study that explored the role that mood plays in service provision. Eleven service providers from various fields (education, healthcare, government) participated. The study yielded four general components of service encounter mood sensitivity. The first two represent “the eye outward”: (1) being perceptive of the client’s mood and (2) being able to manage the client’s mood by strategically adjusting one’s interaction style. The other two represent “the eye inward”: (3) being perceptive of one’s own mood and (4) being able to regulate one’s mood to protect personal well-being and avoid negatively impacting an encounter. Our framework of mood sensitivity during service encounters integrates these four components. For each component, opportunities are proposed for the development of tools, training methods, and design interventions that can support service providers seeking to develop their mood sensitivity.
As organizations are operating in a turbulent environment, it is essential for them to change the existing practices and policies. Currently, the aviation sector in Sri Lanka needs to acclimatize to survive in their environment. Thus, this study aims to identify the impact of self-awareness and self-management on organizational commitment to change. Moreover, the study aims to examine the boundary conditions of the proposed relationship by examining the moderating effect of environmental dynamism, which received less attention in the extant literature. Researchers adopted post-positivism research philosophy, and the approach is deductive. Data were collected using a self-administrated questionnaire from 330 front-line employees in the aviation industry in Sri Lanka. PLS-SEM model was adopted to analyze the data, and the violating assumptions were tested. The results showed that self-awareness and self-management are positive and significant influences on organizational commitment to change, and environmental dynamism moderate these relationships. The key implication of this study is managing any critical times by inspiring their level of self-awareness and management to change the mindset of staff to cope with the organization change to enhance the commitment. The findings of the study are beneficial for potential aviation-related academies and practitioners.
COVID-19 lockdown has plagued completely the human race with its ravaging
death toll across the Globe. Bangladesh is also affected by the deadly virus that
has retarded the rapidly forward marching economy of the country requiring
everyone to stay at home suspending their earning activities. Given the economic
condition of population of the country, the lockdown situation has brought about
a significant and unprecedented negative change in the income of most of the
people requiring them to adjust their consumption expenditures accordingly. This
paper tends to identify exactly how the lockdown’s impact negatively affected
consumers’ consumption behavior of the people of different social classes in
Bangladesh. The present study used data collected through filed survey method
with the help of a structured interview schedule. The study used percentage, pie
charts and bar diagrams to present lucidly the findings of the study. The study
found that owing to COVID-19 lockdown aggregate income of people has
decreased by 61.55% and the consumption expenditure has decreased by
66.82%. Majority of the respondents of different social classes have forced to cut
their household spending on consumption due to their low income.
This master thesis conducts a solid investigation into the opportunities and challenges that collaboration of internal and external partners brings to the organisations. Investigation will be carried out by diving deep into a new concept, which is called flexible business incubation.
Flexible business incubation is defined as an innovative organisation of internal and external working environments involving different participants: organisations, start-ups, externals, trainees and freelancers. It combines acquired knowledge from scientific investigations and best business practices of international organisations.
Advantages and troublemakers of an implemented concept are included in research. A qualitative case study on a pilot flexible business incubation project will be performed in a chosen international organisation to support or refute the research. During investigation a suitable frame, which can be further used for flexible business incubation projects, is developed. Investigation reveals detailed information on the flexible business incubation methodology, major flexible business incubation characteristics and development of a flexible business incubation roadmap. All extracted findings from the case study experience on flexible business incubation and post project recommendations will be noted for future usage and may be used for the further research.
Según el Ministerio de Industria, Comercio y Turismo, en el año 2019 Colombia fue visitada por 4.115.120 turistas extranjeros. Esta información genera cuestionamientos sobre la calidad del servicio que se está ofreciendo en el sector servicios, específicamente en el subsector hotelero, para identificar el nivel de satisfacción del usuario mediante la calificación de Booking y la palabra usada en la reseña para definir a esta misma. Para tal fin, este estudio no se enfocó en incluir la infraestructura y volumen de empleados para proveer el servicio al cliente, sino en el área de atracción y selección de los mejores candidatos que cuenten con habilidades blandas, lo que permitirá a los hoteles brindar una experiencia que se califique como 10/10. Se revisaron artículos relacionados con la importancia de las reseñas y comentarios que reflejen la experiencia del huésped y la importancia de las habilidades blandas en el personal hotelero; igualmente, se revisó y analizó el metabuscador Booking, se realizó un análisis de datos con Rstudio y una recopilación de datos con Parsehub de una muestra estadística para tener un acercamiento a los datos y las calificaciones en línea, para identificar la relación entre una buena calificación y el uso de cuatro habilidades blandas, entre las cuales se encuentran: integridad, relación con el cliente, servicio al cliente y trabajo en equipo. Los puntos para mejorar son coordinación entre las áreas para generar un buen clima organizacional, capacitación en servicio al cliente y rediseñar los procesos de selección en cuanto a vincular personas con las competencias blandas requeridas para atender a los visitantes. Según estudios que se relacionarán a continuación, las reseñas web en la actualidad pueden ser uno de los factores definitivos de un turista a la hora de decidirse entre un hotel u otro.
In recent years, innovative schools have developed courses in what has been termed emotional literacy, emotional intelligence, or emotional competence. This volume evaluates these developments scientifically, pairing the perspectives of psychologists with those of educators who offer valuable commentary on the latest research. It is an authoritative study that describes the scientific basis for our knowledge about emotion as it relates specifically to children, the classroom environment, and emotional literacy. Key topics include: historical perspectives on emotional intelligence neurological bases for emotional development the development of social skills and childhood socialization of emotion. Experts in psychology and education have long viewed thinking and feeling as polar opposites reason on the one hand, and passion on the other. And emotion, often labeled as chaotic, haphazard, and immature, has not traditionally been seen as assisting reason. All that changed in 1990, when Peter Salovey and John D. Mayer coined the term emotional intelligence as a challenge to the belief that intelligence is not based on processing emotion-laden information. Salovey and Mayer defined emotional intelligence as the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use motivated scientists, educators, parents, and many others to consider the ways in which emotions themselves comprise an intelligent system. With this groundbreaking volume, invited contributors present cutting-edge research on emotions and emotional development in a manner useful to educators, psychologists, and anyone interested in the unfolding of emotions during childhood. In recent years, innovative schools have developed courses in “emotional literacy” that making; these classes teach children how to understand and manage their feelings and how to get along with one another. Many such programs have achieved national prominence, and preliminary scientific evaluations have shown promising results. Until recently, however, there has been little contact between educators developing these types of programs and psychologists studying the neurological underpinnings and development of human emotions. This unique book links theory and practice by juxtaposing scientific explanations of emotion with short commentaries from educators who elaborate on how these advances can be put to use in the classroom. Accessible and enlightening, Emotional Development and Emotional Intelligence provides ample evidence about emotional intelligence as well as sound information on the potential efficacy of educational programs based on this idea.
This article presents a framework for emotional intelligence, a set of skills hypothesized to contribute to the accurate appraisal and expression of emotion in oneself and in others, the effective regulation of emotion in self and others, and the use of feelings to motivate, plan, and achieve in one's life. We start by reviewing the debate about the adaptive versus maladaptive qualities of emotion. We then explore the literature on intelligence, and especially social intelligence, to examine the place of emotion in traditional intelligence conceptions. A framework for integrating the research on emotion-related skills is then described. Next, we review the components of emotional intelligence. To conclude the review, the role of emotional intelligence in mental health is discussed and avenues for further investigation are suggested.
PLEASE REDUCE ABSTRACT TO 150 WORDS OR LESS This field study examined personality traits in relation to career satisfaction and job satisfaction for a sample of 5,932 individuals in career transition. Results indicated a consistent significant relationship between personality and career satisfaction as well as job satisfaction, both in the total sample and 14 separate occupational groups. Correlations with personality traits were generally higher for career than job satis-faction. Regression analyses revealed a set of three personality traits consistently related to career satisfaction: emotional resilience, optimism, and work drive in initial and holdout samples as well as in all 14 occupational groups. These three traits accounted for an average of 17% of career satisfaction variance across occu-pational groups. They may serve as a set of general predictors of career satisfaction because they are related to personal adaptation to a wide range of work roles and to career changes, stress, and uncertainty. Consistent with earlier research, the authors found other personality traits correlated with career satisfaction in certain occupational groups, including some Big Five traits—conscientiousness, extrover-sion, and openness—and other, narrower traits, such as assertiveness, customer service orientation, and human managerial relations orientation. Results were dis-cussed in terms of prior research on career satisfaction, Holland's suggestion of a general personal competence factor for vocational behavior, Goleman's emotion-al intelligence, career adaptation, and the nomothetic span of personality con-structs. Also, discussed were study limitations, suggestions for future research, and practical implications for career counseling.
This research note explores the extent to which the claims for the importance of emotional intelligence as a predictor of leadership potential are borne out. The paper reports the results of an exploratory study of a leadership development centre in which participants also completed an established measure of emotional intelligence – the EIQ Managerial. The sample comprised 40 senior managers working within the New Zealand Public Service (NZPS). The results provide some evidence to support the relationships between EI and leadership potential asserted from both a theoretical standpoint and from other studies of leadership performance. The limitations of sample size are clearly identified. The results do however, indicate that further research using both larger and more diverse samples may be warranted.
Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management.
Suggests that there is a long history of efforts to help workers improve their emotional intelligence. Furthermore, some training and development interventions have been developed and evaluated in the past appear to be effective in improving emotional competence and work performance. These "best practices," along with a large body of research on training, development, and behavior change, suggest a number of guidelines that can help people design better programs in the future. Examples of effective programs include management training interventions, communication and empathy training with physicians, teaching police to handle conflict, stress management training, self-management training, training for unemployed workers, and personnel selecting based on emotional intelligence competencies. After discussing negative feedback on these effective workplace strategies, the author discussed practice guidelines for emotional intelligence training and development; they are grouped under 3 major phases of change, labeled (1) preparation for change, (2) doing the work of change, and (3) encouraging, maintaining and evaluating change. More detailed practice guidelines are appended. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Explored sex differences in effects of social and value similarity in a longitudinal study of 146 same-sex college roommate pairs (62 male and 84 female). The clearest findings concerned actual value similarity among women; those who chose each other as roommates were more similar than those who had been assigned to be roommates. Actual value similarity (measured in the fall quarter) was correlated with liking in the fall and liking in the spring among female chosen pairs; it also predicted which female assigned pairs would remain roommates. None of the analyses of actual value similarity was significant for men, although tests of sex differences in effects yielded mixed results. Few effects were obtained for similarity on social characteristics, except for similarity on year in college. Results are discussed in terms of prior roommate studies, and issues are raised concerning the use of roommates in research on friendship development. (28 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
This article provides a review of recent developments in two topical areas of research in contemporary organizational behavior: diversity and emotions. In the section called “Diversity,”we trace the history of diversity research, explore the definitions and paradigms used in treatments of diversity, and signal new areas of interest. We conclude that organizational behavior in the 21st century is evolving to embrace a more eclectic and holistic view of humans at work. In the section called “Emotions,” we turn our attention to recent developments in the study of emotions in organizations. We identify four major topics: mood theory, emotional labor, affective events theory (AET), and emotional intelligence, and argue that developments in the four domains have significant implications for organizational research, and the progression of the study of organizational behavior. As with the study of diversity, the topic of emotions in the workplace is shaping up as one of the principal areas of development in management thought and practice for the next decade. Finally, we discuss in our conclusion how these two areas are being conceptually integrated, and the implications for management scholarship and research in the contemporary world.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects’ initial expectations affected subjects’ satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
Emotional intelligence is contextualized historically and defined as a set of four interrelated abilities focused on the processing of emotional information. These four abilities involve (a) perceiving emotions, (b) using emotions to facilitate cognitive activities, (c) understanding emotions, and (d) managing emotions in oneself and other people. Emotional intelligence is best measured as a set of abilities using tasks rather than self-judgment scales. When emotional intelligence is measured in this way it shows discriminant validity with respect to "cognitive" intelligence, personality traits, and social desirability, which is generally not the case for self-judgment measures. The abilitybased measure of emotional intelligence most often used in research is the Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT), a reliable instrument that is associated with positive outcomes in social situations, families, educational settings, and the workplace. Promising interventions designed to improve emotional intelligence have been developed for school children and managers. The effectiveness of these interventions needs to be evaluated systematically.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
Emotional intelligence is a type of social intelligence that involves the ability to monitor one's own and others' emotions, to discriminate among them, and to use the information to guide one's thinking and actions (Salovey & Mayer, 1990). We discuss (a) whether intelligence is an appropriate metaphor for the construct, and (b) the abilities and mechanisms that may underlie emotional intelligence. © 1993.
[Original String]: Mayer, J.D. and Salovey, P. (1997). “What is Emotional Intelligence?” In P. Salovey and D. Sluyter (Eds.), Emotional development and emotional intelligence: Implications for educators (pp. 3-31). New York: Basic
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This series of studies describes the development of a measure of emotional intelligence based on the model of emotional intelligence developed by Salovey and Mayer [Salovey, P. & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9, 185–211.]. A pool of 62 items represented the different dimensions of the model. A factor analysis of the responses of 346 participants suggested the creation of a 33-item scale. Additional studies showed the 33-item measure to have good internal consistency and testretest reliability. Validation studies showed that scores on the 33-item measure 1.(a) correlated with eight of nine theoretically related constructs, including alexithymia, attention to feelings, clarity of feelings, mood repair, optimism and impulse control;2.(b) predicted first-year college grades;3.(c) were significantly higher for therapists than for therapy clients or for prisoners;4.(d) were significantly higher for females than males, consistent with prior findings in studies of emotional skills;5.(e) were not related to cognitive ability and6.(f) were associated with the openness to experience trait of the big five personality dimensions.
For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
Presents a model of service encounter satisfaction offering
conceptual and pragmatic advantages over the dominant disconfirmation
paradigm. Expectations are compared with performance, at three separate
stages, which directly combine into one overall consumer service
encounter judgment. Offers service practitioners increased insight into
understanding consumers' satisfaction processes.
Reports on a study looking at dimensions of service provider performance that influence immediate emotional responses to service encounters, based on 914 service encounters. Identifies five service-provider dimensions that are significant predictors of emotional response to services. Finds that different service-provider dimensions influence positive as compared with negative emotional responses and that temporal duration and spatial intimacy of the encounter affect both the reported levels and relative importance of these service-provider dimensions to emotional responses.
Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which they were asked to rate the key service attributes of their stay using all three of these measurement scales. Repurchase intention and word-of-mouth effects were also measured. Compares the scales on the basis of reliability, convergent and discriminant validity, predictive validity, skewness, face validity and managerial value for directing a quality improvement programme. Shows the disconfirmation scale to be superior to both the performance and satisfaction scales on all these criteria except for predictive validity. In addition, the performance scale was generally better than the satisfaction scale on a number of these criteria.
Models link between employees’ behavior and short- and long-term customer perceptions. Subjects were confronted with five different video taped non-routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of service employees. With three types of behavior it was possible to explain customers’ feelings of warmth. Warmth also correlated with measures such as likeability, perceived quality and service loyalty. Study 2 used a hotel reception as a setting, and service quality was manipulated in eight different ways. Warmth correlated highly with post-experience measures, had a dual impact on customer loyalty and increased intention to stay and willingness to pay more for the same service. Service firms should train employees to deal with emotions and to learn empathic behaviors.
The literature suggests that managerial skills in general, and emotional intelligence in particular, play a significant role in the success of senior managers in the workplace. This argument, despite its popularity, remains elusive. This can be attributed to the fact that although a few studies have provided evidence to support this argument, it has not received an appropriate empirical investigation. This study attempts to narrow this gap by empirically examining the extent to which senior managers with a high emotional intelligence employed in public sector organizations develop positive work attitudes, behavior and outcomes. The results indicate that emotional intelligence augments positive work attitudes, altruistic behavior and work outcomes, and moderates the effect of work-family conflict on career commitment but not the effect on job satisfaction.
Addresses criticisms of the authors' previous linking of emotion and intelligence by explaining that many intellectual problems contain emotional information that must be processed. Using P. Salovey and J. D. Mayer's (1990) definition of emotional intelligence as a type of social intelligence that involves the ability to monitor one's own and others' emotions, to discriminate among them, and to use the information to guide one's thinking, it is argued that intelligence is an appropriate metaphor for the construct. The abilities and mechanisms that underlie emotional intelligence are described. These mechanisms are (1) emotionality itself, (2) facilitation and inhibition of emotional information flow, and (3) specialized neural mechanisms. Emotionality contributes to specific abilities, and emotional management influences information channels and problem solving. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Explores how three types of intelligence—cognitive intelligence, social intelligence, and emotional intelligence—contribute to transformational leadership. The thesis is that truly exceptional leaders, those we call "transformational," must possess multiple types of intelligence. Social and emotional intelligence are particularly important because these contribute to the transformational leader's ability to inspire and build relationships with followers. It is clear that the multiple intelligences, particularly social and emotional, contribute to the frequency with which individual leaders are seen as transformational. A sampling of correlational studies have yielded significant but modest correlations with measures of cognitive, social, and emotional intelligence. The search for individual dispositions to behave as transformational leaders will go on. While different situations may moderate what is required, various traits of social and emotional intelligence along with more discriminating and sophisticated measures of cognitive intelligence will be of importance above and beyond situational considerations. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Presents an overview of an ability model of emotional intelligence, and explores the role that emotional intelligence plays in effective leadership. According to these authors, emotional intelligence underlies a leader's "people" or "relationship" skills. The authors apply their model of emotional intelligence to leadership in work organizations and discuss why organizations should consider emotional intelligence in the selection and development of leaders and managers. Ability models have given new respectability to the discussion of emotions in the workplace, and in that way, they have proven to be of immense value. Such enthusiasm is important, because leaders of today are still being chosen for their functional expertise. If leaders do lack emotional intelligence, they may be unmoved by calls for greater understanding of emotions in the workplace. HR practitioners and leadership researchers should focus on the ability model because it offers a unique and valuable perspective on leadership. Organizations, teams, and individuals all stand to benefit from choosing leaders who are high in emotional intelligence, or by developing the skills of less emotionally intelligent leaders. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Daniel Goleman, Richard Boyatzis, and Annie McKee, Primal Leadership: Realizing the Power of Emotional Intelligence, Boston: Harvard Business School Press (2002), 306 pp.
Dennis N.T. Perkins, with Margaret P. Holtman, Paul R. Kessler, and Catherine McCarthy, Leading at the Edge: Leadership Lessons from the Extraordinary Saga of Shackleton's Antarctic Expedition, New York: AMACOM (2000), 268 pp.
Charles C. Manz, Emotional Discipline: the Power to Choose How You Feel, San Francisco: Barrett-Koehler Publishers, Inc. (2003), 234 pp.
Cliff Hakim, We Are All Self-Employed: How to Take Control of Your Career, San Francisco: Barrett-Koehler Publishers, Inc. (2003), 261 pp.
In the study of consumers' evaluation of the service setting, laboratory experiments using environmental simulations provide researchers with a level of control that can otherwise be difficult to achieve in field studies. This article demonstrates that photographic slides and videotapes, used as environmental simulations in testing a theory of crowding, have ecological validity. The same theoretical model is tested with data obtained from a field quasi-experimental study and with data from a laboratory study that used photographic slides and videotapes to simulate the service setting. Conditions that may constrain the applications of various kinds of environmental simulations in consumer research on services are also discussed. Copyright 1992 by the University of Chicago.
Job control may be defined as the latitude to make decisions and the freedom to select the most appropriate skills to complete the task. Emotional dissonance may be defined as the conflict between expressed and experienced emotions. In this study, job control and self-efficacy were theorized to jointly affect emotional dissonance. Individuals with high self-efficacy were found to be more satisfied under conditions of little job control, whereas those with low self-efficacy favored high job control. The impact of job control on emotional intelligence was also studied. Emotional intelligence may be defined as the set of skills that contribute to accurate self-appraisal of emotion as well as the detection of emotional cues in others and the use of feelings to motivate and achieve in one's life. Emotional intelligence and job control explained significant amounts of the variance in both job satisfaction and organizational commitment. Theoretical and practical implications are discussed.
In 7 studies, the authors examined the link between emotional intelligence and interpersonal relations. In Studies 1 and 2, the participants with higher scores for emotional intelligence had higher scores for empathic perspective taking and self-monitoring in social situations. In Study 3, the participants with higher scores for emotional intelligence had higher scores for social skills. In Study 4, the participants with higher scores for emotional intelligence displayed more cooperative responses toward partners. In Study 5, the participants with higher scores for emotional intelligence had higher scores for close and affectionate relationships. In Study 6, the participants' scores for marital satisfaction were higher when they rated their marital partners higher for emotional intelligence. In Study 7, the participants anticipated greater satisfaction in relationships with partners described as having emotional intelligence.
Psychology Applied to Work: An Introduction to Industrial and Organizational Psychology
- P M Muchinsky
Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues
- J H Myers
Emotional Value: Creating Strong Bonds with Your Customers
- J Barlow
- D Maul
Emotional intelligence in the workplace
- D R Caruso
- C J Wolfe