Emotions Driven Excellence: How Emotional Competence of the Employees shapes Clients Satisfaction through mediation of Quality Perceptions and Customer Orientations

Abstract

Employees Emotional Competence is considered as one of the main concerned areas in services industry.  This conceptual paper presents a holistic framework of Customer Satisfaction by studying the mediating role of Service quality and Customer Orientation between Employees Emotional Competence and Customer Satisfaction. In addition, this study also highlights the role of the individual constructs of Employees Emotional Competence on Customers Satisfactions Namely Perception of the Customers Emotion, Understanding the Customers Emotions and Regulating the Customers Emotions. The study emphasized that Emotional Competence is not only an individual quality of the employees but it can also turn into a strategic assets of the service organizations thus leading to an important competitive advantage.  With the help of extensive literature review, this study proposed a holistic framework for Customer Satisfaction and its connection with the least researched concept of Employees Emotional Competence.  The current study aims to provide a holistic model of customer satisfaction while prior studies have focused on narrow scope and have failed to provide the integrated approach covering all aspects related to customer satisfaction. Through this holistic model, this study will not only contribute to the existing theoretical body of knowledge but will also contribute to fill the gap in the services marketing literature in terms of emotional competencies of the front line employees of the services sectors.