The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b
by Israel Boxer, Gabor Rekettye
International Journal of Services and Operations Management (IJSOM), Vol. 8, No. 2, 2011

Abstract: In a pioneering attempt to integrate the relative impact of rational ('innovation in service') with emotional ('emotional intelligence') dimensions to evaluate the customer's commitment and loyalty to the firm, this research, using two statistical methods, was conducted among the customers and employees of the Logistic Solutions Company in order to examine the relations between the customers' perception of both emotional intelligence and innovation in the company's services. The findings indicate that the relation between emotional intelligence and innovation increased the perceived value of service in the customers' eyes, leading to higher affective commitment and increased loyalty to the company.

Online publication date: Wed, 11-Mar-2015

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