Revenue and Profitability Maximization through Emotional Intelligence. Emotional Intelligence and Business Excellence

      Аннотация: The impact of Emotional Intelligence (EI) on Extended Service Profit Chain (E-SPC) model in a telecom service industry. An empirical study was conducted validating the power of EI interlinked with on E-SPC and its effects on revenue and profitability in service sectors. The study examined the suitability and usefulness in service industry by collecting feedback about various attributes from Original Equipment Manufacturers (OEM), Service Providers (SP) and End Users satisfaction (EUS), by using a carefully crafted hypothesis. A thorough statistical analysis of the surveyed data was made to validate the assumptions and the soundness of three-tier architecture of SPC. The upshot of this study is that EI, acting as a pivotal background concept in the E-SPC model, integrates influences and reinforces many attributes spanning over three major players, in a way that brings to force the internal dynamics of interactions among the relevant entities in the system.

Ключевые слова: Emotional Intelligence, Profitability, Service Profit Chain, Customer satisfaction, Innovation, Business Excellence