Managing service encounters with emotional intelligence
Abstract
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...
Paper Details
Title
Managing service encounters with emotional intelligence
Published Date
Nov 1, 2019
Volume
51
Pages
344 - 351
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