Emotional Intelligence of Service Quality and Behavioural Outcomes of Patients An Empirical Study
Keywords:
Service quality, emotional intelligence, values, satisfaction, re-patronage intentionAbstract
Delivery of service quality become building blocks for their market supremacy, while other firms delivery of service become stimulating blocks for their own exit in the marketing sphere, and they go unnoticed. The authors aim to answer these questions by comparing, contrasting and synthesising ideas by review and also by statistically analysing the moderating effects of emotional intelligence of values on the relationship between service quality and behavioural outcomes of consumers (satisfaction, re-patronage intention and positive word-of-mouth communication) in the hospital services context. Emotional intelligence is considered to be important to lead a happy and successful life. The results indicate that values perform more as a predictor than as a moderator between service quality and behavioural outcomes of Patients.
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