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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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| Authors: | Miao Chao Barone Michael J Qian Shanshan Humphrey Ronald H |
| Institution: | 1.Department of Management and Marketing, Franklin P. Perdue School of Business, Salisbury University, Salisbury, MD, 21801, USA ;2.Department of Marketing, College of Business, University of Louisville, Louisville, KY, 40292, USA ;3.Department of Management, College of Business and Economics, Towson University, Towson, MD, 21252, USA ;4.Department of Entrepreneurship and Strategy, Lancaster University Management School, Lancaster University, Lancaster, LA1 4YX, UK ; |
| Abstract: | Marketing Letters - 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... |
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