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Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions

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Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions. / Miao, C.; Barone, M.J.; Qian, S. et al.
In: Marketing Letters, Vol. 30, No. 3-4, 01.12.2019, p. 335-347.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Miao, C, Barone, MJ, Qian, S & Humphrey, RH 2019, 'Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions', Marketing Letters, vol. 30, no. 3-4, pp. 335-347. https://doi.org/10.1007/s11002-019-09495-7

APA

Miao, C., Barone, M. J., Qian, S., & Humphrey, R. H. (2019). Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions. Marketing Letters, 30(3-4), 335-347. https://doi.org/10.1007/s11002-019-09495-7

Vancouver

Miao C, Barone MJ, Qian S, Humphrey RH. Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions. Marketing Letters. 2019 Dec 1;30(3-4):335-347. Epub 2019 Aug 15. doi: 10.1007/s11002-019-09495-7

Author

Miao, C. ; Barone, M.J. ; Qian, S. et al. / Emotional intelligence and service quality : a meta-analysis with initial evidence on cross-cultural factors and future research directions. In: Marketing Letters. 2019 ; Vol. 30, No. 3-4. pp. 335-347.

Bibtex

@article{7f229055fc5440e8a865589e709c17ca,
title = "Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions",
abstract = "In an increasingly competitive market economy, retailers are seeking ways to manage customer perceptions of their service quality. Selecting employees who are high on emotional intelligence (EI), and training employees in emotional competencies, may be ways to improve service quality. This meta-analysis tests the claims that EI improves service quality. The findings indicate that EI is significantly and positively related to service quality and that this relationship is stronger (1) for cultures that are short (versus long) term oriented and that are indulgent (versus restrained), and (2) for professional services and service shops than for mass services. The EI–service quality relationship does not differ between cultures that are masculine versus feminine and high versus low in uncertainty avoidance.",
author = "C. Miao and M.J. Barone and S. Qian and R.H. Humphrey",
year = "2019",
month = dec,
day = "1",
doi = "10.1007/s11002-019-09495-7",
language = "English",
volume = "30",
pages = "335--347",
journal = "Marketing Letters",
issn = "0923-0645",
publisher = "Springer New York",
number = "3-4",

}

RIS

TY - JOUR

T1 - Emotional intelligence and service quality

T2 - a meta-analysis with initial evidence on cross-cultural factors and future research directions

AU - Miao, C.

AU - Barone, M.J.

AU - Qian, S.

AU - Humphrey, R.H.

PY - 2019/12/1

Y1 - 2019/12/1

N2 - In an increasingly competitive market economy, retailers are seeking ways to manage customer perceptions of their service quality. Selecting employees who are high on emotional intelligence (EI), and training employees in emotional competencies, may be ways to improve service quality. This meta-analysis tests the claims that EI improves service quality. The findings indicate that EI is significantly and positively related to service quality and that this relationship is stronger (1) for cultures that are short (versus long) term oriented and that are indulgent (versus restrained), and (2) for professional services and service shops than for mass services. The EI–service quality relationship does not differ between cultures that are masculine versus feminine and high versus low in uncertainty avoidance.

AB - In an increasingly competitive market economy, retailers are seeking ways to manage customer perceptions of their service quality. Selecting employees who are high on emotional intelligence (EI), and training employees in emotional competencies, may be ways to improve service quality. This meta-analysis tests the claims that EI improves service quality. The findings indicate that EI is significantly and positively related to service quality and that this relationship is stronger (1) for cultures that are short (versus long) term oriented and that are indulgent (versus restrained), and (2) for professional services and service shops than for mass services. The EI–service quality relationship does not differ between cultures that are masculine versus feminine and high versus low in uncertainty avoidance.

U2 - 10.1007/s11002-019-09495-7

DO - 10.1007/s11002-019-09495-7

M3 - Journal article

VL - 30

SP - 335

EP - 347

JO - Marketing Letters

JF - Marketing Letters

SN - 0923-0645

IS - 3-4

ER -