Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions
Abstract
In an increasingly competitive market economy, retailers are seeking ways to manage customer perceptions of their service quality. Selecting employees who are high on emotional intelligence (EI), and training employees in emotional competencies, may be ways to improve service quality. This meta-analysis tests the claims that EI improves service quality. The findings indicate that EI is significantly and positively related to service quality and...
Paper Details
Title
Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions
Published Date
Aug 15, 2019
Journal
Volume
30
Issue
3-4
Pages
335 - 347
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