IDEAS home Printed from https://ideas.repec.org/a/eee/aumajo/v16y2008i1p20-29.html
   My bibliography  Save this article

A Measurement of Emotional Intelligence in Service Encounters

Author

Listed:
  • Mok, Wai-Hoe
  • Tsarenko, Yelena
  • Gabbott, Mark

Abstract

The concept of Emotional Intelligence appears to be able to provide the premise to describe customer aptitude in managing emotions elicited in a service exchange, as well as provide the precedential link to understand customer affective responses. However, given that research in the commercial implications of emotional intelligence has focused predominantly in management literature, no widely accepted scale has yet been developed to assess implications of customer's emotional intelligence in a service context. This paper outlines the development of a new measure, the Customer Emotional Intelligence Scale (CEIS), an adaptation of the Workplace Emotional Intelligence Profile version 3 (WEIP-3) which was designed to profile the emotional intelligence of customers in the context of service encounters. Empirical investigation conducted in the context of service industry supported multidimensionality of the CEIS. Discussion in this paper focuses on the application of the scale in services marketing while outlining avenues for future research.

Suggested Citation

  • Mok, Wai-Hoe & Tsarenko, Yelena & Gabbott, Mark, 2008. "A Measurement of Emotional Intelligence in Service Encounters," Australasian marketing journal, Elsevier, vol. 16(1), pages 20-29.
    • Handle: RePEc:eee:aumajo:v:16:y:2008:i:1:p:20-29
    DOI: 10.1016/S1441-3582(08)70002-8
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1441358208700028
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/S1441-3582(08)70002-8?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.

    Citations

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


    Cited by:

    1. Connie R. Bateman & Sean R. Valentine, 2021. "Consumers’ Personality Characteristics, Judgment of Salesperson Ethical Treatment, and Nature of Purchase Involvement," Journal of Business Ethics, Springer, vol. 169(2), pages 309-331, March.

    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:eee:aumajo:v:16:y:2008:i:1:p:20-29. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/australasian-marketing-journal/ .

    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.