Emotional intelligence in front-line/back-office employee relationships

• Published in: The Journal of services marketing Vol. 31; no. 2; pp. 185 - 199
• Main Authors: Kearney, Treasa, Walsh, Gianfranco, Barnett, Willy, Gong, Taeshik, Schwabe, Maria, Ifie, Kemefasu
• Format: Journal Article
• Language: English
• Published: Santa Barbara Emerald Publishing Limited 01.01.2017; Emerald Group Publishing Limited
• Subjects: Business metrics; Business to business commerce; Citizenship; Customer satisfaction; Customer services; Emotional intelligence; Emotions; Employees; Influence; Job satisfaction; Salespeople; Studies; Customer service employees; Organizational performance; Matched data; Emotional intelligence; Moderation; Citizenship behaviours

Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line sale...