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{\f9 Arial Unicode MS;} {\f10 Arial;} {\f11 Arial Unicode MS;} {\f12 Arial;} {\f13 Arial;} {\f14 Times New Roman Italic;} {\f15 Arial Unicode MS;} {\f1000000 Times New Roman;} }{\colortbl; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; \red0\green0\blue0; }\viewkind1\viewscale100\margl0\margr0\margt0\margb0\deftab80\dntblnsbdb\expshrt n\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart Pg1}{\bkmkend Pg1}\par\pard \ql \li1624\sb0\sl-500\slmult0 \par\pard\ql\li1624\sb0\sl-500\slmult0 \par\pard\ ql\li1624\ri1251\sb187\sl-500\slmult0\tx2114 \up0 \expndtw0\charscalex105 \ul0\n osupersub\cf1\f2\fs46 The impact of service provider emotional \line \tab \up0 \ expndtw0\charscalex106 intelligence on customer satisfaction \par\pard\ql \li434 6\sb65\sl-253\slmult0 \up0 \expndtw-6\charscalex100 \ul0\nosupersub\cf2\f3\fs22 Sally Kernbach and Nicola S. Schutte \par\pard\ql \li4270\sb26\sl-230\slmult0 \u p0 \expndtw-9\charscalex93 \ul0\nosupersub\cf3\f4\fs20 University of New England , Armidale, Australia \par\pard\ql \li1020\sb0\sl-207\slmult0 \par\pard\ql\li102 0\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex104 \ul0\nosupersub\cf4\f5\fs18 Ab stract \par\pard\qj \li1020\ri709\sb3\sl-220\slmult0 \up0 \expndtw-7\charscalex9 2 Purpose - This study seeks to examine whether higher emotional intelligence di splayed by service providers leads to greater customer satisfaction. \up0 \expnd tw-7\charscalex93 Design/methodology/approach - A community sample of 150 partic ipants viewed video clips depicting a service provider displaying three differen t \up0 \expndtw-7\charscalex93 levels of emotional intelligence in high or low s ervice difficulty transactions. \par\pard\qj \li1020\ri709\sb0\sl-220\slmult0 \u p0 \expndtw-7\charscalex93 Findings - Higher emotional intelligence displayed by the service provider led to greater reported satisfaction with the service tran saction. Further, \up0 \expndtw-7\charscalex94 there was an interaction between emotional intelligence of the service provider and transaction difficulty. In th e low transaction difficulty condition \up0 \expndtw-7\charscalex96 there was pr ogressively more satisfaction at each higher level of emotional intelligence of the service provider. In the high transaction difficulty \up0 \expndtw-7\charsca lex92 condition, there was low satisfaction in the low service provider emotiona l intelligence condition, but no significant difference in satisfaction between \up0 \expndtw-8\charscalex92 the high and medium levels of service provider emot ional intelligence. \par\pard\ql \li1020\ri708\sb0\sl-220\slmult0 \up0 \expndtw-

7\charscalex94 Research limitations/implications - A limitation of the research is that the study\u8217?s experimental design sacrificed some external generaliz ability in \up0 \expndtw-7\charscalex95 order to maintain internal validity and obtain more definite information regarding the causal effects of service provide r emotional intelligence on \up0 \expndtw-7\charscalex92 customer satisfaction. Future research might examine the replicability of the present results in a fiel d study of actual service encounters. \line \up0 \expndtw-7\charscalex96 Origina lity/value - The findings of the present study lend support to theoretically-ba sed claims of the importance of service provider emotional \up0 \expndtw-8\chars calex96 intelligence in determining customer satisfaction. \par\pard\qj \li1020\ ri3328\sb28\sl-380\slmult0 \up0 \expndtw-7\charscalex93 Keywords Individual psyc hology, Servicing, Service delivery, Buyer-seller relationships, Customer satisf action \up0 \expndtw-8\charscalex93 Paper type Research paper\par\pard\sect\sect d\sbknone\cols2\colno1\colw6289\colsr60\colno2\colw5691\colsr160\ql \li1020\sb0\ sl-207\slmult0 \par\pard\ql \li1020\sb0\sl-207\slmult0 \par\pard\ql \li1020\sb11 \sl-207\slmult0 \up0 \expndtw0\charscalex119 \ul0\nosupersub\cf5\f6\fs18 An exe cutive summary for managers and executive\par\pard\ql \li1020\sb9\sl-207\sl mult0 \up0 \expndtw0\charscalex122 readers can be found at the end of this artic le.\par\pard\qj \li1020\sb0\sl-215\slmult0 \par\pard\qj \li1020\ri299\sb2\sl-215 \slmult0 \up0 \expndtw0\charscalex104 Emotional intelligence is the ability to u se emotions adaptively \line \up0 \expndtw0\charscalex106 (Salovey and Mayer, 19 90; Mayer and Salovey, 1997; Mayer \line \up0 \expndtw0\charscalex104 \ul0\nosup ersub\cf4\f5\fs18 et al.\ul0\nosupersub\cf5\f6\fs18 , 2000; Salovey\ul0\nosupers ub\cf4\f5\fs18 et al.\ul0\nosupersub\cf5\f6\fs18 , 2002). Theoretical perspecti ves on\par\pard\qj \li1020\ri301\sb2\sl-215\slmult0 \up0 \expndtw0\charscalex104 what abilities comprise emotional intelligence differ somewhat \line \up0 \expn dtw0\charscalex105 (e.g. Mayer\ul0\nosupersub\cf4\f5\fs18 et al.\ul0\nosupersub \cf5\f6\fs18 , 2000), but the most widely accepted model \line \up0 \expndtw0\ch arscalex111 with empirical support is a four-branch model proposed by\par\pard\q l \li1020\sb6\sl-207\slmult0 \up0 \expndtw-1\charscalex100 Salovey\ul0\nosupersu b\cf4\f5\fs18 et al. \up0 \expndtw0\charscalex110 \ul0\nosupersub\cf5\f6\fs18 (2002). This model posits that emotional\par\pard\qj \li1020\ri301\sb2\sl215\slmult0 \up0 \expndtw0\charscalex104 intelligence consists of the abilities to: perceive one\u8217?s own and \line \up0 \expndtw0\charscalex113 others\u8217 ? emotions and to accurately express one\u8217?s own \line \up0 \expndtw0 \charscalex107 emotions; facilitate thought and problem solving through\pa r\pard\qj \li1020\ri301\sb2\sl-215\slmult0 \up0 \expndtw0\charscalex111 use of emotion; understand the causes of emotion and \up0 \expndtw0\charscalex10 7 relationships between emotional experiences; and manage \up0 \expndtw0\ch arscalex107 one\u8217?s own and others\u8217? emotions.\par\pard\qj \li1020\ri30 1\sb0\sl-214\slmult0\fi170 \up0 \expndtw0\charscalex105 The success of practica l workplace applications involving \line \up0 \expndtw0\charscalex111 emotiona l intelligence and the results of empirical research \line \up0 \expndtw0\charsc alex107 investigating the relationship between emotional intelligence\par\pard\q j \li1020\ri301\sb0\sl-215\slmult0 \up0 \expndtw0\charscalex111 and crucial wo rk-related factors suggest that emotional \up0 \expndtw0\charscalex119 intel ligence of employees is an important aspect of \up0 \expndtw0\charscalex1 04 organizations \up0 \expndtw0\charscalex100 (Ashkanasy\ul0\nosupersub\cf4\f5\f s18 et al.\ul0\nosupersub\cf5\f6\fs18 , \up0 \expndtw0\charscalex106 2002; C aruso and Wolfe,\par\pard\ql \li1020\sb5\sl-207\slmult0 \up0 \expndtw0\charsca lex107 2001; Goleman, 1995, 1998; Cherniss, 2000; Muchinsky,\par\pard\qj \ li1020\sb0\sl-199\slmult0 \par\pard\qj \li1020\ri785\sb79\sl-199\slmult0 \up0 \e xpndtw0\charscalex107 \ul0\nosupersub\cf6\f7\fs16 The Emerald Research Register for this journal is available at \up0 \expndtw0\charscalex118 www.emeraldinsight .com/researchregister\par\pard\qj \li1020\ri383\sb58\sl-198\slmult0 \up0 \expndt w0\charscalex109 The current issue and full text archive of this journal is avai lable at \up0 \expndtw0\charscalex113 www.emeraldinsight.com/0887-6045.htm\par\p ard\ql \li1847\sb0\sl-138\slmult0 \par\pard\ql \li1847\sb0\sl-138\slmult0 \par\p ard\ql \li1847\sb0\sl-138\slmult0 \par\pard\ql \li1847\sb108\sl-138\slmult0 \up0 \expndtw0\charscalex106 \ul0\nosupersub\cf7\f8\fs12 Journal of Services Marketi

1108/08876040510625945]\par\pard\ql \li5953\sb0\sl-2 07\slmult0 \par\pard\ql \li5953\sb163\sl-207\slmult0 \up0 \expndtw-7\charscalex1 00 \ul0\nosupersub\cf4\f5\fs18 438\par\pard\column \ql \li6349\sb0\sl-207\slmult 0 \par\pard\ql \li6349\sb0\sl-207\slmult0 \par\pard\ql \li20\sb11\sl-207\slmult0 \up0 \expndtw0\charscalex109 \ul0\nosupersub\cf5\f6\fs18 2000. the behavior \line \up0 \expndtw0\charscalex110 and pe rformance of service providers. Winsted. includi ng the physical \line \up0 \expndtw0\charscalex106 surroundings.\ul0\nosupersub\cf5\f6\fs18 . effective\par\pard\ql \li20\ri812\sb1\sl-211\slmult0\tx200 \up0 \ex pndtw0\charscalex104 leadership (Bass. \line\tab \up0 \expndtw0\charscalex117 C ustomer satisfaction is an additional important \line \up0 \expndtw0\c harscalex104 organizational variable. Higgs and Aitken.\ul0\nosupersub\cf5\f6\fs18 . concern. Two \line \up0 \expndtw0\charscalex107 correlational studies \up0 \expn dtw0\charscalex104 (Price\ul0\nosupersub\cf4\f5\fs18 et al. Barlow and Maul \up0 \e xpndtw0\charscalex109 (2000)\par\pard\qj \li20\ri811\sb1\sl-211\slmult0 \up0 \ex pndtw0\charscalex105 theorized that high emotional intelligence in service provi ders \line \up0 \expndtw0\charscalex113 contributes to customer satisfaction. Carmeli. \line \up0 \expndtw0 \charscalex106 2003). Thus far. \up0 \expnd tw0\charscalex108 attentivess. 2002. Lounsbury\ul0\nosupe rsub\cf4\f5\fs18 et al. Thus. the aim of the present stud y was to \up0 \expndtw0\charscalex107 experimentally examine the influence of service provider \up0 \expndtw0\charscalex107 emotional intelligence on cu stomer satisfaction. the emphasis in\par\pard\qj \li20\ri812\sb2\sl-211\slmult0 \up0 \expndtw0\charscalex110 organizational app lications of emotional intelligence has \up0 \expndtw0\charscalex108 been in areas such as employees\u8217? job satisfaction (Abraham. 2002. Caruso\ul0\nosupersub\cf4\f5\fs18 et al. can influence \line \up0 \expndtw0\cha rscalex105 customers\u8217? level of satisfaction. \up0 \expndtw0\charscalex108 1994. Walker (1995) pointed out that all \line \up0 \expndtw0\charscalex110 elements of a service encounter. and productivity (Boyatzis\ul0\nosupersub\cf4\f5\fs18 et al. \up 0 \expndtw0\charscalex112 1998). Weisinger. and importantly. An experimental study (Lemmink and Mat tsson. {\shp {\*\shpinst\shpleft1020\shptop12613\shpright5839\shpbottom12633\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz270\shplid0 . \up0 \expndtw0\charscalex109 2002) found that more employee warmth led to greater \up0 \expndtw0\charscalex107 customer satisfaction. waiting tim e. They posited that \line \up0 \expndtw0\charscalex112 customer satisfaction relates to a customer\u8217?s emotional \line \up0 \expndtw0\charscalex107 experience during the service encounter. and that service \line \up0 \exp ndtw0\charscalex111 providers with high emotional intelligence should be better \line \up0 \expndtw0\charscalex108 able to create a positive emotional experienc e for customers.\ul0\nosupersub\cf5\f6\fs18 .\par\pard\qj \li20\ri812\sb0\sl-211\slmult0\fi170 \up0 \expndtw0\charscalex111 The causal relationship between service providers\u8217? \up0 \expndtw0\charscalex1 10 emotional intelligence and the satisfaction of the customers \up0 \expndtw0\c harscalex105 with whom they deal has not previously been empirically \up 0 \expndtw0\charscalex109 investigated. \up0 \expndtw0\charscale x106 2003). \up0 \expndtw0\charsc alex109 2000. 2000). \up0 \expndtw0\charscalex107 2003. \up0 \expndtw0\charscal ex108 2000)\par\pard\qj \li20\ri813\sb0\sl-212\slmult0 \up0 \expndtw0\charscalex 106 found that service provider qualities such as civility. and congeniality were associated with customer \ up0 \expndtw0\charscalex107 satisfaction. \line \up0 \expndtw0\charscalex108 Evidence from studies inv estigating the effect of social-\line \up0 \expndtw0\charscalex113 emotional qualities of service providers that might be \line \up0 \expndtw0\charsc alex108 associated with higher emotional intelligence provides some \line \up0 \ expndtw0\charscalex106 indirect support for Barlow and Maul\u8217?s propos ition.444\par\pard\ql \li1847\sb12\sl-138\slmult0 \up0 \expndtw0\charscalex1 10 \ul0\nosupersub\cf8\f9\fs12 q\ul0\nosupersub\cf7\f8\fs12 Emerald Group Publi shing Limited [ISSN 0887-6045]\par\pard\ql \li1847\sb12\sl-138\slmult0 \up0 \exp ndtw0\charscalex108 [DOI 10.ng\par\pard\ql \li1847\sb11\sl-138\slmult0 \up0 \expndtw0\charscalex107 19/7 (20 05) 438 .\ul0\nosupersub\cf 5\f6\fs18 .

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1.(50.45824. The leve l of emotional intelligence shown by a service\par\pard\ql \li1557\sb3\sl-207\sl mult0 \up0 \expndtw0\charscalex113 provider may have the most effect on c ustomer\par\pard\ql \li1557\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex106 sati sfaction in difficult transactions.1.1.110).90).1.(50.18. \up0 \expndtw0\charscalex10 6 \ul0\nosupersub\cf5\f6\fs18 (2002) proposed that emotional intelligence\pa r\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \up0 \expndtw0\charscalex104 consists of the abilities to perceive one\u8217?s own and others\u8217? \line \ up0 \expndtw0\charscalex108 emotions and to accurately express one\u8217?s own emotions.1.11.45824.20).(65.16384.1.90)}} {\sp{\sn pSegmentInfo}{\sv 2.45824.110).(55. A service provider who\par\pard\qj \li1020\ri302\sb1\ sl-210\slmult0 \up0 \expndtw0\charscalex106 manifests these abilities is likely to create a service encounter \up0 \expndtw0\charscalex108 that leads to high cu stomer satisfaction.32768}} {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 167772 15}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g2}{\bkmkend Pg2}\par\pard\sect\sectd\sbknone\cols2\colno1\colw6289\colsr60\coln o2\colw5691\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall y Kernbach and Nicola S.}} {\shp {\*\shpinst\shpleft1515\shptop14400\shpright1545\shpbottom14510\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz565\shplid17 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 30}}{\sp{\sn geoBottom}{\sv 110}} {\sp{\sn pVerticies}{\sv 8.24.45824.1.(20.(25.110).45824.\par\pard\ql \li1020\sb91\sl-207\slmult0 \up0 \expndtw-3\charsc alex100 Salovey\ul0\nosupersub\cf4\f5\fs18 et al.1.45 824.(50.(50.\par\pard\qj \li1020\ri301\sb90\sl-209\slmult .110).1.105).(20.0).(70.85).30).45824.(50.45824.100).100).70).1.(35 .45824.(70.45824.40).(50.1.1.1.1.0).45 824.(20.(20.110).45824.24577.45824.0).(30.1.(20.25). The primary hypothesis of the prese nt study was that\par\pard\ql \li1557\sb3\sl-207\slmult0 \up0 \expndtw0\charscal ex110 higher emotional intelligence shown by a service\par\pard\ql \li1557 \sb4\sl-207\slmult0 \up0 \expndtw0\charscalex107 provider leads to greater custo mer satisfaction.45824.1. \line \up0 \expndtw0\charscalex114 facilitate thought and pro blem solving through use of\par\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \up 0 \expndtw0\charscalex120 emotion.(20.1. Schutte\par\pard\ql \li1020\sb0\sl-207\slmult0 \par\par d\ql \li1020\sb32\sl-207\slmult0 \up0 \expndtw0\charscalex110 \ul0\nosupersub\cf 4\f5\fs18 H1\ul0\nosupersub\cf5\f6\fs18 .85 ).(30.(0.1.100).45824.45824.25).1.16384.45824.0).110)}} {\sp{\sn pSegmentInfo}{\sv 2.24577.1.1.1.45824.(65.110).(0.45824.45824.45824.38.(50.(5.45824. and manage \line \up0 \expndtw0\charscalex106 one\u8217?s own and ot hers\u8217? emotions.1.1.45824.90).\par\pard\ql \li1020\sb3\sl-207\slmult0 \up0 \expndtw0\chars calex107 \ul0\nosupersub\cf4\f5\fs18 H2\ul0\nosupersub\cf5\f6\fs18 . understand the causes of emotion and \line \up0 \expndtw0\charscalex107 relationships between emotional experi ences.1.45824.45) .45824.1.(35.45824.1.45824.(35.50).(5.45824.45 824.(20.70).32768}} {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 167772 15}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft1555\shptop14400\shpright1625\shpbottom14510\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz585\shplid18 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 70}}{\sp{\sn geoBottom}{\sv 110}} {\sp{\sn pVerticies}{\sv 8.

and Schutte\ul0\nosupersub\cf4\f5\fs18 et al. participated in t he study.\par\pard\ql \li1020\sb3\sl-207\slmult0 \up0 \expndtw0 \charscalex108 \ul0\nosupersub\cf4\f5\fs18 H3\ul0\nosupersub\cf5\f6\fs18 . Hi gh emotional intelligence of a service provider may\par\pard\ql \li1557\sb3\sl-2 07\slmult0 \up0 \expndtw0\charscalex102 have the most effect on customers who are likewise\par\pard\ql \li1557\sb3\sl-207\slmult0 \up0 \expndtw0\charsca lex106 high in emotional intelligence. Service-provider \line \up0 . These\par\pard\qj \li1020\ri301\sb1\sl-209 \slmult0 \up0 \expndtw0\charscalex116 considerations led to the prediction of an interaction \up0 \expndtw0\charscalex104 between manifested service p rovider emotional intelligence \up0 \expndtw0\charscalex108 and emotional inte lligence of the customer. One \line \up0 \expndtw0\charscalex104 important dimensio n of service encounters is how difficult\par\pard\qj \li1020\ri301\sb1\sl210\slmult0 \up0 \expndtw0\charscalex107 versus routine they are. a technical training institute. \up0 \expnd tw0\charscalex107 86\tab \up0 \expndtw0\charscalex111 of the\par\pard\qj \li102 0\ri301\sb1\sl-209\slmult0 \up0 \expndtw0\charscalex107 participants were male a nd 63 were female. it may \line \up0 \ex pndtw0\charscalex109 be that in difficult transactions the emotional intelligenc e of\par\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \up0 \expndtw0\charscalex111 s ervice providers is more important than in simple \up0 \expndtw0\c harscalex106 transactions. and there \line \up0 \expndtw0\charscalex115 are many categories and dime nsions of context. with one data set \up0 \expndtw0\charscalex107 missing gender and age information.\ul0\nosupersub\cf5\f6\fs18 (200 1) posited that \line \up0 \expndtw0\charscalex111 individuals may prefer others whom they perceive as being\par\pard\qj \li1020\ri300\sb2\sl-209\slmult0 \up0 \ expndtw0\charscalex106 similar in emotional intelligence to themselves. \line \up0 \expndtw0\charscalex115 Australia. Further. Participants\u8217? ages ranged from 18 to 80 years\par\par d\ql \li1020\sb3\sl-207\slmult0\tx5311 \up0 \expndtw0\charscalex109 with an av erage age of \up0 \expndtw0\charscalex108 39. Participants were \line \up0 \expndtw0\charscalex108 recruited from settings such as rotary club meetings.\par\pard\ql \li1020\sb92\sl-207\slmult0 \ up0 \expndtw0\charscalex107 Hill and Stull \up0 \expndtw0\charscalex105 (1981) suggested that individuals generally\par\pard\qj \li1020\ri301\sb2\sl-209\s lmult0 \up0 \expndtw0\charscalex104 prefer relationship partners who show s ocial characteristics \line \up0 \expndtw0\charscalex111 similar to their own. Because most s ervice encounters fall \line \up0 \expndtw0\charscalex108 somewhere on the dimen sion of difficulty and difficulty of a \line \up0 \expndtw0\charscalex107 transa ction is thus a component of all service encounters. and \line \up0 \expndtw0\charscalex103 through snowball networking efforts in different regions of \line \up0 \expndtw0\charscale x107 Queensland. those \line \up0 \expndtw0\charscalex112 higher in emotional intelligence m ay be better able to \line \up0 \expndtw0\charscalex115 recognize and va lue this quality in others.0 \up0 \expndtw0\charscalex110 All service encounters occur in a specific contex t.\par\pard\ql \li1020\sb0\sl-241\slmult0 \par\pard\ql \l i1020\sb15\sl-241\slmult0 \up0 \expndtw0\charscalex105 \ul0\nosupersub\cf9\f10\f s21 Method\par\pard\ql \li1020\sb120\sl-207\slmult0 \up0 \expndtw0\charscalex124 \ul0\nosupersub\cf5\f6\fs18 Participants\par\pard\qj \li1020\ri301\sb2\sl-209\s lmult0 \up0 \expndtw0\charscalex108 A community sample of 150 individuals fro m Queensland. Because\par\pard\qj \li1020\ri299\sb1\sl-209\slmult0 \up0 \expndtw0\charscalex107 the emotional r eactions of both the service provider and \line \up0 \expndtw0\charscalex1 06 customer may be more intense in difficult transactions.48 \up0 \expndtw0\charscalex105 ( SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 14.\par\pard\ql \li1020\sb197\sl-207\slmult0 \up0 \expndtw0\ch arscalex121 Design and materials\par\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \u p0 \expndtw-5\charscalex100 \ul0\nosupersub\cf4\f5\fs18 Design of the experiment al portion of the study\ul0\nosupersub\cf5\f6\fs18 . the\par\pard\qj \li1020\ri3 01\sb1\sl-209\slmult0 \up0 \expndtw0\charscalex110 present study set out to exam ine whether there would be an \line \up0 \expndtw0\charscalex112 interaction be tween emotional intelligence of a service \line \up0 \expndtw0\charscalex10 5 provider and difficulty of the service transaction. various\par\pard\qj \li1020\ri301\sb1\sl -209\slmult0 \up0 \expndtw0\charscalex108 business organizations.32).

\line \up0 \expndtw0\charscalex104 The levels were operationalized using manifest ation of the \line \up0 \expndtw0\charscalex103 emotional intelligence abili ties described by Salovey\ul0\nosupersub\cf4\f5\fs18 et al. In the high emotion al intelligence conditions. Thus. Lemmink and Mattsso n. \line \up0 \expndtw0\charscalex110 2002). Audio-visual presenta tions simulating service \line \up0 \expndtw0\charscalex115 encounters were chosen as the vehicle for conveying \line \up0 \expndtw0\charscalex110 emot ional intelligence of a service provider and transaction \line \up0 \expndtw0\ch arscalex110 difficulty. and to manage \line \up0 \expndtw0\charscalex 110 and regulate his own emotions and the customer\u8217?s expected \line \up0 \ . medium. A \line \up0 \expndt w0\charscalex105 between-subjects design. \line \up0 \expndtw0\charscalex113 Emotional intelligence of the service provider was \line \up0 \expndtw0\chars calex104 manipulated to show three levels: high. the \line \up0 \expndtw0\charscalex107 service pr ovider showed behavior that reflected the ability to \line \up0 \expndtw0\charsc alex105 perceive the expected emotions of the customer. but in \line \up0 \expndtw0\charscalex105 actual service encounters the dynamic interaction between \line \up0 \expndtw0\cha rscalex113 customers and service providers is likely to introduce \line \ up0 \expndtw0\charscalex105 additional factors that may influence satisfact ion. to express his \line \up 0 \expndtw0\charscalex105 own emotions through appropriate facial expression and vocal \line \up0 \expndtw0\charscalex115 tone. and low. in \line \up0 \expndtw0\charscalex104 the interest of assuring that all participants in a condition \line \up0 \expndtw0\charscalex106 wer e exposed to exactly the same encounter. in which participants were randomly \l ine \up0 \expndtw0\charscalex105 assigned to one of the six conditions.\expndtw0\charscalex116 emotional intelligence and transaction difficulty were \line \up0 \expndtw0\charscalex109 experimentally manipulated through a vid eo presentation of\par\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \up0 \expndtw0\c harscalex108 a simulated encounter with a service provider. Service interactions are dynamic \line \up0 \expndtw0\charscalex110 proce sses and a video presentation allows for more realism \line \up0 \expndtw0\char scalex105 than would be provided by verbal or written expressions of an \line \u p0 \expndtw0\charscalex109 encounter (Bateson and Hui. \line \up0 \expndtw0\charscalex107 medium and low emotional intelligence display ed by the\par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb151\sl -207\slmult0 \up0 \expndtw-7\charscalex100 \ul0\nosupersub\cf4\f5\fs18 439\par\p ard\column \ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li6349\sb0\sl-172\slmult 0 \par\pard\ql \li1412\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex100 \ul0\no supersub\cf11\f12\fs15 Journal of Services Marketing\par\pard\ql \li1117\sb90\sl -172\slmult0 \up0 \expndtw-4\charscalex100 Volume 19 · Number 7 · 2005 · 438 . A three (high.\par\pard\q l \li20\ri812\sb0\sl-213\slmult0\fi170\tx200 \up0 \expndtw0\charscalex113 \ul0\n osupersub\cf4\f5\fs18 Video\ul0\nosupersub\cf5\f6\fs18 . Video clips of course do not have a s much mundane \line \up0 \expndtw0\charscalex107 realism as an actual inter active service encounter. 1992. to understand and reason wi th emotion through \line \up0 \expndtw0\charscalex106 comprehension of the consequences of his own emotions \line \up0 \expndtw0\charscalex112 and the expected emotions of the customer. Lemmink and Mattsson (2002) and Bateson and \line \up0 \expndtw0\charscalex110 Hui (1992) argued that audio-visual presentations are m ore \line \up0 \expndtw0\charscalex110 effective than purely verbal presenta tions for conveying \line \up0 \expndtw0\charscalex111 service encounters. \line\tab \up0 \expn dtw0\charscalex109 Six separate video clips were constructed. each video clip \l ine \up0 \expndtw0\charscalex111 exemplified a different combination of lev el of service \line \up0 \expndtw0\charscalex107 provider emotional intellig ence and transaction difficulty. was used for this portion \line \up0 \expndtw0\charscalex108 of the research. the decision was \line \up0 \expndtw0\c harscalex108 made to use video clips of service encounters.444\par \pard\qj \li6349\sb0\sl-214\slmult0 \par\pard\qj \li20\ri813\sb19\sl-214\slmult0 \up0 \expndtw0\charscalex109 \ul0\nosupersub\cf5\f6\fs18 service provider) by t wo (high and low difficulty of service \line \up0 \expndtw0\charscalex107 trans action) design resulted in six different conditions. \line \up0 \ex pndtw0\charscalex106 \ul0\nosupersub\cf5\f6\fs18 (2002).

10. the service provider \line \up0 \expndtw0\charscalex112 showed no perception.45824.20). In \line \up0 \expndtw0\charscal ex105 the low emotional intelligence conditions.(4819.(0.20).32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g3}{\bkmkend Pg3}\par\pard\sect\sectd\sbknone\cols2\colno1\colw6289\colsr60\coln o2\colw5691\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb91\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall y Kernbach and Nicola S.(4819. In the medium emotional intelligence conditions . or high difficulty.4.1.1.45824. which \line \up0 \expndtw0\charscalex104 involved the returning of faulty goods to the stor e of purchase. understanding or \line \up0 \expndtw0\charscalex107 management of emotions. \line \up0 \expndtw0\charscalex107 the service provider showed the same qualit ies of perception.0). {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz335\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.45824. uncomplicated interactions. the \line \up0 \expndtw0\ charscalex109 decision was made to include extra steps in the videos \l ine \up0 \expndtw0\charscalex107 portraying the difficult transaction. there is a level of discontent \line \up0 \expndtw0\charscalex111 felt by the customer or the needs/wants of the customer are \line \up0 \expndtw0\charscalex 110 complicated.0)}} {\sp{\sn pSegmentInfo}{\sv 2.24577.45824.24577. through the portrayal of the purchase of an item of \line \up0 \expndtw0 \charscalex112 clothing from a department store.45824. Schutte\par\pard\qj \li1020\sb0\sl-210\slmult0 \par\par d\qj \li1020\ri300\sb25\sl-210\slmult0\fi170 \up0 \expndtw0\charscalex110 \ul0\n . even \line \up0 \expndtw0\charscalex116 though it resulted in a confounding of length of the \line \up0 \expndtw0\charscalex108 transacti on and level of difficulty of the transaction.45824.45824.45824. \line \up0 \expndtw0\charscalex110 expression. and understa nding of emotions.10.20). \line \up0 \expndtw0\charscalex105 Low difficulty transactions are shorter in duration and are \line \up0 \expndtw0\charscalex112 simple.1.1.\par\pard\qj \li 20\ri811\sb0\sl-213\slmult0\fi170 \up0 \expndtw0\charscalex108 Transaction diffi culty was manipulated to show either low \line \up0 \expndtw0\charscalex107 diff iculty.0)}} {\sp{\sn pSegmentInfo}{\sv 2.(0.(4819.20).(4819.1.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz337\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8. Difficult transactions involve those in w hich a \line \up0 \expndtw0\charscalex104 customer\u8217?s goal has not been me t.0). The straightforward \line \up0 \expndtw0\charsca lex119 purchase of an item was chosen to depict such an \line \up0 \exp ndtw0\charscalex104 interaction. Thus.16384.expndtw0\charscalex110 emotions.1. Actual service transactions of this kind almost \line \up0 \exp ndtw0\charscalex113 always tend to be longer in duration due to the extra steps \line \up0 \expndtw0\charscalex108 needed in order to complete the transac tion. expression.16384.(0.4.(0. but did not \line \up0 \expndtw0\charscalex109 display e ffective regulation or management of emotions.

The raters\par\pard\qj \li1020\ri300\sb0\sl-210\slmult0 \up0 \expndtw0\charscalex107 were blind as to which level of emotional intelligence was to \line \up0 \expndtw0\charscalex108 be exemplified by each condition and w orked independently \line \up0 \expndtw0\charscalex105 of each other. or low emotional i ntelligence \line \up0 \expndtw0\charscalex108 in each of the scenarios. impulse co ntrol. It consists of 33\par\pard\qj \li1020\ri301\sb2\s l-209\slmult0 \up0 \expndtw0\charscalex109 self-report items that assess the ext ent to which respondents \line \up0 \expndtw0\charscalex109 characteristically i dentify. The actor spo ke to the camera as though the \up0 \expndtw0\charscalex109 camera were th e customer.87 a nd 0.\par\pard\ qj \li1020\ri301\sb0\sl-210\slmult0\fi170 \up0 \expndtw-2\charscalex100 \ul0\nos upersub\cf4\f5\fs18 Emotional intelligence scale\ul0\nosupersub\cf5\f6\fs18 .\u8221? Respondents \line \u p0 \expndtw0\charscalex109 rate themselves on each item from 1 (strongly disagre e) to 5\par\pard\ql \li1020\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 (str ongly agree). efforts were made to \line \up0 \expndtw0\charscalex114 minimize the potential for procedural confounds. The length of the high\par\pard\qj \li1020\ri301\sb0\sl210\slmult0 \up0 \expndtw0\charscalex104 difficulty transaction videos was on av erage 15 seconds longer \line \up0 \expndtw0\charscalex110 than the length of th e low difficulty transaction videos. harness. Items include ones such\par\pard\qj \li1020\ ri300\sb2\sl-210\slmult0 \up0 \expndtw0\charscalex104 as \u8220?When I experienc e a positive emotion I know how to make \line \up0 \expndtw0\charscalex106 it la st. mood repair. clarity o f \line \up0 \expndtw0\charscalex107 feelings.\ul0 \nosupersub\cf5\f6\fs18 (1998) \line \up0 \expndtw0\charscalex107 reported tha t in a community sample of 328 individuals. Evidence of the scale\u8217?s validity includes \line \up0 \expnd tw0\charscalex108 correlations with measures of attention to feelings. The \line \up0 \expndtw0\charscalex108 same male actor played the role of the service provider in all\par\pard\qj \li1020\r i301\sb0\sl-210\slmult0 \up0 \expndtw0\charscalex109 scenarios.90 for two different samples and a \up0 \expndtw0\charscalex115 two-week t est-retest reliability of \up0 \expndtw0\charscalex121 0. pausing briefly when a customer \up0 \expndtw0\charscalex106 might n aturally reply. is based on Salovey and Mayer\u8217?s (1990) original \line \up0 \expndtw0\charscalex108 conceptualizat ion of emotional intelligence. and lack of\par\pard\qj \li1020\ri300\sb0\sl-210\slmult0\fi0 \up0 \expndt w0\charscalex108 depressed affect (Schutte\ul0\nosupersub\cf4\f5\fs18 et al.osupersub\cf5\f6\fs18 In constructing the video clips. optimism. Both ra ters accurately identified the \line \up0 \expndtw0\charscalex108 levels of em otional intelligence displayed by the service\par\pard\ql \li1020\sb3\sl-20 7\slmult0 \up0 \expndtw0\charscalex107 provider in all six conditions. \line \up0 \expndtw0\charscal . Schutte\ul0\nosupersub\cf4\f5\fs18 et al. developed by Schutte \line \up0 \expndtw0\charscalex104 \ul0\nosupersu b\cf4\f5\fs18 et al. understand.\u8221? and \u8220?I know why my emotions change.87. and regulate \line \up0 \expndtw0\charscalex105 em otions in themselves and in others.\ul 0\nosupersub\cf5\f6\fs18 .\par\pard\qj \li1020\ri300\sb0\sl-210\slmult0\fi170 \up0 \expndtw 0\charscalex113 As a qualitative check of the emotional intelligence \lin e \up0 \expndtw0\charscalex107 manipulations. 1998).78. The internal\pa r\pard\ql \li1020\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex110 consistency o f the scale for the present sample of \up0 \expndtw0\charscalex107 150\pa r\pard\qj \li1020\ri301\sb1\sl-210\slmult0 \up0 \expndtw0\charscalex104 particip ants was 0. medium. Schutte\ul0\nosupersub\cf4\f5\fs18 et al. \up0 \expndtw0\char scalex111 \ul0\nosupersub\cf5\f6\fs18 (1998) reported internal\par\pard\qj \li 1020\ri301\sb3\sl-209\slmult0 \up0 \expndtw0\charscalex108 consistency of 0. as were the dialogue and approximate length in the \line \up0 \expndtw0\charscalex110 three high diffi culty conditions. The \line \up0 \expndtw0\charscalex110 dialogue used and the appro ximate length of the video clips\par\pard\qj \li1020\ri300\sb1\sl-210\slmult0 \u p0 \expndtw0\charscalex107 for the three low difficulty conditions were kept as similar as \line \up0 \expndtw0\charscalex108 possible. Th is scale.\ul0\nosupersub\cf5\f6\fs18 (1998). two expert judges familiar wi th emotional \line \up0 \expndtw0\charscalex111 intelligence theory rated the s ix video scenarios. They were asked to indicate whether the service\par\pard\qj \li1020\ri301\sb0\sl-210\slmul t0 \up0 \expndtw0\charscalex106 provider showed high.

consisting of five points\par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\s b151\sl-207\slmult0 \up0 \expndtw-7\charscalex100 \ul0\nosupersub\cf4\f5\fs18 44 0\par\pard\column \ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li6349\sb0\sl-172 \slmult0 \par\pard\ql \li1412\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex100 \ul0\nosupersub\cf11\f12\fs15 Journal of Services Marketing\par\pard\ql \li1117\ sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Volume 19 · Number 7 · 2005 · 438 444\par\pard\qj \li6349\sb0\sl-213\slmult0 \par\pard\qj \li20\ri812\sb21\sl-213\ slmult0 \up0 \expndtw0\charscalex110 \ul0\nosupersub\cf5\f6\fs18 with the option s: \u8220?It was much better than I expected\u8221?. \u8220?It \line \up0 \expndtw0\charscalex110 was worse than I ex pected\u8221?. they found that when t he number of \line \up0 \expndtw0\charscalex108 response points is increased t o five. and \u8220?It was much worse than I \line \up0 \expndtw0\charscal ex105 expected\u8221? (Myers. Further. Testing \line \up0 \expndtw0\charscalex105 sessions were either in a n individual or small-group format. \line \up0 \expndtw0\charscalex105 Therefore. \u p0 \expndtw0\charscalex117 1995). In \line \up0 \expndtw0\charscalex106 the ca . initially develop ed by Churchill \line \up0 \expndtw0\charscalex105 and Surprenant (1982). w as selected to assess transaction-\par\pard\qj \li1020\ri300\sb0\sl-210\slmu lt0 \up0 \expndtw0\charscalex109 specific customer satisfaction with the transac tion portrayed \line \up0 \expndtw0\charscalex110 in the video. This widely-used \line \up0 \expndtw0\charscalex107 disconfirmation measure.94 (SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nos upersub\cf5\f6\fs18 15. Participants were \line \up0 \expndtw0\charscalex108 randomly assigned to one of the six c onditions. \up0 \expndtw0\charscalex110 1990.\par\p ard\ql \li1020\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex113 1982. \u8220?It was just as I e xpected\u8221?.\par\pard\qj \li1020\ri301\sb0\sl-210\sl mult0\fi170 \up0 \expndtw0\charscalex100 \ul0\nosupersub\cf4\f5\fs18 Customer satisfaction rating scale\ul0\nosupersub\cf5\f6\fs18 .78 (SD\ul0\nosupersub\cf10\f11\f s18 ¼\ul0\nosupersub\cf5\f6\fs18 16. 1999). Churchill and Surprenant. the disconfirmation measure used in this study \line \up0 \expndtw0\charscalex110 was an extensi on of the three-point measure constructed by\par\pard\ql \li1020\sb4\sl-207\slmu lt0 \up0 \expndtw0\charscalex105 Churchill and Surprenant (1982).09) and men\par\pard\ql \li1020\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 had a mean score of 124.ex111 women had a mean score of 130.52). Danaher and Haddrell \up0 \expndtw0\charsc alex114 (1996)\par\pard\qj \li1020\ri300\sb2\sl-209\slmult0 \up0 \expndtw0\chars calex114 compared measures of customer satisfaction and their \line \up0 \ expndtw0\charscalex105 results indicated that the disconfirmation measure was the \line \up0 \expndtw0\charscalex105 most effective method for measur ing satisfaction.\par\pard\ql \li6349\sb0\sl-207\slmult0 \par \pard\ql \li20\sb70\sl-207\slmult0 \up0 \expndtw0\charscalex122 Procedure\par\pa rd\qj \li20\ri811\sb0\sl-213\slmult0 \up0 \expndtw0\charscalex110 An independent groups design was used in order to remove \line \up0 \expndtw0\charscalex108 an y possible sequencing confounds due to carry-over effects \line \up0 \expndtw0\c harscalex103 or excessive exposure to the video clips. Walker. there is evidence of high\par\pard\qj \li1020\ri301\sb2\sl-209\slmult0 \ up0 \expndtw0\charscalex113 predictive validity for the disconfirmation measure. which posits that customers\par\pard\qj \li1020\ri301\sb0\sl-2 10\slmult0 \up0 \expndtw0\charscalex108 compare service performance in an e ncounter with their \up0 \expndtw0\charscalex104 prior expectations about h ow a service provider should or \up0 \expndtw0\charscalex108 would perform (Bitner. The measure is based on the expectancy-\line \up0 \expndtw0\charscalex113 disconfirmati on paradigm. Danaher\par\pard\ql \li1020\sb4\sl-207\slmult0 \up0 \expndtw 0\charscalex113 and Haddrell \up0 \expndtw0\charscalex113 (1996) reported tha t the disconfirmation\par\pard\qj \li1020\ri301\sb1\sl-210\slmult0 \up0 \expnd tw0\charscalex111 measure has good convergent validity and discriminant \l ine \up0 \expndtw0\charscalex112 validity. The responses were coded such \line \up0 \expndtw0\charscalex110 that a \up0 \expndtw0\charscalex106 \u8220?1\u8221 ? indicated the greatest satisfaction while a \up0 \expndtw0\charscalex110 \u8220?5\u8221?\par\pard\ql \li20\sb5\sl-207\slmult0 \up0 \expndtw0\charscalex1 07 indicated the least satisfaction. \u8220?It \line \up0 \exp ndtw0\charscalex112 was better than I expected\u8221?.

the\par\pard\qj \li20\ri812\sb0\sl-213\slmult0 \up0 \expndtw0\ charscalex115 customer. A factorial ANOVA found no significant\par\pard\qj \li 20\ri813\sb2\sl-211\slmult0\tx200 \up0 \expndtw0\charscalex109 interaction betwe en gender and the independent variables in \line \up0 \expndtw0\charscalex108 in fluencing customer satisfaction ratings. have had to come back to \line \up 0 \expndtw0\charscalex106 the store to return goods that you have discov ered to be \line \up0 \expndtw0\charscalex104 faulty.43 \up0 \expndtw0\charscalex108 (SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosup ersub\cf5\f6\fs18 0. and self-assessed customer\par\pard\qj \li6349\sb0\sl-219\slmult0 \par\pard\qj \ li20\ri1130\sb82\sl-219\slmult0 \up0 \expndtw-8\charscalex92 \ul0\nosupersub\cf4 \f5\fs18 Table I Average customer satisfaction for high. participants completed the customer \line \up0 \expndtw0\c harscalex105 satisfaction rating measure and the Emotional Intelligence \l ine \up0 \expndtw0\charscalex103 Scale.95). all participants were randomly \line \up0 \expndtw0\ch arscalex105 assigned to the same condition. \line \up0 \expndtw0\charscalex111 Participant s in the low transaction difficulty conditions \line \up0 \expndtw0\charsc alex114 received the following verbal introduction. Table I shows \up0 \expndtw0\charscal ex107 participants\u8217? mean satisfaction scores for each of the six \ up0 \expndtw0\charscalex108 transactions depicted in the video scenarios.se of the group sessions. have just found an item that you have not been \line \up 0 \expndtw0\charscalex116 able to find in any other store and have taken it up t o the \line \up0 \expndtw0\charscalex105 counter for purchase. The customer satisfaction outcome \up0 \expndtw0\charscalex116 vari able was normally distributed. After \line \up0 \expndtw0\charscalex111 vie wing the video. 32 (SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 0.\par\pa rd\ql \li190\sb3\sl-207\slmult0\tx3162 \up0 \expndtw0\charscalex113 Men had a mean score of \up0 \expndtw0\charscalex108 3.\u8221? Partici pants in the high transaction \line \up0 \expndtw0\charscalex116 difficulty conditions received the following verbal \line \up0 \expndtw0\charscal ex110 introduction. \up0 \expndtw0\charscale x113 \u8220?You.98) on the \par\pard\qj \li20\ri813\sb2\sl-213\slmult0 \up0 \expndtw0\charscalex107 custome r satisfaction variable and women a mean score of \up0 \expndtw0\charscalex1 08 3. Participants were briefed with \line \up0 \expndtw0\charscalex108 a verbal introduction to the video scenario. \u8220?You the customer. They were asked \line \up0 \expndtw0\charscalex104 to imagine that they were the customer in the interaction.\u8221? The participant s then viewed the video clip. transaction difficulty.23\tab \up0 \expndtw0\charscalex 110 (SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 0. thus the remaining \line \up0 \expndtw0 \charscalex108 analyses report information for men and women combined. indicati ng moderate overall \line \up0 \expndtw0\charscalex112 satisfaction on the \up 0 \expndtw-2\charscalex100 1 \up0 \expndtw0\charscalex110 (greatest satisfactio n) to \up0 \expndtw-2\charscalex100 6 \up0 \expndtw0\charscalex105 (least\par\p ard\qj \li20\ri812\sb1\sl-212\slmult0 \up0 \expndtw0\charscalex115 satisfaction) scale. medium and low \up0 \e xpndtw-8\charscalex92 service provider emotional intelligence displayed in low a nd high \up0 \expndtw-8\charscalex92 difficulty transactions\par\pard\ql \li1693 \sb100\sl-195\slmult0\tx2954\tx3932 \up0 \expndtw-6\charscalex100 \ul0\nosupersu b\cf12\f13\fs17 High service\tab \up0 \expndtw-5\charscalex100 Medium\tab \up0 \ expndtw-6\charscalex100 Low service\par\pard\ql \li2063\sb25\sl-195\slmult0\tx29 04\tx4286 \up0 \expndtw-7\charscalex86 EI\tab \up0 \expndtw-7\charscalex96 servi ce EI\tab \up0 \expndtw-7\charscalex86 EI\par\pard\ql \li20\sb25\sl-195\slmult0\ tx2054 \up0 \expndtw-3\charscalex100 Transaction difficulty M\tab \up0 \expndtw . \line\tab \up0 \expndtw0\charscalex104 A two (transaction difficulty) by three (lev el of service-\par\pard\qj \li20\ri813\sb1\sl-213\slmult0 \up0 \expndtw0\chars calex106 provider emotional intelligence) independent groups factorial \line \up 0 \expndtw0\charscalex104 ANOVA investigated the effects of service-provider emo tional \line \up0 \expndtw0\charscalex105 intelligence.\par\pard\ql \li6349\sb0\sl-241\slmult0 \ par\pard\ql \li20\sb91\sl-241\slmult0 \up0 \expndtw-3\charscalex100 \ul0\nosuper sub\cf9\f10\fs21 Results\par\pard\qj \li20\ri813\sb106\sl-213\slmult0 \up0 \expn dtw0\charscalex113 \ul0\nosupersub\cf5\f6\fs18 The average customer satisfact ion score across all six \line \up0 \expndtw0\charscalex107 scenarios was 3.91).

(0.45824.1.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s .45824.45824.(4819.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz397\shplid3 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.45824.(4819.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop13716\shpright11168\shpbottom13736\shpfhdr0\ shpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz331\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.1.45824.24577.71\tab \up0 \expndtw-7\charscalex90 25\tab \up0 \expndtw7\charscalex90 3.0\charscalex106 SD n M SD n M SD n\par\pard\ql \li20\sb135\sl -195\slmult0\tx1643\tx2054\tx2464\tx2752\tx3162\tx3573\tx3861\tx4271\tx4682 \up0 \expndtw-6\charscalex100 Low\tab \up0 \expndtw-7\charscalex90 2.4.0).45824.20).65\tab \up0 \expndtw-7\charscalex90 25\tab \up0 \expndtw-7\charsc alex90 2.0).45824.1.1.1.16384.72\tab \up0 \expndtw-7\charscalex90 0.45824.45824.10.0).52\tab \up0 \expndtw-7\charscalex90 0.(0.4.(0.20).20)}} {\sp{\sn pSegmentInfo}{\sv 2.71\tab \up0 \expndtw-7\ch arscalex90 25\tab \up0 \expndtw-7\charscalex90 4.45824.45824.20).16384.4.(4819.8 1\tab \up0 \expndtw-7\charscalex90 25\par\pard\ql \li20\sb131\sl-195\slmult0 \up 0 \expndtw-7\charscalex92 Note: Lower scores indicate greater satisfaction {\shp {\*\shpinst\shpleft6349\shptop12959\shpright11168\shpbottom12979\shpfhdr0\ shpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz329\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.1.1.45824.24577.24\tab \up0 \expndtw-7\charscal ex90 0.1.20).1.1.0).0)}} {\sp{\sn pSegmentInfo}{\sv 2.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop14623\shpright11168\shpbottom14643\shpfhdr0\ shpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz393\shplid2 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.52\tab \up0 \expndtw-7\charscalex90 25\par\pard\ql \li20\sb24\sl-195\slmu lt0\tx1643\tx2054\tx2464\tx2752\tx3162\tx3573\tx3861\tx4271\tx4682 \up0 \expndtw -6\charscalex100 High\tab \up0 \expndtw-7\charscalex90 2.45824.45824.24577.(4819.45824.68\tab \up0 \expndtw-7\charscalex 90 25\tab \up0 \expndtw-7\charscalex90 4.16384.24577.(4819.10.(4819.(0.10.20).(0.08\tab \up0 \expndtw-7\charscalex90 0.56\tab \up0 \expndtw-7\ charscalex90 0.1.80\tab \up0 \ex pndtw-7\charscalex90 0.(4819.0)}} {\sp{\sn pSegmentInfo}{\sv 2.1.(4819.20).0)}} {\sp{\sn pSegmentInfo}{\sv 2.(0.20).16384.(0.45824.10.0).4.(0.

transaction difficulty also had a \l ine \up0 \expndtw0\charscalex108 significant main effect on customer satisfactio n. Participants \line \up0 \expndtw0\charscalex103 who viewed the low diffic ulty transactions reported overall \line \up0 \expndtw0\charscalex104 lower mean satisfaction (3.24577.45824. .(4819.68) than those who viewed t he medium level of \line \up0 \expndtw0\charscalex114 service-provider emo tional intelligence \tab \up0 \expndtw0\charscalex110 (M\ul0\nosupersub\cf10\ f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 3.80) than\pa r\pard\ql \li1020\ri0\sb0\sl-216\slmult0\tx1190\tx1190 \up0 \expndtw0\charscalex 109 those who viewed the medium level.\par\pard\qj \li1020\ri0\sb0\sl-217\s lmult0 \up0 \expndtw0\charscalex111 SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosuper sub\cf5\f6\fs18 0.\par\pard\qj \l i1020\ri0\sb0\sl-217\slmult0\tx4904 \up0 \expndtw0\charscalex107 SD\ul0\nosupers ub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 0.45824. and participants who viewed the \up 0 \expndtw0\charscalex112 highest level of service-provider emotional intel ligence \up0 \expndtw0\charscalex108 reported higher satisfaction \up0 \expndt w0\charscalex108 (M\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 2.0).99).45824.10. Participants who \line \up0 \expndtw0\charscalex114 viewed the lowest level of service-provider emotional \line \up0 \expndtw0\charscalex112 intel ligence reported lower satisfaction \tab \up0 \expndtw0\charscalex110 ( M\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 4.45824.0001.1.005.(0.80).\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosupersub\cf10\f11\fs 18 . SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\ f6\fs18 0.\ul0\nosupersub\cf5\f6\fs18 0. \line\tab \up0 \expndtw0\charscalex115 There was a sig . SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupers ub\cf5\f6\fs18 0. Tukey\u8217?s HDS post hoc tests showed that the three \line \up0 \ex pndtw0\charscalex111 levels of service provider emotional intelligence all \line \up0 \expndtw0\charscalex110 significantly differed from each o ther. Table II \u p0 \expndtw0\charscalex108 provides a summary of the results.1. The effect size of \line \up0 \expndtw0\charscalex105 service-provider emotional intelligence. SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 0.16384.55.p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz399\shplid4 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.1.\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosuper sub\cf10\f11\fs18 . Levels \line \up0 \expndtw0\charscalex104 of service-provider emotional intell igence were compared with \line \up0 \expndtw0\charscalex107 each other to de termine where the significant differences \line \up0 \expndtw0\charscalex109 occurred.20).20).0)}} {\sp{\sn pSegmentInfo}{\sv 2.\ul0\nosupersub\cf5\f6\fs18 0.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g4}{\bkmkend Pg4}\par\pard\sect\sectd\sbknone\cols2\colno1\colw5893\colsr60\coln o2\colw6087\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall y Kernbach and Nicola S.12. 68.\par\pard\qj \li102 0\ri0\sb0\sl-217\slmult0\fi170\tx4904 \up0 \expndtw0\charscalex105 Service-provi der emotional intelligence had a significant \line \up0 \expndtw0\charscale x109 main effect on customer satisfaction.4. \line\tab \up0 \expndtw 0\charscalex107 As can be seen in Table II.12. was large .(4819.88) than those who \line \up0 \expndtw0\charscalex107 viewed the h igh difficulty transactions (3.44. Schutte\par\pard\qj \li1020\sb0\sl-217\slmult0 \par\par d\qj \li1020\ri0\sb13\sl-217\slmult0 \up0 \expndtw0\charscalex109 \ul0\nosupersu b\cf5\f6\fs18 emotional intelligence on customer satisfaction.16.(0.

001. 720.170.\ul0\nosupersub\cf5\f6\fs18 0.\ul0\nosupersub\cf5\f6\fs18 0. however there was no significant\par\pard\qj \li1020\sb0\sl -218\slmult0 \par\pard\qj \li1020\ri0\sb76\sl-218\slmult0 \up0 \expndtw-7\charsc alex93 \ul0\nosupersub\cf4\f5\fs18 Table II Effect of service provider emotiona l intelligence. the \line \up0 \expndtw0\charscalex109 mean satisfaction scores (see Tabl e I) for the three levels of \line \up0 \expndtw0\charscalex102 service provide r emotional intelligence significantly differed \line \up0 \expndtw0\charsca lex105 from each other.0001) service provider emotional \line \up0 \expndtw0\charscalex107 intelligen ce conditions. and the means for \line \up0 \expndtw0\charscalex111 low versus high conditions were significant at\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosupersub\cf10 \f11\fs18 .\ul0\nosupersub\cf5\f6\fs18 0.0001) and high (\ul0\nosup ersub\cf4\f5\fs18 p\ul0\nosupersub\cf10\f11\fs18 .\ul0\nosupersub\cf5\f6\fs1 8 0.\ul0\nosupersub\cf5\f6\fs18 0.30. 72)\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 33.004\par\pard\ql \li1020\sb26\sl-195\slmult0\tx4246\tx5226 \up0 \expndtw-4\charscalex100 TD\ul0\ nosupersub\cf14\f15\fs17 3\ul0\nosupersub\cf12\f13\fs17 EI\tab \up0 \expndtw -7\charscalex96 3.765\tab \up0 \expndtw-7\charscalex90 0.\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosupersub\cf10\f11\fs18 . 72)\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub \cf5\f6\fs18 30.nificant interaction between service \line \up0 \expndtw0\charscalex107 provi der emotional intelligence and transaction difficulty. transaction \line \up0 \expndtw-7\charscalex91 difficulty. there was a significant \line \up0 \expndtw0\charscalex104 d ifference in satisfaction between the low service provider \line \up0 \ex pndtw0\charscalex106 emotional intelligence condition and both the m edium \line \up0 \expndtw0\charscalex107 (\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosu persub\cf10\f11\fs18 . \line \up0 \expndtw0\charscal ex107 Another one-way ANOVA examining service provider \line \up0 \exp ndtw0\charscalex110 emotional intelligence in just high transaction diffic ulty \line \up0 \expndtw0\charscalex105 conditions showed a significant main eff ect.842\tab \up0 \expndtw-7\charscalex90 0. \line \up 0 \expndtw0\charscalex111 F(2.920.0001.002\tab \up0 \expndtw-7\charscalex90 0.0001.\tab \up0 \expndtw 0\charscalex100 (\ul0\nosupersub\cf13\f14\fs17 h\ul0\nosupersub\cf12\f13\fs17 )\ par\pard\ql \li1020\sb135\sl-195\slmult0\tx5226 \up0 \expndtw-6\charscalex100 Se rvice-provider emotional intelligence (EI) 52.07\par\pard\ql \li1020\sb25\sl-195\sl mult0\tx4246\tx5226 \up0 \expndtw-7\charscalex94 Customer EI (CEI)\tab \up0 \exp ndtw-7\charscalex96 0.000\tab \up0 \expndtw-7\chars calex90 0.003\par\pard\ql \li1020 \sb25\sl-195\slmult0\tx1244\tx4246\tx5226 \up0 \expndtw-7\charscalex86 EI\tab \u p0 \expndtw-3\charscalex100 \ul0\nosupersub\cf14\f15\fs17 3\ul0\nosupersub\cf12\ .0001. The mean satisfaction scores for the medium \line \up0 \ expndtw0\charscalex105 versus high conditions and medium versus low condi tions \line \up0 \expndtw0\charscalex111 were significantly different at\ul0\nos upersub\cf4\f5\fs18 p\ul0\nosupersub\cf10\f11\fs18 . Tukey\u8217?s HDS post hoc tests \line \ up0 \expndtw0\charscalex110 showed that in the low transaction difficulty condit ions.21 0. Tukey\u8217?s HDS post hoc tests showed that in the \line \up0 \expndtw0\charscalex108 high transaction dif ficulty conditions.022\tab \up0 \expndtw-7\charscalex90 0.44\par\pard\ql \li1020\sb25\sl-195\slmult0\tx4246\tx5226 \up0 \expndtw -6\charscalex100 Transaction difficulty (TD)\tab \up0 \expndtw-7\charscalex96 9.270.90. A one-way ANOVA examining \line \up0 \expndtw0\charscalex106 service provider emotional intelligence in just low transaction \line \up0 \expndtw0\charscalex1 06 difficulty conditions showed a significant main effect. \ line \up0 \expndtw0\charscalex111 \ul0\nosupersub\cf4\f5\fs18 p\ul0\nosupersub\c f10\f11\fs18 . and c ustomer emotional intelligence on customer satisfaction\par\pard\ql \li4988\sb10 0\sl-195\slmult0 \up0 \expndtw-7\charscalex100 \ul0\nosupersub\cf12\f13\fs17 Eta squared\par\pard\ql \li1020\sb26\sl-195\slmult0\tx4309\tx5303 \up0 \expndtw-7\c harscalex94 Source\tab \up0 \expndtw-3\charscalex100 F Sig.\ul0\nosupersub\cf5\f6\fs18 0. \line \up0 \expndtw0 \charscalex109 Further analyses explored at which level of service provider \lin e \up0 \expndtw0\charscalex107 emotional intelligence transaction difficulty had the most \line \up0 \expndtw0\charscalex104 impact on satisfaction rating s.06\par\pard\ql \li1 020\sb24\sl-195\slmult0\tx4246\tx5226 \up0 \expndtw-6\charscalex100 TD\ul0\nosup ersub\cf14\f15\fs17 3\ul0\nosupersub\cf12\f13\fs17 CEI\tab \up0 \expndtw-7\c harscalex96 0. F(2.

there was\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0 \charscalex105 no significant difference between the low and high transaction\pa r\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex105 difficulty cond itions.\par\pard\ql \ li6349\sb0\sl-241\slmult0 \par\pard\ql \li416\sb31\sl-241\slmult0 \up0 \expndtw3\charscalex100 \ul0\nosupersub\cf9\f10\fs21 Discussion\par\pard\ql \li416\sb111 \sl-207\slmult0 \up0 \expndtw0\charscalex107 \ul0\nosupersub\cf5\f6\fs18 The res ults of the present study supported the hypothesis that\par\pard\ql \li416\sb4\s .05\par\pard\ql \li1020\sb26\sl-195\slmult0\tx4246\tx5226 \up0 \expn dtw-3\charscalex100 TD\ul0\nosupersub\cf14\f15\fs17 3\ul0\nosupersub\cf12\f13\ fs17 EI\ul0\nosupersub\cf14\f15\fs17 3\ul0\nosupersub\cf12\f13\fs17 CEI\ta b \up0 \expndtw-7\charscalex96 0. A factori al ANOVA investigated the interaction\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex113 between participants\u8217? emotional intelli gence.\ul0\nosupersub\cf5\f6\fs18 0. those in the high transaction\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscale x105 difficulty condition indicated greater satisfaction than those in\par\pard\ ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex109 the low transaction di fficulty condition. there was no significant difference between the\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex104 low and h igh transaction difficulty conditions. However. wo men had a mean score of\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw 0\charscalex108 126.16 \up0 \expndtw0\charscalex110 (SD\ul0\nosupersub\cf10\f11\ fs18 ¼\ul0\nosupersub\cf5\f6\fs18 12.04. service\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex 106 provider emotional intelligence. nor a sig nificant\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 inte raction between participant emotional intelligence and\par\pard\ql \li416\s b4\sl-207\slmult0 \up0 \expndtw0\charscalex107 any other variable. Similarly.004\ par\pard\column \ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li6349\sb0\sl-172\s lmult0 \par\pard\ql \li1808\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex100 \u l0\nosupersub\cf11\f12\fs15 Journal of Services Marketing\par\pard\ql \li1513\sb 90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Volume 19 · Number 7 · 2005 · 438 . and transaction difficulty.77).590. A bivariate correlation showed no significant\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\chars calex112 association between participants\u8217? level of emotional\pa r\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex110 intelligence as sessed as a continuous variable and customer\par\pard\ql \li416\sb3\sl-207\slmul t0 \up0 \expndtw0\charscalex105 satisfaction scores.42) and men a mean score of 119.\ul0\nosupersub\cf4\f5\fs18 p\ul0\nosupersub\cf10\f11\fs18 .\par\pard\ql \li586\sb3\sl-2 07\slmult0 \up0 \expndtw0\charscalex109 A triadic split divided participants int o three levels (high. at the high level of service provider emotional\par\pard\ql \li416\sb2\sl-207\slmult0 \up0 \e xpndtw0\charscalex109 intelligence.\par\pard\ql \li58 6\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex105 Further. at the medium level of service\par\pard\ql \li416\sb4\sl-207\sl mult0 \up0 \expndtw0\charscalex107 provider emotional intelligence.\par\pard\ql \li586\sb2\sl-207\slmult0 \up 0 \expndtw0\charscalex105 Participants mean score on the Emotional Intelligence Scale\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex107 was 12 2. at the\par\pard\ql \li416\sb4\ sl-207\slmult0 \up0 \expndtw0\charscalex105 low level of service provider emotio nal intelligence.182\tab \up0 \expndtw-7\ch arscalex90 0.130.15\p ar\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex108 (SD\ul0\nosupe rsub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 13.\par\pard\q l \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 There was no significan t main effect of participant emotional\par\pard\ql \li416\sb4\sl-207\slmult0 \up 0 \expndtw0\charscalex113 intelligence on customer satisfaction.f13\fs17 CEI\tab \up0 \expndtw-7\charscalex96 1.61).0001. (SD\ul0\nosupersub\cf10\f11\fs18 ¼\ul0\nosupersub\cf5\f6\fs18 13.\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\char scalex106 medium or low) of emotional intelligence based on their\par\pa rd\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex110 scores.973\tab \up0 \expndtw-7\charscalex90 0.44 4\par\pard\ql \li6349\sb0\sl-207\slmult0 \par\pard\ql \li416\sb32\sl-207\slmult0 \up0 \expndtw0\charscalex105 \ul0\nosupersub\cf5\f6\fs18 difference between t he medium and high service provider\par\pard\ql \li416\sb4\sl-207\slmult0 \ up0 \expndtw0\charscalex103 emotional intelligence conditions.

At 0. expre ss.\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex 113 It is difficult to be sure of the meaning of these findings\par\pard\ql \li4 16\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 regarding the interaction bet ween service provider emotional\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expn dtw0\charscalex112 intelligence and transaction difficulty. This finding is in accorda nce with the\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex10 8 theoretical prediction made by Barlow and Maul \up0 \expndtw0\charscalex 109 (2000)\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex111 th at the ability of a service provider to accurately and\par\pard\ql \li4 16\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex115 effectively perceive. A speculat ive\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 interpret ation is that in high transaction difficulty situations.44. Price\ul0\nosupersub\cf4\f5\fs18 et al. 2002.\par\pard\ql \li5953\sb0 \sl-207\slmult0 \par\pard\ql \li20\sb151\sl-207\slmult0 \up0 \expndtw-7\charscal ex100 \ul0\nosupersub\cf4\f5\fs18 441 {\shp {\*\shpinst\shpleft1020\shptop12401\shpright5839\shpbottom12421\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz440\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} .\ul0\nosupersub\cf5\f6\fs18 .l-207\slmult0 \up0 \expndtw0\charscalex105 higher emotional intelligence of service providers leads to\par\pard\ql \li416\sb2\sl-207\slmult0 \up0 \expndt w0\charscalex110 greater customer satisfaction. Wins ted. In the high\par\pa rd\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex108 transaction difficu lty condition. However.\par\ pard\ql \li586\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex108 The present stu dy found that emotional intelligence of\par\pard\ql \li416\sb4\sl-207\slmul t0 \up0 \expndtw0\charscalex102 service providers significantly interacted with level of difficulty\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charsca lex111 of the transaction. but\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex10 7 no significant difference in satisfaction between the high and\par\pard\ql \li 416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex106 medium levels of service provider emotional intelligence.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex112 1995. \up0 \expndtw0\charscalex114 2000) indicating that service provider\par \pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 qualities relat ed to aspects of emotional intelligence are\par\pard\ql \li416\sb3\sl-207\ slmult0 \up0 \expndtw0\charscalex106 associated with customer satisfaction.\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \ expndtw0\charscalex112 Further. understand and regulate\par\pard\ql \li416\sb2\sl-207\slmult0 \up0 \expnd tw0\charscalex104 emotions in him or herself and others is a determinan t of\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex105 custome r satisfaction. the effect size of the \par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex114 impact of service provider emotional intelligence was\par\pard\ql \li416\sb4\sl-207\sl mult0 \up0 \expndtw0\charscalex117 considerable. there was low satisfaction in\par\pard\ql \li416\sb4\sl-207\slmul t0 \up0 \expndtw0\charscalex106 the low service provider emotional intelligence condition. at a medium level of emotional intelligence of t he\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex104 service p rovider there was more satisfaction for a difficult\par\pard\ql \li416\sb 2\sl-207\slmult0 \up0 \expndtw0\charscalex108 transaction than in a straightforw ard transaction. this interaction did not clearly\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex110 support the prediction t hat emotional intelligence of service\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 providers would have most impact under conditions of hi gh\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex109 service di fficulty. In the low transaction difficulty condition\par\pard\ql \li416\sb4\sl207\slmult0 \up0 \expndtw0\charscalex106 there was progressively more satisfacti on at each higher level\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\cha rscalex108 of emotional intelligence of the service provider. It also complements the findings of\par\pard\ql \li416\sb 4\sl-207\slmult0 \up0 \expndtw0\charscalex107 previous studies (Lemmink and Matt sson.

(0.16384.1.20).(4819.24577.4.0)}} {\sp{\sn pSegmentInfo}{\sv 2.45824.4.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz549\shplid4 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.20).16384.(0.0).10.(0.45824.(0.(4819.0).45824.45824.45824.1.(4819.{\sp{\sn pVerticies}{\sv 8.45824.24577.(0.45824.0).(0.(4819.45824.1.1.45824.20).1.1.1.10.1.45824.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft1020\shptop12940\shpright5839\shpbottom12960\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz442\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.4.1.45824.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft1020\shptop14623\shpright5839\shpbottom14643\shpfhdr0\s hpbxpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz543\shplid2 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.24577.45824.(4819.20).24577.20).16384.45824.0)}} {\sp{\sn pSegmentInfo}{\sv 2.16384.20).10.(0.0).10.(0.45824.20).10.45824.(4819.20).1.45824.24577.(4819.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz547\shplid3 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.16384.45824.(0.4.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g5}{\bkmkend Pg5}\par\pard\sect\sectd\sbknone\cols2\colno1\colw5893\colsr60\coln o2\colw6087\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb91\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall .(4819.0).45824.(4819.1.0).20).0)}} {\sp{\sn pSegmentInfo}{\sv 2.4.0)}} {\sp{\sn pSegmentInfo}{\sv 2.45824.(0.1.1.1.(4819.45824.1.20)}} {\sp{\sn pSegmentInfo}{\sv 2.

this led to fewer extraneous \line \up0 \expndtw0\cha rscalex105 variables being introduced in the different conditions and thus \line \up0 \expndtw0\charscalex106 more internal validity. Again. such that there was great er customer satisfaction \up0 \expndtw0\charscalex105 in difficult transactions. At the high \line \up0 \expndtw0\charscalex106 and low levels of service provider emotional intelligence. and thus lead to more satisfaction. This procedure gave up some o f the realism of \line \up0 \expndtw0\charscalex108 actual service transactions in order to maintain experimental \line \up0 \expndtw0\charscalex103 control ov er the manipulated variables. other factors such as \line \up0 \expndtw0\charscalex116 transaction difficulty can emerge to impact customer \line \up0 \expndtw0\charscalex104 satisfaction and the difficult transactions allow participants \line \up0 \expndtw0\charscalex105 to perceive the displayed emotional intelligence of the service \line \up0 \exp ndtw0\charscalex105 provider.\par\pard\ql \li1020\ri0\sb0\sl-210\slmult0\fi170\tx1190 \up0 \e xpndtw0\charscalex105 Future research in the area of emotional intelligen ce of \line \up0 \expndtw0\charscalex105 service providers and customer satisfa ction might examine the \line \up0 \expndtw0\charscalex106 replicability of th .\par\pard\qj \li1020\ri0\sb0\sl-210\slmult0\fi170 \up0 \expndtw0\charscalex10 9 Another limitation of the study is that the high versus low \up0 \expndtw0\cha rscalex114 difficulty of transaction scenarios varied both type of \up0 \ expndtw0\charscalex110 transaction and length of time of the transaction. Perhaps difficult transactions create a \up0 \expndtw0\charscalex106 greater fe eling of connectedness between the service provider \up0 \expndtw0\charscalex109 and customer. Even \up0 \expndtw0\charscalex112 though these two aspects of transactions ten d to co-vary in \up0 \expndtw0\charscalex109 actual service interactions. \line \up0 \expndtw0\charscalex103 emotiona l intelligence of the service provider may overshadow \line \up0 \expndtw0\chars calex112 other aspects of the interaction. while at a medium level of \line \up0 \expndtw0\charscalex107 service-provider emotional intelligence.y Kernbach and Nicola S. it makes it difficult to judge \up0 \expndtw0\charscalex109 whether the type o f encounter or the length of the encounter \up0 \expndtw0\charscalex107 influenc ed participants. only one \line \up0 \expndtw0\cha rscalex108 actor was used for all scenarios and the actor portrayed \li ne \up0 \expndtw0\charscalex104 actions associated with high or low emotio nal intelligence \line \up0 \expndtw0\charscalex110 rather than being a service provider with actual high or low \line \up0 \expndtw0\charscalex104 emotional intelligence. such \line \up0 \e xpndtw0\charscalex109 as the ones depicted in the scenarios. a match be tween \line \up0 \expndtw0\charscalex112 characteristics of the customer and ser vice providers is not \line \up0 \expndtw0\charscalex108 very important. The study\u8217?s experimental design \line \ up0 \expndtw0\charscalex107 sacrificed some external generalizability in order t o maintain \line \up0 \expndtw0\charscalex114 internal validity and obtain m ore definite information \line \up0 \expndtw0\charscalex105 regarding the ca usal effects of service provider emotional \line \up0 \expndtw0\charscalex1 08 intelligence on customer satisfaction. It may be that in brief retail encounters.\par\pard\qj \li1020\ri0\sb0\sl-210\slmult0\fi170 \ up0 \expndtw0\charscalex106 There was also an overall main effect for di fficulty of \up0 \expndtw0\charscalex108 transaction.\par\pard\qj \li1020\ri0\sb0\s l-210\slmult0\fi170 \up0 \expndtw0\charscalex109 There was no significant intera ction between participants\u8217? \line \up0 \expndtw0\charscalex115 emotional intelligence and service provider emotional \line \up0 \expndtw0\charscalex1 11 intelligence. Schutte\par\pard\qj \li1020\sb0\sl-210\slmult0 \par\par d\qj \li1020\ri0\sb25\sl-210\slmult0 \up0 \expndtw0\charscalex104 \ul0\nosupersu b\cf5\f6\fs18 customers may be appreciative of both moderate and high \l ine \up0 \expndtw0\charscalex108 levels of service provider emotional intelligen ce. but may have limited the external \line \up0 \expndtw0\charscalex105 generalizability of the resul ts. Similarly. Participants viewed \line \up0 \e xpndtw0\charscalex116 video clips and were not truly engaged in a servi ce \line \up0 \expndtw0\charscalex111 transaction.\par\par d\qj \li1020\ri0\sb0\sl-210\slmult0\fi170 \up0 \expndtw0\charscalex110 Some cau tion should be employed in interpreting the \line \up0 \expndtw0\charscale x113 results of this study.

M.444\par\pard\ql \li6349\sb0\sl-207\slmult0 \par\pard\ql \li416\sb32\ sl-207\slmult0 \up0 \expndtw0\charscalex108 \ul0\nosupersub\cf5\f6\fs18 proposed by Caruso and Wolfe (2001). CA.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex112 Bass. \par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex108 San Francisc o. Vol. and Maul. \u8220?The role of job control as a moderator\par\pard\ql \li586 \sb4\sl-207\slmult0 \up0 \expndtw0\charscalex114 of emotional dissonance and emotional intelligence-\par\pard\ql \li586\sb2\sl-207\slmult0 \up0 \expndtw-1\ charscalex100 outcome relationships\u8221?.E. future r esearch \line \up0 \expndtw0\charscalex106 might examine the effect of level of emotional intelligence of \line \up0 \expndtw0\charscalex107 service providers o n different customer population groups.. (2000). and emotional\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \e xpndtw0\charscalex104 intelligence of transformational leaders\u8221?. and Daus. (2002). Goleman (1995. in R . Berrett-Koehler. 16 9-84. and Weisinger\par\pard\ql \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charsca lex104 (1998). Hartel.\par\pard\ql \li416\sb4\sl-207 \slmult0 \up0 \expndtw0\charscalex105 1998). B. Finally.\ul0\nosupersub\cf4\f5\fs18 Journal of Management\ul0\nosupersub\cf5\f6\fs18 . the next step \line \up0 \expndtw0\charscalex105 might b e to investigate what impact systematic emotional \line \up0 \expndtw0\cha rscalex110 intelligence training of employees has on the satisfaction of \line \ up0 \expndtw0\charscalex106 customers served by the employees. emotional intelligence of employees may be a factor in\par\pard\q l \li416\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex106 organizational success.\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 pp. \up0 \expndtw0\charscalex111 2 8.\par\pard\q l \li6349\sb0\sl-241\slmult0 \par\pard\ql \li416\sb36\sl-241\slmult0 \up0 \expnd tw-3\charscalex100 \ul0\nosupersub\cf9\f10\fs21 References\par\pard\ql \li416\sb 111\sl-207\slmult0 \up0 \expndtw0\charscalex108 \ul0\nosupersub\cf5\f6\fs18 Abra ham. Muchinsky (200 0). \up0 \expndtw0\charscalex10 8 134. J . Vol. The findings of the present study lend\par\pard\ql \li416\sb4\sl-207\slmult0 \u p0 \expndtw0\charscalex105 support to theoretically-based claims of the im portance of\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex114 service provider emotional intelligence in determining\par\pard\ql \li416\s b3\sl-207\slmult0 \up0 \expndtw0\charscalex106 customer satisfaction. \up0 \expndtw0\charscalex113 (2002).S.\ul0\nosupersub\cf4\f5\fs18 Journa l of Psychology\ul0\nosupersub\cf5\f6\fs18 .\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex109 Ashkana sy.\ul0\nosupersub\cf4\f5\fs18 Emotional Value: Creat ing\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw-1\charscalex100 Strong Bonds with Your Customers\ul0\nosupersub\cf5\f6\fs18 . N. \up0 \expndtw0\charscalex114 \u8220?C ognitive. 307-38 . for example the impact of ability to \line \up0 \expndtw0\charscalex108 re cognize a customer\u8217?s emotions as separate from the ability \line \up0 \exp ndtw0\charscalex109 to regulate the customer\u8217?s emotions. \line\tab \up0 \expndtw0\charscalex106 O verall.\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 pp. R. (2000). as\par\pard\column \ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li634 9\sb0\sl-172\slmult0 \par\pard\ql \li1808\sb158\sl-172\slmult0 \up0 \expndtw0\ch arscalex100 \ul0\nosupersub\cf11\f12\fs15 Journal of Services Marketing\par\pard \ql \li1513\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Volume 19 · Number 7 · 2005 · 438 .J.M.\par\pard\ql \li416\sb2\sl-207\slmult0 \up0 \expndtw-2\charscalex100 Barlow. Cherniss (2000).e present results in a field study of real \line \up0 \expndtw0\charscal ex104 service encounters. D. social. C.\par\pard\ql \li586\sb4\sl -207\slmult0 \up0 \expndtw0\charscalex106 \u8220?Diversity and emotion: the new frontiers in organizational\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw0 \charscalex104 behavior research\u8221?. Future resear ch might \line \up0 \expndtw0\charscalex111 also tease out the specific impact of each specific aspect of \line \up0 \expndtw0\charscalex111 emotional intellig ence. C. If an experimental field study shows a \line \ up0 \expndtw0\charscalex107 similar patterns of results for the impact of servic e providers\u8217? \line \up0 \expndtw0\charscalex107 emotional intelligence on customer satisfaction. the results of this study examining the role of \line \up0 \exp ndtw0\charscalex115 service-provider emotional intelligence in determining \ line \up0 \expndtw0\charscalex114 customer satisfaction provided some eviden ce that.

NJ. (1992). A.\par\pard\ql \li416\sb3\sl-207\slmu lt0 \up0 \expndtw0\charscalex107 Carmeli. pp. (Eds). Mahwah.\ul0\nosupersub\cf4\f5\fs18 Emot ional Intelligence in Everyday Life\ul0\nosupersub\cf5\f6\fs18 . San Francisco. R. (2003). Forgas.E. \u8220?The relationship between emotional\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charsc alex110 intelligence and work. (2001). \up0 \expndtw0\charscalex113 \u8220?Evaluating service encounter:\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charsc alex115 The effects of physical surroundings and employee\par\pard\ql \li5 86\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex103 responses\u8221?. and Parker. D. p p. Vol. Philadelph ia. P. J.\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex1 10 NJ. pp.\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 Lawrence Erlbaum.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex106 C aruso. V. 105-18. and Rhee. (Eds). and\par\pard\ql \li586\sb3\sl-207\slmult0 \ up0 \expndtw0\charscalex100 Mayer. 19.\par\pard \ql \li416\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex113 Bitner. \up0 \expndtw0\char scalex115 (2002).iggio. Vol.K .\par\pard\ql \li586\sb2\sl-207\slmult0 \up0 \expndtw-2\charscalex100 and Murphy. 788-813. \u8220?Emotional intelligence\par\pard\ql \l i586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex113 in the workplace\u8221?.\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscale x112 \u8220?Emotional intelligence and emotional leadership\u8221?.D.\ul0\nosupersub\cf4\f5\fs18 Journal of Consumer Rese arch\ul0\nosupersub\cf5\f6\fs18 . (Eds). and Hui.E. K. \up0 \expndtw0\charscalex108 (Eds). (1982).\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expn dtw0\charscalex105 Danaher. and Surprenant. pp. 54. and Salovey.\ul0\nosupersub\cf4\f 5\fs18 Multiple\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw-4\charsca lex100 Intelligences and Leadership\ul0\nosupersub\cf5\f6\fs18 .D. M. P.P. R. \u8220?The ecological validity\par\pard\ql \li586\sb4\sl-207\slmult0 \ up0 \expndtw0\charscalex106 of photographic slides and videotapes in simul ating the\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw-4\charscalex100 s ervice setting\u8221?. 343-62. and Murphy. (Eds). \u8220?Social and emotional competence in\par\pard\q l \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex112 the workplace\u8221?. CA. J.\ par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex107 \u8220?Cluste ring competence in emotional intelligence\u8221?. C. \up0 \expndtw0\charscalex112 (2000). D.A. J.\par\pard \ql \li586\sb3\sl-207\slmult0 \up0 \expndtw-2\charscalex100 \ul0\nosupersub\cf4\ f5\fs18 Journal of Managerial Psychology\ul0\nosupersub\cf5\f6\fs18 .\par\par d\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 pp. Lawrence Er lbaum.D.. Vol.\par\pard\ql \ li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 Bateson.\par\pard\ql \li586\sb3\sl-207\slmult0 \u p0 \expndtw0\charscalex102 \ul0\nosupersub\cf4\f5\fs18 The Handbook of Emotio nal Intelligence\ul0\nosupersub\cf5\f6\fs18 .R. Mayer. (1996).J. S.J. \u8220?An investigation\par\pard\ql \li586\sb3\sl-2 07\slmult0 \up0 \expndtw0\charscalex107 into the determinants of customer satisf action\u8221?.\par\pard\ql \li 586\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex107 Psychology Press. R.A .. M. in Bar-\par\pard\ql \li586\sb3 \sl-207\slmult0 \up0 \expndtw-1\charscalex100 On. Mahwah. pp. G. attitudes. pp.S. 18.\ul0\nosuper sub\cf4\f5\fs18 Journal of Marketing\ul0\nosupersub\cf5\f6\fs18 .\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charsca lex110 Caruso. behavior and outcomes\u8221?. pp. \up0 \ expndtw0\charscalex115 (1990). 271-82. R. 491-504. and Wolfe. C. in Ciarrochi.\ul0\nosupersub\cf4\f5\fs18 Multiple Intelligences and Le adership\ul0\nosupersub\cf5\f6\fs18 .J. Jossey-Bass.E. 433-58. i n Bar-On. E. 55-74. J. J. (2000).\par\ pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex114 in Riggio. S..\p ar\pard\ql \li416\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex107 Churchill.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscale x110 Cherniss. Goleman. J.R. J.A. C. \up0 \expndtw0\charscalex109 19. 150-68.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex116 Boyatz is. R. 69-82.D. CA. and Haddrell. and Parker.\par\pard\ql \li586\ sb4\sl-207\slmult0 \up0 \expndtw0\charscalex109 San Francisco.\u l0\nosupersub\cf4\f5\fs18 The Handbook of Emotional\par\pard\ql \li586\sb3\sl-2 07\slmult0 \up0 \expndtw0\charscalex103 Intelligence\ul0\nosupersub\cf5\f6\fs18 . PA. Jossey-Bass.\ul0\nosupersub\cf4\f5\fs18 Journal of\par\pard\ql \li586\sb4\sl207\slmult0 \up0 \expndtw-1\charscalex100 Marketing Research\ul0\nosupersub\cf5\ f6\fs18 . D. pp. Vol. \u8220?A compar .

NY.\par\pard\ql \li416\sb2\ sl-207\slmult0 \up0 \expndtw0\charscalex110 Goleman.1.20). V ol. J.45824. New York.45824. \u8220?Se x differences in effects \line\tab \up0 \expndtw0\charscalex108 of social and value similarity in same-sex friendship\u8221?.\par\pard\qj \li1020\ri0\sb0\sl-230\slmult0\tx1190\ tx1190 \up0 \expndtw0\charscalex109 Hill. 426. Vol. (2003).\ul0\nosupersub\cf4\f5\fs 18 Journal of Managerial Psychology\ul0\nosupersub\cf5\f6\fs18 .45824.45824. \line\tab . D. and Aitken. 488-502.\par\pard\ql \li586\ sb3\sl-207\slmult0 \up0 \expndtw-5\charscalex100 \ul0\nosupersub\cf4\f5\fs18 Int ernational Journal of Service Industry Management\ul0\nosupersub\cf5\f6\fs18 . \up0 \expndtw0\charscalex103 (1995).20). \par\pard\qj \li1020\ri0\sb0\sl-230\slmult0\tx1190\tx1190 \up0 \expndtw0\charsca lex108 Lemmink.4. \up0 \expndtw0\charscalex111 41.1.\par\pard\ql \li1190\sb19\sl-207\slmult0 \up0 \expnd tw0\charscalex109 pp.(4819.20).ison of\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expndtw0\charscalex108 ques tion scales used for measuring customer satisfaction\u8221?.24577.16384.45824. (1981).\ul0\nosupersub\cf4\f5\fs18 Emotiona l Intelligence\ul0\nosupersub\cf5\f6\fs18 .\ul0\nosupersub\cf4\f5\fs18 Working with Emotional Intelligen ce\ul0\nosupersub\cf5\f6\fs18 . 7. and Mattsson.(4819.(0.0).(0. \up0 \expndtw0\charscalex110 18.(0.\par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li20\sb151\sl-207\slmult0 \up0 \expndtw-7\charscalex100 \ul0\nosup ersub\cf4\f5\fs18 442 {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz399\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.\par\pard\ql \li416\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex112 Goleman.45824. Schutte\par\pard\qj \li1020\ri0\sb220\sl-230\slmult0\tx 1190\tx1190 \up0 \expndtw0\charscalex106 \ul0\nosupersub\cf5\f6\fs18 Higgs. \up0 \expndtw-3\charsca lex100 (1998).\ par\pard\ql \li1190\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex109 pp. J. Vol. \u8220?Employee behaviour. P.0)}} {\sp{\sn pSegmentInfo}{\sv 2. \line \tab \up0 \expndtw-2\ charscalex100 \ul0\nosupersub\cf4\f5\fs18 Journal of Personality and Social Psychology\ul0\nosupersub\cf5\f6\fs18 .4.10.45824. (2002).32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz401\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.20).45824. C. M.0)}} {\sp{\sn pSegmentInfo}{\sv 2. D. 814-23. Bantam.(0.1.(4819.E.16384.0).\par\pard\ql \li586\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex110 pp. \u8220?An exploration of the \line\tab \up0 \expn dtw0\charscalex107 relationship between emotional intelligence and leadership \l ine \tab \up0 \expndtw0\charscalex100 potential\u8221?.(4819.1. D.1.\par\pard\ql \li586\sb4\sl-207\slmult0 \up0 \expn dtw0\charscalex105 Bantam.24577.T.10.\par\pard\ql \li586\sb4\s l-207\slmult0 \up0 \expndtw0\charscalex103 New York. NY.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g6}{\bkmkend Pg6}\par\pard\sect\sectd\sbknone\cols2\colno1\colw5893\colsr60\coln o2\colw6087\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall y Kernbach and Nicola S. and Stull.1.

\ul0\nosupersub\cf4\f5\fs18 Handbook\par\pard\q j \li1190\ri0\sb2\sl-230\slmult0 \up0 \expndtw0\charscalex101 of Intelligence\ul 0\nosupersub\cf5\f6\fs18 .J. L.J. \up0 \ex pndtw0\charscalex109 (1997). \up0 \expndtw-4\charscalex100 (1999).D. L..\par\pard\ql \li1020\sb1\sl-203\slmult0 \up0 \expn dtw0\charscalex112 Muchinsky.W. New York. in Sternberg. Salovey. NY.\par\pard\ql \li1190\sb1\sl-205\slmult0 \up0 \expndtw0\c harscalex109 pp.H.. J. (1990). \up0 \expnd tw0\charscalex109 pp. J. (Eds). 159-71. S. \up0 \expndtw0\charscalex113 (1995). 30.. Cambridge University Press. \up0 \expndtw0\charscalex107 \u8220?What is emoti onal\par\pard\ql \li1190\sb23\sl-207\slmult0 \up0 \expndtw0\charscalex112 intell igence?\u8221?. \u8220?Emotional intelligence\u8221?..\par\pard\ql \li1020\sb1\sl-203\slmult0 \up0 \expndtw0\charscalex118 Price. 3-31. P. 396-420. New York. D. \up0 \expndtw0\charscalex 107 Wadsworth/Thomson. NY.M. (2002).W. Hall.M. \up0 \e xpndtw0\charscalex109 3.\ul0\nosup ersub\cf4\f5\fs18 International Journal of Retail & Distribution\par\pard \ql \li1190\sb1\sl-207\slmult0 \up0 \expndtw0\charscalex100 Management\ul0\nosup ersub\cf5\f6\fs18 . L. F. N. pp. Golden. 34-63. J.M. and Hamrick. E.\up0 \expndtw0\charscalex107 feelings of warmth and customer perception i n service \line \tab \up0 \expndtw-3\charscalex100 encounters\u8221?.D..\par\pard\ql \li1190\sb23\sl-20 7\slmult0 \up0 \expndtw0\charscalex109 pp.\ul0\nosupersub\cf4\f5\fs18 Handbook of Positive Psycho logy\ul0\nosupersub\cf5\f6\fs18 . J.E. \ul0\nosupersub\cf4\f5\fs18 Journal of Career Assessment\ul0\nosupersub\cf5 \f6\fs18 . D.L.. \up0 \expndtw0\charscalex11 1 (Eds). 287-307.\par\pard\qj \li1190\ri0\sb6\sl-230\slmult0 \up0 \expndtw0\charscalex106 \u8220?Consumers\u8217? emotional responses to serv ice encounters: \line \up0 \expndtw0\charscalex103 the influence of the service provider\u8221?. Arnould.W. \u8220?Models of \line\tab \up0 \expndtw0\charscalex104 emotional intelligence\u 8221?. \line\tab \up0 \expndtw-3\charscalex100 \ul0\nosupersub\cf 4\f5\fs18 Imagination. (Ed. \up0 \expndtw0\charscalex113 11.).D. P. E. S.J.\par\pard\ql \li1020\ri0\sb11\sl-222\slmult0\fi170\tx1190\tx1190 \up0 \e xpndtw-3\charscalex100 \ul0\nosupersub\cf4\f5\fs18 Emotional Development a nd Emotional Intelligence: \line\tab \up0 \expndtw0\charscalex100 Educatio nal Implications\ul0\nosupersub\cf5\f6\fs18 .R. 18-33. in Snyder.J. and Personality\ul0\nosupersub\cf5\f6\fs18 . and \line \tab \up0 \expndtw-2\charscale x100 Lopez.\par\par d\qj \li1020\ri0\sb0\sl-230\slmult0\tx1190 \up0 \expndtw0\charscalex108 Schutte.. 6 No. \line\tab \up0 \expndtw 0\charscalex111 Cooper.. Vol.. Oxford\par\pard\ql \li1190\sb3\sl-207\slmult0 \up0 \expndtw0\charscalex106 University Press. D. \line\tab \up0 \expndtw0\charscalex108 Gibson. CA. Vol. NY. New York. C. and Caruso. Drost. 3. C. and Dornheim. Belmont. \up0 \expndtw-2\charscalex100 9 \up0 \expndtw0\charscalex108 No. D. P. IL. Basic. Vol. \line \tab \up0 \expndtw0\charscalex 109 \u8220?An investigation of personality traits in relation to career\par\pard \ql \li1190\sb2\sl-207\slmult0 \up0 \expndtw0\charscalex102 satisfaction\u8221?.. and Deibler. \li ne \up0 \expndtw0\charscalex109 Mayer.\ul0\nosupersub\cf4\f5\fs18 International Journal \line \up0 \ expndtw-1\charscalex100 of Service Industry Management\ul0\nosupersub\cf5\f6\fs1 8 . and Caruso.D. Chicago. J. Malouff.\par\pard\ql \li1020\sb1\sl-204\slmult0 \up0 \expndtw0\charscalex108 Myers.D.L. pp. L..S.\par\pard\qj \li1190\ri0\sb0\sl-230\slmult0\fi0 \up0 \expn . J. P. A.. pp.L. pp. and Salovey.J.\par\pard\ql \li1020\sb3\sl-2 07\slmult0 \up0 \expndtw0\charscalex105 Mayer. R. Mayer. (2003). (2000). Haggerty. P. J.\ul0\nos upersub\cf4\f5\fs18 Psychology Applied to Work:\par\pard\qj \li1190\ri0\sb5 \sl-230\slmult0 \up0 \expndtw-4\charscalex100 An Introduction to Industrial and Organizational Psychology\ul0\nosupersub\cf5\f6\fs18 .\par\pard\qj \li1020\ri0\sb0\sl-230\slmul t0\tx1190\tx1190 \up0 \expndtw0\charscalex113 Lounsbury. in Salovey. P. Sundstrom. 185-211.T.\par\pard\qj \li1020\ri0\sb0\sl-230\slmult0\tx1190 \ up0 \expndtw0\charscalex105 Salovey. American Marketing \up0 \expndtw0\cha rscalex106 Association. Vol. and Sluyter. \up0 \expndtw0\charscalex102 (2000). \u8220?The positive \line\tab \up0 \expndtw0\charscalex106 psychology of emotion al intelligence\u8221?. Cognition. \up0 \expndtw0 \charscalex109 (1998). Loveland.\par\pard\qj \li1020\ri0\sb0\sl-230\slmult0\tx1190\tx11 90 \up0 \expndtw0\charscalex105 Salovey. J .\ul0\n osupersub\cf4\f5\fs18 Measuring Customer Satisfaction: Hot\par\pard\qj \li1 190\ri0\sb6\sl-230\slmult0 \up0 \expndtw-4\charscalex100 Buttons and Other Measu rement Issues\ul0\nosupersub\cf5\f6\fs18 . J. and Mayer.

167-77. 25 . \up0 \expndtw0\charscalex109 pp. pp.F. to \up0 \expndtw0\ch arscalex107 150\par\pard\ql \li416\sb11\sl-207\slmult0 \up0 \expndtw0\charscalex 104 people. San Francisco.444\par\pard\qj \li416\ri1673\sb224\sl-249\slmult0 \up0 \e xpndtw0\charscalex104 \ul0\nosupersub\cf9\f10\fs21 Executive summary and implica tions for \up0 \expndtw0\charscalex101 managers and executives\par\pard\ql \li41 6\sb118\sl-207\slmult0 \up0 \expndtw-8\charscalex93 \ul0\nosupersub\cf4\f5\fs18 This summary has been provided to allow managers and executives\par\pard\ql \li4 16\sb13\sl-207\slmult0 \up0 \expndtw-3\charscalex100 a rapid appreciation of the content of this article. C. and manage\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex110 one\u8217?s own and others\u8217? emotions. \up0 \expndtw0\charscalex115 (1995). Vol. Those with a\par\pard\ql \li416\sb13\sl-207\slmult0 \u p0 \expndtw-7\charscalex100 particular interest in the topic covered may then re ad the article\ul0\nosupersub\cf5\f6\fs18 in\par\pard\ql \li416\sb13\sl-207\slm ult0 \up0 \expndtw-8\charscalex94 toto\ul0\nosupersub\cf4\f5\fs18 to take advan tage of the more comprehensive description of the\par\pard\ql \li416\sb13\sl-207 \slmult0 \up0 \expndtw-6\charscalex100 research undertaken and its results to ge t the full benefits of the\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw8\charscalex96 material present. \line\tab \up0 \expndtw0\charscalex106 Grees on.\ul0\nosupersub\cf4\f5\fs18 European Journal of Market ing\ul0\nosupersub\cf5\f6\fs18 .S. T. 34. N. \ up0 \expndtw0\charscalex111 \u8220?Service encounter satisfaction:\par\pard\ ql \li1190\sb6\sl-207\slmult0 \up0 \expndtw0\charscalex100 conceptualized\u8221? . (2000).dtw0\charscalex104 \u8220?Development and validation of a measure of emot ional \up0 \expndtw-3\charscalex100 intelligence\u8221?. J. 5-14.. Jedlicka. H. 399-417. CA. 3/4. \up0 \expndtw0\charscalex109 9.. Vol. facilitate thought and problem solving through the\par\pard\ql \li416\sb13\sl-20 7\slmult0 \up0 \expndtw0\charscalex111 use of emotion. \up0 \expndtw-2\charscalex 100 (1998).\par\pard\qj \li1020\ri0\sb0\ sl-230\slmult0\tx1190\tx1190 \up0 \expndtw0\charscalex105 Winsted.\ul0\nosupersub\cf4\f5\f s18 Personality and Individual Differences\ul0\nosupersub\cf5\f6\fs18 .\par\pard\column \ql \li6349\sb0\sl-172\slmult0 \par\pard \ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li1808\sb158\sl-172\slmult0 \up0 \e xpndtw0\charscalex100 \ul0\nosupersub\cf11\f12\fs15 Journal of Services Marketin g\par\pard\ql \li1513\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Volume 1 9 · Number 7 · 2005 · 438 .\par\pard\ql \li1190\sb23\sl-2 07\slmult0 \up0 \expndtw0\charscalex110 pp. \u p0 \expndtw0\charscalex108 Walker.. \line \tab \up0 \expndt w0\charscalex115 (2001).M.L. E. and Wendorf. 141. \tab \up0 \expndtw0\charscalex115 \u8220?Emotional in telligence and interpersonal\par\pard\qj \li1020\ri0\sb0\sl-208\slmult0\fi17 0 \up0 \expndtw-3\charscalex100 relations\u8221?.\ul0\nosupersub\cf4\f5\fs18 Emotional Intelligence at Work\u l0\nosupersub\cf5\f6\fs18 . Malouff .\par\pard\qj \li1020\ri0\sb0\sl-230\sl mult0\tx1190\tx1190\tx1985 \up0 \expndtw0\charscalex117 Schutte. C. J. understand the cause s of emotion and\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charsc alex107 relationships between emotional experiences.. Kernbach and Schutte\par\pard\ql \li416\sb13\sl-207\ slmult0 \up0 \expndtw0\charscalex114 examined the influence of service prov ider emotional\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex 109 intelligence on customer satisfaction by playing.. Vol.\ul0\nosupersub\cf4\f5\fs18 Jo urnal of Social Psychology\ul0\nosupersub\cf5\f6\fs18 . \u8220?Service behaviors that lead to satisfied \line\tab \up0 \expndtw-2\charsc alex100 customers\u8221?. \line \tab \up0 \expndtw0\cha rscalex108 pp. G. K. Coston.\par\pard\ql \li1190\sb24\sl-207\slmult0 \up0 \expndt w0\charscalex104 Jossey-Bass. No. 523-36. video clips depicting a service provider displaying\par\pard\ . C.\par\pard\ql \li6349\sb0\sl-207\slmult0 \par\par d\ql \li416\sb198\sl-207\slmult0 \up0 \expndtw0\charscalex118 \ul0\nosupersub\cf 5\f6\fs18 What emotional intelligence is\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex104 Emotional intelligence consists of the ability to: perceive one\u8217?s\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\chars calex104 own and others\u8217? emotions and accurately to express one\u8217?s ow n\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex108 emotions. Bobik.\par\pard\ql \li1020\sb1\sl-207 \slmult0 \up0 \expndtw0\charscalex107 Weisinger..\ul0\nosupersub\cf4\f5\fs18 Journal of Services Marketing\ul0\nosupersub\c f5\f6\fs18 . Vol. Rhodes.

such that there was greater customer satisfaction\par\ pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex110 in difficult tra nsactions.ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex107 three different level s of emotional intelligence in high or low\par\pard\ql \li416\sb13\sl-207\slmult 0 \up0 \expndtw0\charscalex105 service difficulty transactions. while when the service provider shows a medium \par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex116 level of emotional intelligence. when the\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charsc alex113 transaction is difficult. other factors such as\par\pard\ql \li416\sb13\sl-20 7\slmult0 \up0 \expndtw0\charscalex111 transaction difficulty can emerge to affect customer\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\ch arscalex105 satisfaction and the difficult transactions enable customers\p ar\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex105 to perceive t he displayed emotional intelligence of the service\par\pard\ql \li416\sb13\sl-20 7\slmult0 \up0 \expndtw0\charscalex103 provider. when the service provider\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndt w0\charscalex109 showed a medium level of emotional intelligence.\par\pard\ql \li4 16\sb196\sl-207\slmult0 \up0 \expndtw0\charscalex117 How service providers\u8217 ? emotional intelligence affects\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \ex pndtw0\charscalex120 customers\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expn dtw0\charscalex105 The results reveal that customers are more satisfied when the y\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex106 deal with service providers with high emotional intelligence. because the\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\cha rscalex105 emotional reactions of both the service provider and customer\par\par d\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex110 may be more intense in difficult transactions. When the service p rovider shows\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex10 8 either high or low levels of emotional intelligence. However. his or her\par\pard\ql \l i416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex109 emotional intelligence may overshadow other aspects of the\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \ex pndtw0\charscalex106 interaction. With simple\par\pard\ql \ li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex108 transactions.\par\pard\ql \li586\sb2\sl-20 7\slmult0 \up0 \expndtw0\charscalex109 The researchers also found that the emoti onal intelligence\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscal ex102 of service providers significantly interacts with the level of\par \pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex106 difficulty of t he service transaction. the emotional\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex107 intelligence of the service provider is more important in\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex 112 difficult transactions than in simple ones. there was low\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex107 satisfaction when the se rvice provider showed low emotional\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex110 intelligence. this interaction\par\pard\ql \li416\sb12\sl-207 \slmult0 \up0 \expndtw0\charscalex110 did not clearly support the predictio n that. There was also an overall main effect for difficulty of\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\c harscalex108 transaction. One reason might b e that. there was progressively more satisfaction at\par\pard\ql \li416\sb13\sl-207\slmult0 \ up0 \expndtw0\charscalex106 each higher level of emotional intelligence of the service\par\pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex1 12 provider. It may be that difficult transactions\par\pard\ql \li416\sb13\sl-207\ . Moreove r. customers may appreciate both\par\pard\q l \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex105 moderate and high l evels of emotional intelligence on the\par\pard\ql \li416\sb13\sl-207\slmul t0 \up0 \expndtw0\charscalex106 part of the service provider. but no significant difference in sat isfaction\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscalex107 be tween the high and medium levels of service provider\par\pard\ql \li416\ sb13\sl-207\slmult0 \up0 \expndtw0\charscalex108 emotional intelligence. there was\par\ pard\ql \li416\sb13\sl-207\slmult0 \up0 \expndtw0\charscalex115 more satisfacti on for a difficult transaction than in a\par\pard\ql \li416\sb13\sl-207\s lmult0 \up0 \expndtw0\charscalex106 straightforward one. With difficult transactions.

45824.20).20).(0.1.20).20).slmult0 \up0 \expndtw0\charscalex106 make the customer and service provider feel more connected.1.10.(4819.45824.0).(0.1.\par\pard\ql \li416\sb12\sl-207\slmult0 \up0 \expndtw0\charscale x108 and so lead to greater satisfaction.(0.4.24577. However.45824.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz392\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.45824.(4819.(0. Schutte\par\pard\qj \li1020\ri301\sb219\sl-230\slmult0\ fi170 \up0 \expndtw0\charscalex108 \ul0\nosupersub\cf5\f6\fs18 Previous researc h has shown that people generally prefer \line \up0 \expndtw0\charscalex108 rel ationship partners who show social characteristics similar \line \up0 \expndtw0\ charscalex112 to their own.45824.16384.4.45824.0)}} {\sp{\sn pSegmentInfo}{\sv 2.45824.16384.1. One possible reason is that a \line \up0 \expndtw0\charscalex109 match between the characteristi cs of the customer and those\par\pard\qj \li1020\ri302\sb0\sl-230\slmult0 \up0 \ expndtw0\charscalex113 of the service provider is not very important in brief re tail \up0 \expndtw0\charscalex108 encounters.24577. the authors found no sign ificant\par\pard\qj \li1020\ri301\sb0\sl-230\slmult0 \up0 \expndtw0\charscalex10 9 interaction between participants\u8217? emotional intelligence and \line \up0 \expndtw0\charscalex104 that of the service provider.\par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm .45824.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24\paperw12180\paperh15760\pard\sb0\sl-240{\bkmkstart P g7}{\bkmkend Pg7}\par\pard\sect\sectd\sbknone\cols2\colno1\colw6289\colsr60\coln o2\colw5691\colsr160\ql \li1020\sb0\sl-172\slmult0 \par\pard\ql \li1020\sb0\sl-1 72\slmult0 \par\pard\ql \li1598\sb158\sl-172\slmult0 \up0 \expndtw0\charscalex10 2 \ul0\nosupersub\cf11\f12\fs15 The impact of service provider emotional intelli gence\par\pard\ql \li2235\sb91\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Sall y Kernbach and Nicola S.(4819.1.\par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li20\sb152\sl-207\slmult0 \up0 \expndtw-7\charscalex100 \ul0\nosu persub\cf4\f5\fs18 443 {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz390\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.0).1.10. Kernbach and Schutte tested the idea that the\par\pa rd\qj \li1020\ri301\sb0\sl-230\slmult0 \up0 \expndtw0\charscalex102 high emotio nal intelligence of a service provider may have \line \up0 \expndtw0\char scalex106 most effect on customers who are similarly high in emotional \line \up 0 \expndtw0\charscalex111 intelligence.0)}} {\sp{\sn pSegmentInfo}{\sv 2.(4819.

45824.1.1.(4819.(4819.16384.45824.4.20).20).20).(0.45824.) {\shp {\*\shpinst\shpleft1020\shptop969\shpright5839\shpbottom989\shpfhdr0\shpbx page\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz64\shplid0 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.1. Su pplied by Marketing \up0 \expndtw-6\charscalex100 Consultants for Emerald.45824.32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }} {\shp {\*\shpinst\shpleft6349\shptop969\shpright11168\shpbottom989\shpfhdr0\shpb xpage\shpbypage\shpwr3\shpwrk0\shpfblwtxt1\shpz66\shplid1 {\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{ \sn geoRight}{\sv 4819}}{\sp{\sn geoBottom}{\sv 20}} {\sp{\sn pVerticies}{\sv 8.ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb0\sl-207\slmult0 \par\pard\ql \li5953\sb0\sl-207\slm ult0 \par\pard\ql \li5953\sb115\sl-207\slmult0 \up0 \expndtw-7\charscalex100 \ul 0\nosupersub\cf4\f5\fs18 444\par\pard\column \ql \li6349\sb0\sl-172\slmult0 \par \pard\ql \li6349\sb0\sl-172\slmult0 \par\pard\ql \li1412\sb158\sl-172\slmult0 \u p0 \expndtw0\charscalex100 \ul0\nosupersub\cf11\f12\fs15 Journal of Services Mar keting\par\pard\ql \li1117\sb90\sl-172\slmult0 \up0 \expndtw-4\charscalex100 Vol ume 19 · Number 7 · 2005 · 438 .32768} } {\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\s p{\sn fLine}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 1}}{\s p{\sn fBehindDocument}{\sv 1}}{\sp{\sn lineColor}{\sv 0}} }}\par\pard\sect\sectd\fs24} .24577.(0.45824. Resea rchers could also examine the \up0 \expndtw0\charscalex108 specific impact o f each aspect of emotional intelligence.(0.444\par\pard\ql \li6349\sb0\sl-207\slmult0 \par\pard\ ql \li20\sb32\sl-207\slmult0 \up0 \expndtw0\charscalex119 \ul0\nosupersub\cf5\f6 \fs18 Looking to the future\par\pard\qj \li20\ri812\sb2\sl-209\slmult0 \up0 \exp ndtw0\charscalex108 Kernbach and Schutte suggest that future research cou ld \up0 \expndtw0\charscalex112 examine what impact systematic emotional in telligence \up0 \expndtw0\charscalex117 training of employees has on the s atisfaction of the \up0 \expndtw0\charscalex105 customers they serve.10.\par\pard\qj \li2 0\ri813\sb210\sl-209\slmult0 \up0 \expndtw-6\charscalex100 \ul0\nosupersub\cf4\f 5\fs18 (A précis of the article \u8220?The impact of service provider emotional \u p0 \expndtw-6\charscalex100 intelligence on customer satisfaction\u8221?.45824.16384.0). and \up0 \expndtw0\charscalex104 the e ffect of the level of emotional intelligence of service \up0 \expndtw0\c harscalex108 providers on different customer population groups.0)}} {\sp{\sn pSegmentInfo}{\sv 2.(4819.45824.(0.0)}} {\sp{\sn pSegmentInfo}{\sv 2.24577.1.10.(4819.4.45824.20).0).1.1.

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