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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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More than just a stamp in my passport
Van Tonder, Christa - In: International journal of business and economics 16 (2017) 3, pp. 279-283
Persistent link: https://www.econbiz.de/10011973054
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The effects of emotional intelligence on job satisfaction and customer orientation of hotel employees : moderating effect of value sharing
Lim, JiEun - In: Global business and finance review 22 (2017) 1, pp. 80-90
Persistent link: https://www.econbiz.de/10011849268
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Engaging and retaining customers with AI and employee service
Prentice, Catherine; Nguyen Tuyet-Mai - In: Journal of retailing and consumer services 56 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
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The role of emotional intelligence in knowledge-enabled customer delight : a case on Bahrain
Al Hashemi, Suhaila; Haji, Zahra - In: Customer-centric knowledge management : concepts and …, (pp. 146-164). 2012
Persistent link: https://www.econbiz.de/10009312464
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Impact of emotional intelligence and emotional labor on organizational outcomes in service organizations : a conceptual model
Rathi, Neerpal - In: South Asian journal of management : SAJM 21 (2014) 4, pp. 54-71
Persistent link: https://www.econbiz.de/10010519710
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The relationships between communication satisfaction, emotional intelligence and the GLOBE organizational culture dimensions of middle managers in Serbian organizations
Nikolić, Milan; Vukonjanski, Jelena; Nedeljković, Milena - In: Journal of East European management studies : JEEMS 19 (2014) 4, pp. 387-412
The focus of this paper is the relationship between internal communication satisfaction and emotional intelligence … between the emotional intelligence of middle managers and their communication satisfaction in Serbian organizations. We show … that some communication satisfaction dimensions strongly correlate with some emotional intelligence abilities of middle …
Persistent link: https://www.econbiz.de/10011298584
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Negativity and customer satisfaction : its managerial implications
Powers, Keiko L. - In: Cracking the code : leveraging consumer psychology to …, (pp. 238-256). 2012
Persistent link: https://www.econbiz.de/10009349520
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Emotional intelligence, a tool for customer satisfaction
Majdalani, Joelle F.; Maamari, Bassem E. - In: Journal for global business advancement : JGBA 9 (2016) 3, pp. 275-283
Persistent link: https://www.econbiz.de/10011624664
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Managing service encounters with emotional intelligence
Prentice, Catherine - In: Journal of retailing and consumer services 51 (2019), pp. 344-351
Persistent link: https://www.econbiz.de/10012115151