The main purpose of this research study was to determine, which emotional intelligence competencies are important from the customers perspective. Sales representatives need to build strong relationships in order to maintain long-term business relationships. Customer satisfaction relates to a customers emotional experience during the service encounter and that service providers with high emotional intelligence should be better able to create a positive emotional experience for customers. The customers opinions were requested as to which emotional intelligence dimensions are important to them and whether the different customers within various buying units have different opinions on the subject of emotional intellligence competencies. The dimension of the Bar-on Emotional Quotient Inventory was used as the basis for the questionnaire design. Respondents were asked to rate the various emotional intelligence dimensions. Copyright / Dissertation (MBA)--University of Pretoria, 2010. / Gordon Institute of Business Science (GIBS) / unrestricted
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:up/oai:repository.up.ac.za:2263/23235 |
| Date | 16 March 2010 |
| Creators | Radmanovic, Milan |
| Contributors | Ms N Kleyn, upetd@up.ac.za |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Dissertation |
| Rights | © 2008, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
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