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- W4376472942 abstract "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." @default.
- W4376472942 created "2023-05-14" @default.
- W4376472942 creator A5051270771 @default.
- W4376472942 date "2023-01-01" @default.
- W4376472942 modified "2023-09-25" @default.
- W4376472942 title "Leveraging Emotional Intelligence for Customers" @default.
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- W4376472942 doi "https://doi.org/10.1007/978-981-99-1865-2_5" @default.
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