Title: Emotional intelligence, a tool for customer satisfaction

Authors: Joelle F. Majdalani; Bassem E. Maamari

Addresses: Grenoble École de Management, 38003 Grenoble, Cedex 01, France ' Lebanese American University, P.O. Box 13-5053/F13 Beirut, 1102-2801, Lebanon

Abstract: Over the past two decades, a lot of interest has been given to the notion of emotional intelligence and its outcome in general, and more specifically, in the academic field. Many studies are linking it to customer satisfaction which is also becoming a prior concern of marketers. This paper highlights what is emotional intelligence, what are the different models of emotional intelligence, the link between emotional intelligence and education, and how having teachers with high emotional intelligence will lead to high emotional intelligence students and high customer satisfaction. This paper also discusses group work activities, and how it enhances the emotional intelligence of students and their satisfaction. The study is conducted using a well-known instrument, the Wong and Law Emotional Intelligence Scale (WLEIS) to measure emotional intelligence, and to identify changes in the emotional intelligence of students before group work and after group work.

Keywords: emotional intelligence; customer satisfaction; group work; higher education; student satisfaction.

DOI: 10.1504/JGBA.2016.076728

Journal for Global Business Advancement, 2016 Vol.9 No.3, pp.275 - 283

Received: 23 Apr 2016
Accepted: 24 Apr 2016
Published online: 23 May 2016 *

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