Emotional Value: Creating Strong Bonds with Your Customers

By Janelle Barlow, D. Maul, Michael Edwardson. 2000

101 citations recorded by the source corpus.

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

The role of emotional satisfaction in service encounters (2004, background): “Indeed, feelings take on monetary worth as customers’ emotional displays often influence their future behavioral intentions such as intent and word-of-mouth (Fox, 2001).”
Emotional Intelligence, its Measurement and Implications for the Workplace (2008, background): “Recent interest in the concept of EI has emphasized the potential link between EI and customer satisfaction, both as a criterion for selection (Barlow and Maul 2000) and a development tool as a means of improving service quality and reducing the stress associated with emotional labour (Spector et…”
The impact of service provider emotional intelligence on customer satisfaction (2005, result): “This finding is in accordance with the theoretical prediction made by Barlow and Maul (2000) that the ability of a service provider to accurately and effectively perceive, express, understand and regulate emotions in him or herself and others is a determinant of customer satisfaction.”