IDEAS home Printed from https://ideas.repec.org/a/kap/mktlet/v30y2019i3d10.1007_s11002-019-09495-7.html
   My bibliography  Save this article

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

Author

Listed:
  • Chao Miao

    (Salisbury University)

  • Michael J. Barone

    (University of Louisville)

  • Shanshan Qian

    (Towson University)

  • Ronald H. Humphrey

    (Lancaster University)

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.

Suggested Citation

  • Chao Miao & Michael J. Barone & Shanshan Qian & Ronald H. Humphrey, 2019. "Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions," Marketing Letters, Springer, vol. 30(3), pages 335-347, December.
    • Handle: RePEc:kap:mktlet:v:30:y:2019:i:3:d:10.1007_s11002-019-09495-7
    DOI: 10.1007/s11002-019-09495-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11002-019-09495-7
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11002-019-09495-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Carolyn Bonifield & Catherine Cole, 2007. "Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses," Marketing Letters, Springer, vol. 18(1), pages 85-99, June.
    2. Miao, Chao & Humphrey, Ronald H. & Qian, Shanshan, 2018. "A cross-cultural meta-analysis of how leader emotional intelligence influences subordinate task performance and organizational citizenship behavior," Journal of World Business, Elsevier, vol. 53(4), pages 463-474.
    3. Jun Ye & Beibei Dong & Ju-Yeon Lee, 2017. "The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context," Marketing Letters, Springer, vol. 28(4), pages 551-564, December.
    4. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
    5. Jan Wieseke & Johannes Ullrich & Oliver Christ & Rolf Dick, 2007. "Organizational identification as a determinant of customer orientation in service organizations," Marketing Letters, Springer, vol. 18(4), pages 265-278, December.
    6. Katja Gelbrich & Holger Roschk, 2011. "Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction," Marketing Letters, Springer, vol. 22(1), pages 31-47, March.
    7. Bock, Dora E. & Mangus, Stephanie M. & Folse, Judith Anne Garretson, 2016. "The road to customer loyalty paved with service customization," Journal of Business Research, Elsevier, vol. 69(10), pages 3923-3932.
    8. Martin Eisend, 2011. "How humor in advertising works: A meta-analytic test of alternative models," Marketing Letters, Springer, vol. 22(2), pages 115-132, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Leonidas C. Leonidou & Bilge Aykol & Jorma Larimo & Lida Kyrgidou & Paul Christodoulides, 2021. "Enhancing International Buyer-Seller Relationship Quality and Long-Term Orientation Using Emotional Intelligence: The Moderating Role of Foreign Culture," Management International Review, Springer, vol. 61(3), pages 365-402, June.
    2. Dogerlioglu-Demir, Kivilcim & Ng, Andy H. & Koçaş, Cenk, 2023. "Gracefully yours: Would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Siret, Iris & Sabadie, William, 2022. "Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social media," Journal of Business Research, Elsevier, vol. 150(C), pages 476-490.
    2. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
    3. Kobel, Sarah & Groeppel-Klein, Andrea, 2021. "No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations," Journal of Business Research, Elsevier, vol. 132(C), pages 260-269.
    4. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
    5. Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
    6. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    7. Danatzis, Ilias & Möller, Jana & Mathies, Christine, 2020. "We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(2-3), pages 84-99.
    8. Alok Kumar Singh & Jyoti Verma & Rajeev Verma, 2020. "Understanding Role of Market-orientated IT Competence and Knowledge Sharing Mechanism in Gaining Competitive Advantage," Global Business Review, International Management Institute, vol. 21(2), pages 418-435, April.
    9. da Borralha, Sérgio & Neves de Jesus, Saul & Pinto, Patrícia & Viseu, João, 2016. "Job Satisfaction In Hotel Employees: A Systematic Review Of The Literature," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 4(1), pages 4-20.
    10. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
    11. Leonidas C. Leonidou & Bilge Aykol & Jorma Larimo & Lida Kyrgidou & Paul Christodoulides, 2021. "Enhancing International Buyer-Seller Relationship Quality and Long-Term Orientation Using Emotional Intelligence: The Moderating Role of Foreign Culture," Management International Review, Springer, vol. 61(3), pages 365-402, June.
    12. Wenyan Zhou & Oliver Hinz & Alexander Benlian, 2018. "The impact of the package opening process on product returns," Business Research, Springer;German Academic Association for Business Research, vol. 11(2), pages 279-308, September.
    13. Christo Swart & Lidia Pottas & David Maree & Marien Alet Graham, 2022. "Roll Up Your Sleeves: Servant Leadership as a Paradigm for the Challenging South African School Context?," SAGE Open, , vol. 12(2), pages 21582440221, May.
    14. Silvestro, Rhian, 2014. "Performance topology mapping: understanding the drivers of performance," International Journal of Production Economics, Elsevier, vol. 156(C), pages 269-282.
    15. Yan Li, 2011. "Emotions and new venture judgment in China," Asia Pacific Journal of Management, Springer, vol. 28(2), pages 277-298, June.
    16. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
    17. Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    18. Dwayne D. Gremler & Yves Vaerenbergh & Elisabeth C. Brüggen & Kevin P. Gwinner, 2020. "Understanding and managing customer relational benefits in services: a meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 565-583, May.
    19. Amélie Guèvremont & Bianca Grohmann, 2018. "Does brand authenticity alleviate the effect of brand scandals?," Journal of Brand Management, Palgrave Macmillan, vol. 25(4), pages 322-336, July.
    20. Eeva-Liisa Oikarinen, 2023. "The Boundaries of a Small Company’s Human Voice: Insights into Dark Humour in Internet Recruitment Advertising," Corporate Reputation Review, Palgrave Macmillan, vol. 26(3), pages 223-241, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:mktlet:v:30:y:2019:i:3:d:10.1007_s11002-019-09495-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.