HCBE Theses and Dissertations

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Date of Award

2010

Document Type

Dissertation - NSU Access Only

Degree Name

Doctor of Business Administration (DBA)

Department

H. Wayne Huizenga School of Business and Entrepreneurship

Advisor

Paul Dion

Committee Member

James Barry

Committee Member

Leann Mischel

Abstract

The best service providers assure the highest levels of service quality. Frontline service providers need organizational commitment, emotional intelligence, and employee satisfaction to provide excellent service delivery. The research study reviews emotional intelligence, organizational commitment, and employee satisfaction within a Business to Business service organization. A literature review provides a theoretical base of constructs. A survey is used to measure the entire frontline organization, seeking results to support the hypothesis that higher service quality is related to emotional intelligence, organizational commitment, and employee satisfaction. The study offers future research potential on the role of frontline service providers to service quality. A review of the results, limitations, and future research implications are discussed.

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