Utilisation of emotional intelligence in the retail banking sector - a preliminary model for Lebanon

Khoury, Grace Al; Thrassou, Alkis; Kaufmann, Hans Ruediger

doi:10.1504/gber.2018.094446

Cited by 2 publications

(2 citation statements)

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“…Several researchers such as Tudor (2015), Danquah (2014), Kappagoda (2013), Kearney et al (2017), Wisker and Poulis (2015), Hejase et al (2012), Jamali et al (2008), Suliman and Al-Shaikh (2007), El-Chaarani (2013), Geha (2015) and Al Khoury et al (2018) have claimed that there is a research gap within the existent literature in terms of empirical evidence regarding the interrelationship between employees' EI skills, the EI behavioral attributes they exhibit and customer relationship marketing and servicing from a customer perspective. The present study seeks to address this gap by producing empirical research linking EI, its exhibited behavioral attributes of employees and customer relationship marketing from the customer perspective.…”

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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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

Self Cite

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“…However, because patients nowadays are more demanding (Murti et al, 2013a), satisfaction in health service quality is found to depend on both cognitive determinants and affective influences (such as emotions) (Fotiadis and Vassiliadis, 2013;Ladhari and Rigaux-Bricmont, 2013). Based mainly on the works of Westbrook (1987) and Westbrook and Oliver (1991), several empirical studies revealed that service use can possibly evoke a perplexing assortment of emotional and cognitive responses (Al Khoury et al, 2018;Pinna et al, 2018). This study is part of a growing and flourishing strand of marketing, which is still in its early stages, that seeks to discover the role of customers and their perceptions and emotions in utilitarian service settings (Christofi et al, 2018;Gaur et al, 2014;Papasolomou et al, 2014).…”

Section: Public-private Partnershipsmentioning

confidence: 99%

Patient satisfaction in the context of public–private partnerships

Mallat

Vrontis

Thrassou

2020

IJOA

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Purpose This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation. Design/methodology/approach This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors. Findings The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals. Practical implications The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework. Originality/value This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

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Utilisation of emotional intelligence in the retail banking sector - a preliminary model for Lebanon

Cited by 2 publications

References 0 publications

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

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

Patient satisfaction in the context of public–private partnerships

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