Reference : LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS
Scientific congresses and symposiums : Unpublished conference
Business & economic sciences : Marketing
http://hdl.handle.net/2268/16837
LINKING CONTACT EMPLOYEE EMOTIONAL INTELLIGENCE TO CUSTOMER PERCEPTIONS
English
Delcourt, Cécile mailto [Université de Liège - ULg > HEC-Ecole de gestion de l'ULg : UER > UER Management >]
Van Riel, Allard mailto [> >]
Birgelen, Marcel [> >]
2009
Yes
International
Quality in Services 11
Juin 2009
Wolfsburg
Allemagne
[en] Emotional Intelligence ; Rapport ; Customer satisfaction and loyalty
[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.
Researchers ; Professionals
http://hdl.handle.net/2268/16837

There is no file associated with this reference.

Bookmark and Share SFX Query

All documents in ORBi are protected by a user license.