The University of Southampton
University of Southampton Institutional Repository

Effects of an emotional intelligence training program on service quality of bank branches

Effects of an emotional intelligence training program on service quality of bank branches
Effects of an emotional intelligence training program on service quality of bank branches
Purpose: the purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by employees who have received such training.

Design/methodology/approach: employees of five branches of a large public‐sector bank in Iran are randomly selected as the “treatment group” to undertake a tailored eight‐session EI training program, while employees of another homogenous sample of five branches are selected as the “control group” (involving no EI training). EI is measured by the ECI‐2 instrument before and after training. Two samples of customers (150 customers of the “treatment branches” and 150 customers of the “control branches”) are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.

Findings: one of four dimensions of EI (“relationship management”) is found to be enhanced by EI training. Moreover, the EI training program is shown to result in improved service quality in terms of both overall service quality and its four dimensions (“reliability”, “responsiveness”, “assurance”, and “empathy”).

Research limitations/implications: operational constraints prevented a second assessment of the EI of employees in the control group. The post‐training evaluations had to be conducted shortly after the training finished, thus preventing an assessment of longer‐term effects.

Originality/value: this is one of the first studies to have undertaken empirical investigation of the effectiveness of EI training in a service setting.
552-567
Beigi, Mina
2986037e-5bb3-4ec0-be55-bf291ac17e24
Shirmohammadi, Melika
d0967cb1-0c2b-454a-ba78-d7a4152ab6dd
Beigi, Mina
2986037e-5bb3-4ec0-be55-bf291ac17e24
Shirmohammadi, Melika
d0967cb1-0c2b-454a-ba78-d7a4152ab6dd

Beigi, Mina and Shirmohammadi, Melika (2011) Effects of an emotional intelligence training program on service quality of bank branches. Managing Service Quality, 21 (5), 552-567. (doi:10.1108/09604521111159825).

Record type: Article

Abstract

Purpose: the purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by employees who have received such training.

Design/methodology/approach: employees of five branches of a large public‐sector bank in Iran are randomly selected as the “treatment group” to undertake a tailored eight‐session EI training program, while employees of another homogenous sample of five branches are selected as the “control group” (involving no EI training). EI is measured by the ECI‐2 instrument before and after training. Two samples of customers (150 customers of the “treatment branches” and 150 customers of the “control branches”) are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.

Findings: one of four dimensions of EI (“relationship management”) is found to be enhanced by EI training. Moreover, the EI training program is shown to result in improved service quality in terms of both overall service quality and its four dimensions (“reliability”, “responsiveness”, “assurance”, and “empathy”).

Research limitations/implications: operational constraints prevented a second assessment of the EI of employees in the control group. The post‐training evaluations had to be conducted shortly after the training finished, thus preventing an assessment of longer‐term effects.

Originality/value: this is one of the first studies to have undertaken empirical investigation of the effectiveness of EI training in a service setting.

Full text not available from this repository.

More information

Published date: 2011

Identifiers

Local EPrints ID: 413191
URI: https://eprints.soton.ac.uk/id/eprint/413191
PURE UUID: 4f8e7189-52e2-4b01-8d49-6f46362d92fa
ORCID for Mina Beigi: ORCID iD orcid.org/0000-0002-4866-7205

Catalogue record

Date deposited: 17 Aug 2017 16:30
Last modified: 05 Nov 2019 01:27

Export record

Altmetrics

Download statistics

Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.

View more statistics

Atom RSS 1.0 RSS 2.0

Contact ePrints Soton: eprints@soton.ac.uk

ePrints Soton supports OAI 2.0 with a base URL of https://eprints.soton.ac.uk/cgi/oai2

This repository has been built using EPrints software, developed at the University of Southampton, but available to everyone to use.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.

×