Utilisation of emotional intelligence in the retail banking sector - a preliminary model for Lebanon

Grace Al Khoury, Alkis Thrassou and Hans Ruediger Kaufmann

Global Business and Economics Review, 2018, vol. 20, issue 5/6, 582-601

Abstract: Emotional intelligence (EI) has been the subject of much controversy over the years consequent to its significance and widespread utilisation in business, as well as due to the ways it has been defined and labelled since the 19th century. Given the fact that emotional intelligence can have a major impact on the retail banking sector, a culturally-driven perspective is deemed significant, especially in the context of Lebanon - a market that appears to fit no existing model of emotional intelligence. Thus, the aim of this research is to create a preliminary model of emotional intelligence that fits the Lebanese retail banking sector (LRBS), through a combination of existing models, interviews, theoretical research and secondary data. The research findings have identified and inter-related Lebanese-specific cultural variables to be further empirically researched towards an evaluation of their significance regarding individuals' EI. The research further developed a preliminary model of EI for the LRBS, comprising general variables, Lebanese-specific variables, and EI skills. The value of the research stems from its contribution to knowledge on the role and significance of EI in the LRBS, as well as from its setting of the foundation for future research that will refine, test and finalise this model.

Keywords: emotional intelligence; culture; retail banking; Lebanon. (search for similar items in EconPapers)
Date: 2018
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