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Emotional intelligence: fundamental competencies for enhanced service provision

Philip Bardzil (Project Manager at the Centre for Organizational Psychology at the Manchester School of Management, UMIST, Manchester, UK)
Mark Slaski (Department of Psychology at the University of Hertfordshire, Hatfield, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 2003



This article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as encapsulating many of the key competences involved in creating and maintaining a positive climate for services. The conceptual basis of EQ is examined in some detail, in addition to its practical measurement. Research is reviewed which suggests that EQ can be developed, and which provides support for the argument that higher levels of EQ within organizations will facilitate the appropriate conditions for a positive climate for services to emerge. It is argued that measurement of EQ should form part of the selection process, for management and customer‐facing staff, and that development of emotional intelligence should be incorporated into staff training programs.



Bardzil, P. and Slaski, M. (2003), "Emotional intelligence: fundamental competencies for enhanced service provision", Managing Service Quality: An International Journal, Vol. 13 No. 2, pp. 97-104.




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