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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
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    References listed on IDEAS

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    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).

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