Show simple item record

dc.contributor.authorPrentice, Catherine
dc.date.accessioned2019-11-27T01:19:09Z
dc.date.available2019-11-27T01:19:09Z
dc.date.issued2019
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2019.07.001
dc.identifier.urihttp://hdl.handle.net/10072/389321
dc.description.abstractDrawing upon the conceptualisation of emotional intelligence and the theory of emotional contagion, this research examines the influence of employee emotional intelligence on job satisfaction, turnover intention, and customer response with a focus on the service encounter between casino dealers and gaming customers. The study was undertaken in 22 Macao casinos. Data were collected from both casino dealers and table games supervisors. The results show that emotional intelligence has a significant effect on dealer job satisfaction and turnover intention, and that job satisfaction fully mediates the link between emotional intelligence and dealer turnover intention. Dealer emotional intelligence is also significantly related to customer response. Dealer job satisfaction and turnover have significant impacts on customer response. Discussion and implications are highlighted for researchers and practitioners.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom344
dc.relation.ispartofpageto351
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume51
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchHuman resources and industrial relations
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3505
dc.titleManaging service encounters with emotional intelligence
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationPrentice, DC, Managing service encounters with emotional intelligence, Journal of Retailing and Consumer Services, 2019, 51, pp. 344-351
dc.date.updated2019-11-14T11:30:32Z
gro.hasfulltextNo Full Text
gro.griffith.authorPrentice, Catherine


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record