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Sahu, Tapas Lata
- Relationship between Demographic Variables and Emotional Intelligence among Bank Employees - A Study
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Authors
R. P. Das
1,
Tapas Lata Sahu
1
Affiliations
1 Institute of Management, Pt. Ravishankar Shukla University, Raipur, IN
1 Institute of Management, Pt. Ravishankar Shukla University, Raipur, IN
Source
Asian Journal of Management, Vol 5, No 2 (2014), Pagination: 196-201Abstract
The present study intends to examine the relationship between demographic variables and emotional intelligence of bank employees. The relationship between selected demographic factors like age, gender, educational qualification, marital status, income and experience with emotional intelligence was examined. Emotional intelligence was measured through the scale developed by Schutte.et.al (1998) containing 33 items. Questionnaire was distributed randomly to 100 respondents who were bank employees. Z-test was performed to test the hypothesis showing significant relationship between emotional intelligence and demographic variables. Results indicate that there exists a significant relationship between demographic variables and emotional intelligence.
References
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- Role of Frontline Employees in Building Sustainable Customer Relationship-A Theoretical Approach
Abstract Views :368 |
PDF Views:0
Authors
Tapas Lata Sahu
1,
R. P. Das
2
Affiliations
1 Berhampur University, Odisha, IN
2 MATS University, Raipur, Chhattisgarh - 492010, IN
1 Berhampur University, Odisha, IN
2 MATS University, Raipur, Chhattisgarh - 492010, IN
Source
Asian Journal of Management, Vol 8, No 4 (2017), Pagination: 1347-1350Abstract
The basic prerequisite of any business is to know who are their customers, what are their needs and preferences, how their needs and preferences are fulfilled, are they satisfied with products and services offered and are they willing to further continue their relationship with the organization. In fact, there are several factors which influence the service performance; one of the most neglected issues by the organizations is role of frontline employees in service industries. Carlzon (1987) figured this interaction so important that he called it ‘the moment of truth’. Through this interaction, only a customer experiences the service delivered and develops perception about service performance of an organization. Hence, service providers are required to be friendly, sympathetic and adaptive towards the needs and expectations of their customers. The present study theoretically accesses the role of frontline employees, who are regarded as spokespeople in the company customer interaction, as well as being influential in the level of satisfaction of the customers.Keywords
Frontline Employees, Customer Relationship Management, Service Industry, Customer Satisfaction.References
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