Managing service encounters with emotional intelligence

被引：34

作者：

Prentice, Catherine ^{[1
]}

机构：

[1] Griffith Univ, Griffith Business Sch, Mkt, Nathan, Qld, Australia

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2019年 / 51卷

关键词：

Emotional intelligence; Service encounter; Job satisfaction; Customer response; Casinos; COMMON METHOD VARIANCE; JOB-SATISFACTION; CUSTOMER SATISFACTION; TURNOVER INTENTIONS; PERFORMANCE; EMPLOYEE; LOYALTY; QUALITY; COMMITMENT; COMPETENCE;

D O I：

10.1016/j.jretconser.2019.07.001

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Drawing upon the conceptualisation of emotional intelligence and the theory of emotional contagion, this research examines the influence of employee emotional intelligence on job satisfaction, turnover intention, and customer response with a focus on the service encounter between casino dealers and gaming customers. The study was undertaken in 22 Macao casinos. Data were collected from both casino dealers and table games supervisors. The results show that emotional intelligence has a significant effect on dealer job satisfaction and turnover intention, and that job satisfaction fully mediates the link between emotional intelligence and dealer turnover intention. Dealer emotional intelligence is also significantly related to customer response. Dealer job satisfaction and turnover have significant impacts on customer response. Discussion and implications are highlighted for researchers and practitioners.

引用

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页码：344 / 351

页数：8

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