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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.

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.