The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight

2011 ◽  
pp. 146-164
Author(s):  
Suhaila Al Hashemi ◽  
Zahra Haji
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Management ◽  
Customer Satisfaction ◽  
Corporate Culture ◽  
Gulf Region ◽  
Customer Delight

The research found a relationship between emotional intelligence, knowledge management, and customer satisfaction. National and corporate culture influenced such relationship. The findings of this research therefore add a new dimension (namely, national and corporate culture in the Gulf Region) to the concepts of emotional intelligence, knowledge management, and customer satisfaction.

scholarly journals The role of emotional service in the restaurant business

2022 ◽  
pp. 164-167
Author(s):  
N. A. Ofitserova
Keyword(s):  
Emotional Intelligence ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Work Performance ◽  
Positive Emotions ◽  
Emotional State ◽  
Communicative Competence ◽  
Point Of View ◽  
Emotional States

The article considers the restaurant business from the point of view of not only the entrepreneurial aspect, but also the service aspect, which is fundamental. The reasons why people visit restaurants have been revealed. In addition to physical need, restaurants are an element of cognition and a way of experiencing positive emotions. The importance of the restaurant business in shaping people’s positive emotional state has been formulated. Two forms of emotional labor of an employee and the influence of emotional states on work performance have been highlighted. The role of emotional intelligence and communicative competence in customer satisfaction with a restaurant visit has been determined. The importance of developing emotional intelligence has been concluded. Recommendations for its development has been formulated. 

scholarly journals Modeling the mediating roles of self-directed learning and knowledge management processes between emotional intelligence and learning outcomes in higher education

PLoS ONE ◽  
2021 ◽  
Vol 16 (7) ◽  
pp. e0255177
Author(s):  
Zahid Shafait ◽  
Muhammad Asif Khan ◽  
Yuriy Bilan ◽  
Judit Oláh
Keyword(s):  
Higher Education ◽  
Emotional Intelligence ◽  
Knowledge Management ◽  
Learning Outcomes ◽  
Self Directed Learning ◽  
Mediating Role ◽  
Management Processes ◽  
Directed Learning ◽  
The Relationship

Objective: Drawing on the knowledge-based view and ability-based theories of emotional intelligence (EI), in this study, we investigate the effects of EI on learning outcomes related to academics and administrators in Chinese research universities and we also test the direct association between learning outcomes and creative performance. In addition, we examine the mediating role of self-directed learning (SDL) and knowledge management processes (KMPs) on the relationship between EI and learning outcomes. Methods: The sample, for this study, consisted of 547 academic and administrative personnel at Chinese higher educational institutions (HEIs), and the hypothesized associations were examined through partial least squares structural equation modeling. Results: Our results indicated that EI has no significant influence on learning outcomes. However, an indirect relationship between EI and learning outcomes is established through SDL and KMPs. Conclusions: This study strengthens the professional understanding of EI and supports that the personnel at HEIs should value SDL and KMPs, which in turn enhances their learning outcomes. Although EI has received increased importance in higher education institutions, there are few studies that have investigated the relationship of EI, SDL, KMP, and learning outcomes. This is one of the initial studies that has empirically examined the interface of EI and learning outcomes in HEIs and also provides timely insights into the understanding of the mediating role of SDL and KMP.

scholarly journals Emotional Intelligence, Knowledge Management Processes and Creative Performance: Modelling the Mediating Role of Self-Directed Learning in Higher Education

2021 ◽  
Vol 13 (5) ◽  
pp. 2933
Author(s):  
Zahid Shafait ◽  
Zhu Yuming ◽  
Natanya Meyer ◽  
Włodzimierz Sroka
Keyword(s):  
Higher Education ◽  
Emotional Intelligence ◽  
Knowledge Management ◽  
Creative Performance ◽  
Self Directed Learning ◽  
Mediating Role ◽  
Management Processes ◽  
Directed Learning ◽  
Knowledge Management Processes

Grounded on the Knowledge Based View (KBV), this study examines the effects of a knowledge management enabler (Emotional Intelligence) on knowledge management processes (KMPs) in research universities. It investigates the direct effect of KMPs on creative performance. This study further examines the mediating role of Self-directed Learning in a relationship between KMPs and creative performance. This study used a sample frame of 248 academic and administrative personnel from Higher Education Institutions (HEIs) in Pakistan. The relationships were tested through a partial least squares structural equation modelling method. The results reveal that Emotional Intelligence (EI) as an enabler has a positive and significant impact on KMPs. However, a direct relation between self-directed learning and creative performance is insignificant. Also, established associations were found to be positive and significant. This study’s findings validate the academic experience of EI and suggest how academics and administrators of HEIs can value KMPs and the self-directed learning that strengthens creative performance. With the increased importance of EI and KMPs in HEIs, there is a lack of studies investigating the relationship between EI, KMPs and creative performance. This study empirically examines the interface of EI, KMPs and creative performance in HEI’s and enriches the existing literature by exploring the mediating role of self-directed learning.

scholarly journals Impact of Emotional Intelligence and Knowledge Management on Organizational Performance: Mediating Role of Organizational Learning

2016 ◽  
Vol 3 (3) ◽  
pp. 12-17
Author(s):  
Qasim Ali Nisar ◽  
Hifza Mubeen ◽  
Hira Ashraf
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Management ◽  
Organizational Learning ◽  
Organizational Performance ◽  
Structural Equation ◽  
Business Environment ◽  
Survey Method ◽  
Cross Sectional ◽  
Mediating Role

Due to globalization and uncertainty in business environment, organizations need to adapt and update their knowledge to remain competitive and innovative and to enhance their productive level. Moreover, Emotional intelligence is vital and accountable factor that determine the victory in life. Such factor plays a significant part in workplace by influencing the collaboration between managers and employees. However, present study is undertaken to scrutinize the influence emotional intelligence, knowledge management on the performance level of organization with mediating role of organizational learning. Current study is descriptive and cross-sectional. Sample size is 150 and simple random sampling method is used. Questionnaire survey method has used. Structural Equation Modelling (SEM) used to support and prove the hypothesis statistically. Results of study enlightened that there is significant positive relationship between emotional intelligence, and organizational performance. Moreover, knowledge management also significantly associated with organizational performance. Furthermore, findings revealed that organizational learning significantly and partially mediates the relationship between emotional intelligence and performance as well as knowledge management and organizational performance. Therefore, Emotional Intelligence and Knowledge are important inputs and organizational learning is the key practice, which enhances the performance and output of any organization.

An Expanded Model of the Effects of Organizational Culture upon the Acceptance of Knowledge Management

2011 ◽  
pp. 72-88 ◽  
Author(s):  
Nancy C. Shaw ◽  
Francis D. Tuggle
Keyword(s):  
Knowledge Management ◽  
Corporate Culture ◽  
Peace Corps ◽  
Private University ◽  
Behavioral Pattern ◽  
Future Research ◽  
Daily Pattern ◽  
The World Bank ◽  
The World

Knowledge management (KM) entails several benefits for those organizations that practice it successfully. However, the success of KM is predicated on the organization possessing a suitable corporate culture. We present a model of a generic worker’s daily pattern of behaviors and examine whether or not this behavioral pattern is or is not conducive to the ready implementation of a KM system. Next, we expand upon that model to exhibit the role of corporate culture, especially as manifested in 13 different variables. The expanded model is corroborated by using it to explain why two organizations successfully adopted KM (The World Bank, and RWD Technologies, Inc.) and why two organizations were unsuccessful in their attempts to adopt KM (The Peace Corps, and a Private University). We conclude by offering suggestions for fruitful lines of future research.

scholarly journals Relationship Between Motivation-enhancing HR Practices and Customer Satisfaction: The Mediating Role of Emotional Intelligence

2021 ◽  
Vol 4 (2) ◽  
pp. 421-433
Author(s):  
Sarah Azhar ◽  
Farhan Sarwar ◽  
Shoukat Ali
Keyword(s):  
Emotional Intelligence ◽  
Customer Satisfaction ◽  
Performance Management ◽  
Structural Equation ◽  
Equation Modeling ◽  
Bank Branches ◽  
Mediating Role ◽  
Hr Practices ◽  
And Performance

This study describes and expounds link between motivation-enhancing HR practices (M-HRM) and customer satisfaction (CS). Motivation-enhancing HR practices include compensation & incentive (CI) and performance management (PM).The mediation of emotional intelligence (EI) is verified between the M-HRM and CS. The research was directed on 126 bank branches operational in Punjab (Pakistan) with 467 banking employees and 934 customers. The process of statistical analysis was performed by Structural equation modeling (SEM). A substantial relationship amongst all the variables of study (i.e. M-HRM, EI and CS) was established. It was clinched resultantly, that M-HRM exert impact on CS, through EI in direct as well as indirect ways.

scholarly journals THE ROLE OF KNOWLEDGE AND KNOWLEDGE MANAGEMENT IN RUSSIAN CORPORATIONS

2021 ◽  
pp. 178-187
Author(s):  
Эмир Русланович Цицкиев ◽  
Ольга Викторовна Данилова
Keyword(s):  
Knowledge Management ◽  
Corporate Culture ◽  
Current Knowledge ◽  
World Knowledge ◽  
Management Tools ◽  
Effective System ◽  
Information And Communication ◽  
Strategic Goals ◽  
Knowledge Management Tools

В статье рассматриваются актуальные методы и программы управления знаниями, объединяющие организационные, интеллектуальные и технологические компоненты. В современном мире знания стали ключевым ресурсом и предоставляют организациям возможности адаптироваться к неопределенности внешней среды. Целью данной публикации является исследование практики менеджмента знаний в отечественных корпорациях и разработка предложений по формированию эффективного инструментария управления знаниями в крупных компаниях с учетом их производственной специфики и стратегических целей. Элементами научной новизны являются предлагаемые автором научно - практические рекомендации по развитию комплекса инструментария управления знаниями в компаниях, которые позволят создавать эффективную информационно - коммуникационную систему, формировать и рационально перераспределять организационные и производственные ресурсы, выстраивать действенную систему мотивации и корпоративной культуры. The article discusses current knowledge management methods and programs that combine organizational, intellectual and technological components. In today's world, knowledge has become a key resource and allows organizations to adapt to the uncertainty of the external environment. The purpose of this publication is to study the practice of knowledge management in Russian corporations and develop proposals for the formation of effective knowledge management tools in large companies, taking into account their production specifics and strategic goals. The scientific and practical recommendations proposed by the author for the development of a set of knowledge management tools in corporations will allow to create an effective information and communication system, form and rationally redistribute organizational and production resources, build an effective system of motivation and corporate culture

Social Support, Emotional Intelligence, and Posttraumatic Stress Disorder Symptoms

2016 ◽  
Vol 37 (1) ◽  
pp. 31-39 ◽  
Author(s):  
Nicole L. Hofman ◽  
Austin M. Hahn ◽  
Christine K. Tirabassi ◽  
Raluca M. Gaher
Keyword(s):  
Social Support ◽  
Posttraumatic Stress Disorder ◽  
Emotional Intelligence ◽  
Protective Factors ◽  
Posttraumatic Stress ◽  
Stress Disorder ◽  
Traumatic Events ◽  
Ptsd Symptoms ◽  
The Relationship

Abstract. Exposure to traumatic events and the associated risk of developing Posttraumatic stress disorder (PTSD) symptoms is a significant and overlooked concern in the college population. It is important for current research to identify potential protective factors associated with the development and maintenance of PTSD symptoms unique to this population. Emotional intelligence and perceived social support are two identified protective factors that influence the association between exposure to traumatic events and PTSD symptomology. The current study examined the mediating role of social support in the relationship between emotional intelligence and PTSD symptoms. Participants included 443 trauma-exposed university students who completed online questionnaires. The results of this study indicated that social support mediates the relationship between emotional intelligence and reported PTSD symptoms. Thus, emotional intelligence is significantly associated with PTSD symptoms and social support may play an integral role in the relationship between emotional intelligence and PTSD. The current study is the first to investigate the role of social support in the relationship between emotional intelligence and PTSD symptoms. These findings have important treatment and prevention implications with regard to PTSD.

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