Reference : LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS

	Document type :	Scientific conferences in universities or research centers : Scientific conference in universities or research centers
	Discipline(s) :	Business & economic sciences : Marketing
	To cite this reference:	http://hdl.handle.net/2268/16837

Title :	LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS
Language :	English
Author, co-author :	Delcourt, Cécile [Université de Liège - ULg > HEC-Ecole de gestion de l'ULg : UER > UER Management >]
	Van Riel, Allard [ > > ]
	Birgelen, Marcel [ > > ]
Publication date :	2009
Audience :	International
Event name :	Quality in Services 11
Event date :	Juin 2009
Event place (city) :	Wolfsburg
Event country :	Allemagne
Keywords :	[en] Emotional Intelligence ; Rapport ; Customer satisfaction and loyalty
Abstract :	[en] Contact employees play a critical role in creating favorable customer perceptions. We aim to understand to which extent contact employee emotional intelligence relates to customer perceptions of rapport, and their satisfaction and behavioral intentions. We developed a causal model and tested it with PLS. We found that customer perceptions of contact employee emotional intelligence influence their perceptions of rapport. In turn, rapport influences cognitive and emotional satisfaction. Both types of satisfaction lead to behavioral intentions. In order to improve customer perceptions of rapport, managers could focus on contact employees’ emotional intelligence when hiring and training them.
Target :	Researchers
Permalink :	http://hdl.handle.net/2268/16837

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