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Emotional dissonance and customer service: an exploratory study
Julian, Craig C - 2008
In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional...
Persistent link: https://www.econbiz.de/10009475222
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Intelligenz als Determinante menschlicher Zuverlässigkeit und deren Implikation in die Entwicklung von Führungskräften
Jez, Uta - 2005
, Führungsqualität und Unternehmenserfolg unter besonderer Berücksichtigung der Faktoren ’Intelligenz’ und ’Menschliche Zuverlässigkeit … Intention, daß eine gezielte Entwicklung von Anteilen der menschlichen Intelligenz ein Erfolg versprechender Weg sein könnte … Intelligenz’ des Menschen gesehen, aus dem sich Möglichkeiten einer systematischen und praktikablen Beeinflussung der Entwicklung …
Persistent link: https://www.econbiz.de/10009452435
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Emotional intelligence (EQ), customer service and sustainable competitive advantage: a case study to assess the importance of emotional intelligence in enhancing customer service i...
Teh, Allen Keat Beng - 2006
.This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for … companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three … area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance …
Persistent link: https://www.econbiz.de/10009475264
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Burning down the House: Emotional Labor, Burnout and Real Estate Sales Professionals
Rawlins, Laura Cooley - 2008
The purpose of this study was to investigate the influence of emotional labor on instances of burnout by specifically focusing on real estate sales professionals. The Bureau of Labor Statistics (2008) cites the purchase or sale of a home as one of the most substantial and complicated financial...
Persistent link: https://www.econbiz.de/10009466962
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Emotional labor in intercultural service encounters: An experience sampling study
McCance, Andrea S. - 2010
The body of literature surrounding emotional labor, defined as service employees’ effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a...
Persistent link: https://www.econbiz.de/10009477796
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E-Branding: Markenführung im Internet : Evaluation von Internet-Marken unter dem besonderen Aspekt der Emotionalisierung
Pohl, Roland - 2004
Diese Magisterarbeit befasst sich mit Marken, die ausschließlich im Internet auftreten (E-Brands) sowie der Markenführung im Internet (E-Branding). Innerhalb dieses Rahmens wird eine Online-Befragung der wichtigsten Internet-Marken in Deutschland sowie eine Datenerhebung unter Internet-Nutzern...
Persistent link: https://www.econbiz.de/10009433650
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The role and impact of emotional intelligence (EQ) on the leadership styles of the systems integration management team within T-Systems
Cromhout, Jaco - 2009
ENGLISH ABSTRACT: The aim of this thesis is an investigation and study into the impact of emotional intelligence (EQ … researcher was introduced to the concept of emotional intelligence and the impact that it could have on the management of people …
Persistent link: https://www.econbiz.de/10009442078
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Vadovo emocinio intelekto įtaka valdymo produktyvumui
Trakšelys, Kęstutistestas - 2008
Straipsnyje aptariama ilgai vadyboje ignoruota tema – emocinis intelektas. Į emocijų svarbą darbinėje veikloje ilgai nekreipė dėmesio daugelis verslo ir mokslo žmonių. Kurį laika tai galima buvo pateisinti: įmonių struktūra ir darbo pobūdis anksčiau buvo gana paprasti, palyginus...
Persistent link: https://www.econbiz.de/10009478214
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A STORY ON LEADERSHIP STYLES FROM MACEDONIAN COMPANIES: COMPONENTS OF TRANSFORMATIONAL VS. TRANSACTIONAL LEADERSHIP INFLUENCED BY ASPECTS OF EMOTIONALL INTELLIGENCE
DRAKULEVSKI, Ljubomir; DEBARLIEV, Stojan; … - 2017
. transactional leadership at the same time exploring the relationship between emotional intelligence and transformational leadership … positive relationship between the emotional intelligence and transformational leadership by confirming the applicability of the …
Persistent link: https://www.econbiz.de/10011658715
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Job Stress and Employee Creativity: The mediating role of Emotional Intelligence
Naseem, Khalida - 2017
The obstinacy of this study is to lessen the job stress between individuals at work place by mediating the relationship … through emotional intelligence. Emotional intelligence between predictor and criterion variables enhances employee well … Suzuki (n=150) filled the trait measure of job stress questionnaire and after three weeks’ participants completed the …
Persistent link: https://www.econbiz.de/10011713651