The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b

Israel Boxer and Gábor Rekettye

International Journal of Services and Operations Management, 2011, vol. 8, issue 2, 222-256

Abstract: In a pioneering attempt to integrate the relative impact of rational ('innovation in service') with emotional ('emotional intelligence') dimensions to evaluate the customer's commitment and loyalty to the firm, this research, using two statistical methods, was conducted among the customers and employees of the Logistic Solutions Company in order to examine the relations between the customers' perception of both emotional intelligence and innovation in the company's services. The findings indicate that the relation between emotional intelligence and innovation increased the perceived value of service in the customers' eyes, leading to higher affective commitment and increased loyalty to the company.

Keywords: emotional intelligence; service innovation; service value; customer commitment; customer loyalty; services; Israel; customer perception; B2B; business-to-business. (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://www.inderscience.com/link.php?id=38573 (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:ids:ijsoma:v:8:y:2011:i:2:p:222-256

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().