The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight: A Case on Bahrain

The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight: A Case on Bahrain

Suhaila Al Hashemi (University of Bahrain, Bahrain) and Zahra Haji (University of Bahrain, Bahrain)
Copyright: © 2012 |Pages: 19
DOI: 10.4018/978-1-61350-089-7.ch009

Abstract

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.
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Research Objectives

The research examined the relationship between components of emotional intelligence (self-awareness, self-management, social awareness and social skills) identified by Goleman (2000), knowledge management and customer satisfaction, with the following objectives in mind:

  • 1.

    Overview of emotional intelligence from different perspectives, its importance and relationship with knowledge management

  • 2.

    The way emotional intelligence and knowledge management can be used at work to enhance employee and customer satisfaction. The research investigates levels of emotional intelligence of leaders in Bahrain and how it affects customer satisfaction.

  • 3.

    The importance of emotional intelligence in strengthening customer relationships and creating customer delight. Cultural factors are investigated throughout the research.

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