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Emotional intelligence: fundamental competencies for enhanced service provision

Emotional intelligence: fundamental competencies for enhanced service provision This article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as encapsulating many of the key competences involved in creating and maintaining a positive climate for services. The conceptual basis of EQ is examined in some detail, in addition to its practical measurement. Research is reviewed which suggests that EQ can be developed, and which provides support for the argument that higher levels of EQ within organizations will facilitate the appropriate conditions for a positive climate for services to emerge. It is argued that measurement of EQ should form part of the selection process, for management and customer‐facing staff, and that development of emotional intelligence should be incorporated into staff training programs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Emotional intelligence: fundamental competencies for enhanced service provision

Managing Service Quality , Volume 13 (2): 8 – Apr 1, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520310466789
Publisher site
See Article on Publisher Site

Abstract

This article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as encapsulating many of the key competences involved in creating and maintaining a positive climate for services. The conceptual basis of EQ is examined in some detail, in addition to its practical measurement. Research is reviewed which suggests that EQ can be developed, and which provides support for the argument that higher levels of EQ within organizations will facilitate the appropriate conditions for a positive climate for services to emerge. It is argued that measurement of EQ should form part of the selection process, for management and customer‐facing staff, and that development of emotional intelligence should be incorporated into staff training programs.

Journal

Managing Service QualityEmerald Publishing

Published: Apr 1, 2003

Keywords: Service quality; Intelligence; Labour

References