Emotional intelligence, a tool for customer satisfaction

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dc.contributor.author Maamari, Bassem E.
dc.contributor.author Majdalani, Joelle F.
dc.date.accessioned 2016-06-15T05:57:55Z
dc.date.available 2016-06-15T05:57:55Z
dc.date.copyright 2016 en_US
dc.date.issued 2016-06-15
dc.identifier.issn 1746-966X en_US
dc.identifier.uri http://hdl.handle.net/10725/4037 en_US
dc.description.abstract Over the past two decades, a lot of interest has been given to the notion of emotional intelligence and its outcome in general, and more specifically, in the academic field. Many studies are linking it to customer satisfaction which is also becoming a prior concern of marketers. This paper highlights what is emotional intelligence, what are the different models of emotional intelligence, the link between emotional intelligence and education, and how having teachers with high emotional intelligence will lead to high emotional intelligence students and high customer satisfaction. This paper also discusses group work activities, and how it enhances the emotional intelligence of students and their satisfaction. The study is conducted using a well-known instrument, the Wong and Law Emotional Intelligence Scale (WLEIS) to measure emotional intelligence, and to identify changes in the emotional intelligence of students before group work and after group work. en_US
dc.language.iso en en_US
dc.title Emotional intelligence, a tool for customer satisfaction en_US
dc.type Article en_US
dc.description.version Published en_US
dc.author.school SOB en_US
dc.author.idnumber 198403800 en_US
dc.author.department Department of Management Studies (MNGT) en_US
dc.description.embargo N/A en_US
dc.relation.journal Journal for Global Business Advancement en_US
dc.journal.volume 9 en_US
dc.journal.issue 3 en_US
dc.article.pages 275-283 en_US
dc.keywords Emotional intelligence en_US
dc.keywords Customer satisfaction en_US
dc.keywords Group activity en_US
dc.identifier.doi http://dx.doi.org/10.1504/JGBA.2016.076728 en_US
dc.identifier.ctation Majdalani, J. F., & Maamari, B. E. (2016). Emotional intelligence, a tool for customer satisfaction. Journal for Global Business Advancement, 9(3), 275-283. en_US
dc.author.email bassem.maamari@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url http://www.inderscienceonline.com/doi/abs/10.1504/JGBA.2016.076728 en_US

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