Title page for ETD etd-03162010-130454

Document Type Master's Dissertation
Author Radmanovic, Milan
URN etd-03162010-130454
Document Title The evaluation of emotional intelligence competencies from the customers perspective
Degree MBA
Department Gordon Institute of Business Science
Advisor Name Title
Ms N Kleyn Supervisor
  • emotional intelligence
Date 2010-03-16
Availability unrestricted

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 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.

Please cite as follows:

Radmanovic, M 2008, The evaluation of emotional intelligence competencies from the customers perspective, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-03162010-130454/ >

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