TY - JOUR
T1 - Emotional intelligence and perceived negative emotions in intercultural service encounters
T2 - Building and utilizing knowledge in the banking sector
AU - Thrassou, Alkis
AU - Santoro, Gabriele
AU - Leonidou, Erasmia
AU - Vrontis, Demetris
AU - Christofi, Michael
PY - 2020/2/26
Y1 - 2020/2/26
N2 - Purpose: This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach: To reach the paper’s goal, a qualitative approach through semi-structured interviews conducted in the context of the banking industry is developed and presented. Findings: The findings presented and discussed the “perception of emotion” and the building of corresponding knowledge about ICSEs. Specifically, FSEs and foreign customers were found to be capable of perceiving negative emotions, both their own and of others. The authors further identified an array of emotions and feelings that facilitate the understanding of how ICSEs can be managed and improved. The findings finally highlight the degree and nature of the importance of building and storing knowledge on ICSEs soft processes, which are termed a key asset for service companies. Originality/value: An encounter between a service provider and a customer of different cultural backgrounds can become complex and critical. Despite this, there is not enough empirical evidence neither on the socio-psychological processes that take place during these encounters nor on how different ethnic groups develop interpersonal trust within the service sector. This research offers empirical insights regarding the means of detecting emotions and of improving the quality and management of knowledge on ICSE.
AB - Purpose: This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach: To reach the paper’s goal, a qualitative approach through semi-structured interviews conducted in the context of the banking industry is developed and presented. Findings: The findings presented and discussed the “perception of emotion” and the building of corresponding knowledge about ICSEs. Specifically, FSEs and foreign customers were found to be capable of perceiving negative emotions, both their own and of others. The authors further identified an array of emotions and feelings that facilitate the understanding of how ICSEs can be managed and improved. The findings finally highlight the degree and nature of the importance of building and storing knowledge on ICSEs soft processes, which are termed a key asset for service companies. Originality/value: An encounter between a service provider and a customer of different cultural backgrounds can become complex and critical. Despite this, there is not enough empirical evidence neither on the socio-psychological processes that take place during these encounters nor on how different ethnic groups develop interpersonal trust within the service sector. This research offers empirical insights regarding the means of detecting emotions and of improving the quality and management of knowledge on ICSE.
KW - Banking sector
KW - Emotional intelligence
KW - Intercultural service encounters
KW - Knowledge management
KW - Negative emotions
UR - http://www.scopus.com/inward/record.url?scp=85085236720&partnerID=8YFLogxK
U2 - 10.1108/EBR-04-2019-0059
DO - 10.1108/EBR-04-2019-0059
M3 - Article
AN - SCOPUS:85085236720
SN - 0955-534X
VL - 32
SP - 359
EP - 381
JO - European Business Review
JF - European Business Review
IS - 3
ER -