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Abstract

The article talks about the role of emotional intelligence in improving the service quality in Indian perspective. As we know that years ago there was Agricultural Age, and then came the Industrial Age, and the present is the Information Age. With emotions gaining so much of momentum world wide it could be quite possible that the coming age will be called as the age of emotional intelligence. Since it is imperative for every individual to deal and interact with co-workers successfully, emotional intelligence competency is almost as important as intelligence quotient for one's own and also for the organization's success. Intelligence skills when mixed with components of emotional Intelligence such as honesty, trust, integrity, resilience, commitment, motivation, empathy, humor, courage etc can spell huge success. More and more organizations are bringing in consultants to conduct workshops based on emotional intelligence for their employees. Management training or development programs are deemed to be incomplete these days if a discussion of emotions does not take place. Organizations have been started to be seen as emotional zones by managers .As the employees have emotions that influence their response to the world around them, this article talks about how emotional intelligence can play a pivotal role in enhancing the service quality of a firm. This article is a theoretical contribution towards the relationship of emotional intelligence with service quality which has not been studied as extensively yet and mostly the available literature focuses on relationship between emotional intelligence and leadership roles.

Keywords

Organizations, Emotional Intelligence, Customer Service, Service Quality, Service Sector.

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