The evaluation of emotional intelligence competencies from the customers perspective

Abstract

The main purpose of this research study was to determine, which emotional intelligence competencies are important from the customers perspective. Sales representatives need to build strong relationships in order to maintain long-term business relationships. Customer satisfaction relates to a customers emotional experience during the service encounter and that service providers with high emotional intelligence should be better able to create a positive emotional experience for customers. The customers opinions were requested as to which emotional intelligence dimensions are important to them and whether the different customers within various buying units have different opinions on the subject of emotional intellligence competencies. The dimension of the Bar-on Emotional Quotient Inventory was used as the basis for the questionnaire design. Respondents were asked to rate the various emotional intelligence dimensions. Copyright