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

Chao Miao (), Michael J. Barone (), Shanshan Qian () and Ronald H. Humphrey ()
Additional contact information
Chao Miao: Salisbury University
Michael J. Barone: University of Louisville
Shanshan Qian: Towson University
Ronald H. Humphrey: Lancaster University

Marketing Letters, 2019, vol. 30, issue 3, No 9, 335-347

Abstract: 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 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://link.springer.com/10.1007/s11002-019-09495-7 Abstract (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:kap:mktlet:v:30:y:2019:i:3:d:10.1007_s11002-019-09495-7

Ordering information: This journal article can be ordered from
http://www.springer. ... etailsPage=societies

DOI: 10.1007/s11002-019-09495-7

Access Statistics for this article

Marketing Letters is currently edited by Joel Steckel and Peter Golder

More articles in Marketing Letters from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().