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Service skills for service workers: emotional intelligence and beyond

Service skills for service workers: emotional intelligence and beyond This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile. These abilities dovetail with previous work discussing service provider characteristics, yet offer a more detailed and behaviorally oriented view of the worker skills that ensure effective service encounters. Implications for understanding service demands and staffing a workforce with the skills needed to deliver quality service are discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service skills for service workers: emotional intelligence and beyond

Managing Service Quality , Volume 14 (6): 11 – Dec 1, 2004

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References (57)

Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520410569793
Publisher site
See Article on Publisher Site

Abstract

This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile. These abilities dovetail with previous work discussing service provider characteristics, yet offer a more detailed and behaviorally oriented view of the worker skills that ensure effective service encounters. Implications for understanding service demands and staffing a workforce with the skills needed to deliver quality service are discussed.

Journal

Managing Service QualityEmerald Publishing

Published: Dec 1, 2004

Keywords: Customer services quality; Services; Skills; Intelligence

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