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Enhancing the customer experience AI-chatbot : service quality, emotional intelligence, and personalisation
Minh T. H. Le; Khoi Minh Nguyen; Ngan Thanh Nguyen; … - In: International journal of trade and global markets 19 (2024) 2, pp. 111-132
Persistent link: https://www.econbiz.de/10015062752
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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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An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry
Bharwani, Sonia; Jauhari, Vinnie - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 823-843
Persistent link: https://www.econbiz.de/10010125925
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The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine; Dominique-Ferreira, Sergio; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
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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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Gracefully yours : would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?
Dogerlioglu-Demir, Kivilcim; Ng, Andy H.; Koçaş, Cenk - In: Journal of retailing and consumer services 75 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014372547
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Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.; Li, Richard C. - In: The service industries journal 39 (2019) 13/14, pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
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The influence of perceived emotional intelligence on the perceived service value and customer loyalty
Boxer, Israel; Rekettye, Gabor - In: Acta oeconomica : periodical of the Hungarian Academy … 60 (2010) 3, pp. 275-293
Persistent link: https://www.econbiz.de/10008666272
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Emotional intelligence at the heart of customer orientation : the front-office bank employee perspective
Elbirou, Hiba - In: Journal of Trade Science 12 (2024) 2, pp. 134-152
that emotional intelligence fosters and stimulates customer orientation for bank employees. The perception, understanding … emotional intelligence influences the customer-oriented behavior of front-office bank employees. Notably, this study represents …Purpose This study aims to discern and refine the role of emotional intelligence (EI) in the development of customer …
Persistent link: https://www.econbiz.de/10014636956
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Customer emotional regulation and relationship quality : evidence from the banking industry
Alnawas, Ibrahim; Altarifi, Shadi - In: Journal of financial services marketing : JFSM 21 (2016) 4, pp. 254-266
Persistent link: https://www.econbiz.de/10011594160