Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters

Härtel, Charmine E. J., Gough, Helen and Härtel, Gunter F. (2006) Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters. International Journal of Work Organisation and Emotion, 1 3: 232-254. doi:10.1504/IJWOE.2006.010790


Author Härtel, Charmine E. J.
Gough, Helen
Härtel, Gunter F.
Title Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters
Journal name International Journal of Work Organisation and Emotion   Check publisher's open access policy
ISSN 1740-8938
1740-8946
Publication date 2006-01-01
Sub-type Article (original research)
DOI 10.1504/IJWOE.2006.010790
Volume 1
Issue 3
Start page 232
End page 254
Total pages 23
Place of publication Bucks, United Kingdom
Publisher Inderscience Publishers
Language eng
Abstract We use the customer service context to examine the impact observations of other's emotional displays have on people from multiple perspectives, including customers' observations of service provider displays, service providers' observations of customer displays in response to their displays in service encounters, and service providers' observations of aggregate emotional displays in their workgroup. Emotional displays are described in terms of Goleman's notion of personal and social emotional competencies. The concept of emotional climate is used to describe individuals' observations regarding aggregate emotional displays in their workgroup. An Experience Sampling Method study of 120-service encounters show that providers' perceptions of the quality of workgroup emotional climate predicted positively their overall job satisfaction. The provider's emotional competence affected the outcome of the encounter in a complex way and predicted positively the workgroup emotional climate. The predictive nature of these results is encouraging, suggesting that a more detailed analysis would be rewarding.
Keyword Emotional competencies
Emotional climate
Customer service
Satisfaction
Emotions
Workgroups
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collection: UQ Business School Publications
 
Versions
Version Filter Type
Citation counts: Scopus Citation Count Cited 15 times in Scopus Article | Citations
Google Scholar Search Google Scholar
Created: Mon, 28 Feb 2011, 04:33:59 EST by Professor Charmine Hartel on behalf of UQ Business School