Service skills for service workers: emotional intelligence and beyond

Philip E. Varca (Department of Management & Marketing, University of Wyoming, Laramie, Wyoming, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2004


This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile. These abilities dovetail with previous work discussing service provider characteristics, yet offer a more detailed and behaviorally oriented view of the worker skills that ensure effective service encounters. Implications for understanding service demands and staffing a workforce with the skills needed to deliver quality service are discussed.



Varca, P. (2004), "Service skills for service workers: emotional intelligence and beyond", Managing Service Quality: An International Journal, Vol. 14 No. 6, pp. 457-467.

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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