The best service providers assure the highest levels of service quality. Frontline service providers need organizational commitment, emotional intelligence, and employee satisfaction to provide excellent service delivery. The research study reviews emotional intelligence, organizational commitment, and employee satisfaction within a Business to Business service organization. A literature review provides a theoretical base of constructs. A survey is used to measure the entire frontline organization, seeking results to support the hypothesis that higher service quality is related to emotional intelligence, organizational commitment, and employee satisfaction. The study offers future research potential on the role of frontline service providers to service quality. A review of the results, limitations, and future research implications are discussed.
| Date of Award | May 10 2010 |
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| Original language | English |
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| Supervisor | Paul Dion (Supervisor), James Barry (Advisor) & Leann Mischel (Advisor) |
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