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

  • Chao MiaoEmail author
  • Michael J. Barone
  • Shanshan Qian
  • Ronald H. Humphrey
Article
  • 5 Downloads

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.

Keywords

Emotional intelligence Service quality Cross-culture Meta-analysis 

Notes

Supplementary material

11002_2019_9495_MOESM1_ESM.docx (54 kb)
ESM 1 (DOCX 54 kb)

References

The references marked with an asterisk refer to the studies included in the meta-analysis

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Copyright information

© Springer Science+Business Media, LLC, part of Springer Nature 2019

Authors and Affiliations

  • Chao Miao
    • 1
    Email author
  • Michael J. Barone
    • 2
  • Shanshan Qian
    • 3
  • Ronald H. Humphrey
    • 4
  1. 1.Department of Management and Marketing, Franklin P. Perdue School of BusinessSalisbury UniversitySalisburyUSA
  2. 2.Department of Marketing, College of BusinessUniversity of LouisvilleLouisvilleUSA
  3. 3.Department of Management, College of Business and EconomicsTowson UniversityTowsonUSA
  4. 4.Department of Entrepreneurship and Strategy, Lancaster University Management SchoolLancaster UniversityLancasterUK

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