The impact of service provider emotional intelligence on customer satisfaction

By S. Kernbach, Nicola S. Schutte. 2005

175 citations recorded by the source corpus.

Subfields: Clinical Psychology, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/9951e143573800f25be0f245a80e9e3841bfa11f

How researchers see this paper

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

In Clinical Psychology

1. Marcel J. H. van Birgelen
2. C. Delcourt
3. Darlene D. Bay
4. Allard C. R. van Riel
5. Dwayne D. Gremler
6. Kim McKeage

In Organizational Behavior and Human Resource Management

1. Marcel J. H. van Birgelen
2. Allard C. R. van Riel
3. C. Delcourt
4. Darlene D. Bay
5. Dwayne D. Gremler
6. Kim McKeage
7. Jay Kandampully
8. Jichul Jang

In Social Psychology

1. Marcel J. H. van Birgelen
2. C. Delcourt
3. Darlene D. Bay
4. Allard C. R. van Riel
5. Dwayne D. Gremler
6. Kim McKeage

Citations in the corpus

• Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “, 2008), only a few studies have examined EEC in customer – employee interactions in service encounters (Giardini and Frese, 2008; Härtel et al., 1999; Kernbach and Schutte, 2005; Weng, 2008).”
• Emotional Intelligence in Undergraduate Accounting Students: Preliminary Assessment (2006, background): “In the service industry, emotional intelligence plays a role in the development of customer satisfaction, a critical outcome (Kernbach and Schutte, 2005).”