The role of emotional intelligence in service encounters: A model for predicting the effects of employee-customer interactions on consumer attitudes, intentions, and behaviours

Hartel, Charmine E. J., Barker, Sunita and Baker, Nathan J. (1999) The role of emotional intelligence in service encounters: A model for predicting the effects of employee-customer interactions on consumer attitudes, intentions, and behaviours. Australian Journal of Communication, 26 2: 77-87.

Author Hartel, Charmine E. J.
Barker, Sunita
Baker, Nathan J.
Title The role of emotional intelligence in service encounters: A model for predicting the effects of employee-customer interactions on consumer attitudes, intentions, and behaviours
Journal name Australian Journal of Communication   Check publisher's open access policy
ISSN 0811-6202
Publication date 1999
Sub-type Article (original research)
Volume 26
Issue 2
Start page 77
End page 87
Total pages 11
Place of publication Brisbane, Australia
Publisher University of Queensland
Language eng
Abstract Understanding how employees influence customer behaviour in a service encounter has important implications for the selection and training of employees. To date, however, the issue of how employees influence consumer behaviour has been largely overlooked. This paper aims to address the current theoretical gap by incorporating the literature on emotional intelligence into the context of employee-customer interactions. Specifically, a model is developed in which employees' exhibition of emotional intelligence behaviours, termed emotional competence, is presented as a critical variable moderating the link between service encounters and consumer attitudes, intentions, and behaviours.
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collection: UQ Business School Publications
 
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Created: Sun, 27 Feb 2011, 20:30:57 EST by Professor Charmine Hartel on behalf of UQ Business School