Emotional Intelligence Towards Customer Relationship Marketing

Khoury, Grace Al; Thrassou, Alkis; Papasolomou, Ioanna

doi:10.4018/978-1-5225-8270-0.ch014

Cited by 2 publications

(2 citation statements)

References 22 publications

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“…EI has gained a great deal of attention over the past decades (Shao et al , 2015; Al Khoury et al , 2018; Al Khoury et al , 2019). Salovey and Mayer (1990, p. 189) were the first to define EI, suggesting that EI is:…”

Section: Literaturementioning

confidence: 99%

Emotional intelligence and perceived negative emotions in intercultural service encounters

Thrassou¹,

Santoro

Leonidou

et al. 2020

EBR

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Purpose This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach To reach the paper’s goal, a qualitative approach through semi-structured interviews conducted in the context of the banking industry is developed and presented. Findings The findings presented and discussed the “perception of emotion” and the building of corresponding knowledge about ICSEs. Specifically, FSEs and foreign customers were found to be capable of perceiving negative emotions, both their own and of others. The authors further identified an array of emotions and feelings that facilitate the understanding of how ICSEs can be managed and improved. The findings finally highlight the degree and nature of the importance of building and storing knowledge on ICSEs soft processes, which are termed a key asset for service companies. Originality/value An encounter between a service provider and a customer of different cultural backgrounds can become complex and critical. Despite this, there is not enough empirical evidence neither on the socio-psychological processes that take place during these encounters nor on how different ethnic groups develop interpersonal trust within the service sector. This research offers empirical insights regarding the means of detecting emotions and of improving the quality and management of knowledge on ICSE.

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Section: Literaturementioning

confidence: 99%

Emotional intelligence and perceived negative emotions in intercultural service encounters

Thrassou¹,

Santoro

Leonidou

et al. 2020

EBR

Self Cite

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“…The research, on which this paper is founded, addresses especially Tudor's (2015) call for exploring the practice of EI within the banking sector, and, specifically, the Lebanese retailbanking sector. Kearney et al (2017) and Al Khoury et al (2019) highlighted the need to produce empirical data to explore employees' EI skills and their impact on customer service and satisfaction. The research also attempts to bridge the gap identified by Hejase et al (2012), Geha (2015) and El-Chaarani (2013) in the extant literature, concerning the need to relate EI to other business concepts such as customer relationship marketing.…”

Section: Research Background and Gapsmentioning

confidence: 99%

The requisite role of emotional intelligence in customer service in the retail banking sector

Khoury

Thrassou

Papasolomou

et al. 2022

IJOA

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Purpose This study aims to descriptively identify and refine the role of emotional intelligence (EI) in the retail banking employee–customer contact context, and prescriptively use this knowledge to develop a framework for improving true customer service without excess organizational cost, in Lebanon. Design/methodology/approach The research adopts the classical interpretive/constructivist ontology and the interpretivism/constructivism epistemology, and it rests on a tripod of methodological foundations. The first leg is the theoretical work that sets the extant scientific ground for the empirical work to develop. The second incorporates the main (qualitative) empirical tools, i.e. 40 interviews with customers and HR managers (NVivo-analyzed), plus a critical incident technique study. The third includes the supportive tools of secondary data and an expert panel composed of industry and scholarly specialists. Findings EI was empirically shown to modulate the levels of customer satisfaction and to hold a critical role in the company–customer interface, albeit one that is currently and unjustly both undervalued and ineffectively controlled. The findings identify the key factors and exhibited behavioral attributes of EI within the customer service process, and they integrate all into a comprehensive framework of both scholarly and executive worth. Originality/value This study provides distinct theoretical elucidations and conceptualization that have identified and interrelated the relevant works on the subject; empirically refines the variables involved in the EI context of retail banking customer service; and culminates in the form of the proposed framework that incorporates and interrelates the findings into an empirical-data-based composition of both scholarly and executive orientation and worth.

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Emotional Intelligence Towards Customer Relationship Marketing

Cited by 2 publications

References 22 publications

Emotional intelligence and perceived negative emotions in intercultural service encounters

Emotional intelligence and perceived negative emotions in intercultural service encounters

The requisite role of emotional intelligence in customer service in the retail banking sector

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