Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the
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Emotional Intelligence is when one is able to identify‚ assess‚ and control your own emotions those of others. EQ assessment offers a look at the creativity‚ social competence‚ and aspects of intelligence that can’t be measured in an IQ test and it offers a much better indicator of intelligence. In contrast an IQ test measures a person’s reasoning ability compared to the general population and while it’s been around since 1905 professionals are finally discovering that these test don’t truly measure
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Infant Emotional Expression Expression of Happiness and Smile Types The purpose of this paper is to describe infant expression of happiness and to inform findings of research relating to smile types in infants as well as to inform about potential relationships between smile types‚ play type and parent gender. In a professional book‚ Laura E. Berk (2002) describes how infants display emotions and how caregivers respond to them. According to Berk‚ research has been done to find out
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In the book "Emotional Intelligence" by Daniel Goleman‚ the central thesis that he tries to point out is that emotional intelligence may be more important than I.Q. in determining a person ’s well being and success in life. At first I didn ’t know what Goleman was talking about when he said emotional intelligence‚ but after reading the book I have to say that I agree completely with Goleman. One reason for my acceptance of Goleman ’s theory is that academic intelligence has little to do with
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Challenges in Maintaining System Reliability in Electrical Systems Reliability of Supply As a result of reforms in the power sector many new Distribution Companies have started their operations. Apart from improving financial viability‚ reduction of T&D losses the distribution reforms have been identified as a key area in terms for fulfilling consumers‘ expectations in terms of service delivery in the area of Reliability and Quality of power supply. Reliability and Quality of power supply were
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Feeling guilt after a completed suicide by a patient on a psychiatric ward a nurse works in does not mean that the nurse is the one to blame. The nurse just feels that she did not do enough to prevent the suicide. As a result‚ the feeling of guilt has adverse effects on the nurse if not addressed. A nurse who approaches another for the feeling of guilt should thus be helped by a professional. The nurse feeling guilt needs to be taken through the various feelings of guilt‚ shame‚ stigma‚ and anger
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Summary In this essay‚ Multiple Intelligences and Emotional Intelligence those writers David Miller Sadker and Myra Pollack Sadker claims that intelligent test is not mental for it is cultural. “Some of us grew up in communities where IQ was barely mentioned.”(p77)The world intelligence does not have universal meaning. In one culture doing something is taken as intelligent task whereas the something
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The Effects of Emotional Intelligence on Leadership Eric Rowen Chicago School of Professional Psychology Abstract This paper will encompass a discussion about emotional intelligence (E.I.)‚ its varied definitions‚ applications to leadership‚ and potential areas of concern. It begins by outlining the ability-based model of E.I. set forth by Mayer‚ Caruso‚ and Salovey and their Multifactor Emotional Intelligence Scale. Next‚ the mixed and trait-based constructs of emotional intelligence are
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Subject: S02d1 Topic: Rational and Emotional Approaches to Change Date: 17 January 2013 Introduction Leaders appear to make decisions based on what they may gain or lose in their leadership roles. This may mean being viewed as week or strong. Are they risk takers when it comes to their being viewed by their followers which goes against the status quo? Any changes may also be seen as a compromise of their values. Emotional Intelligence In 1985 Reuven Bar-on was reasearching
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Stephen Dupuis Emotional Value through Animation Childhood and family life can be greatly influenced by animated cartoons and feature films. Throughout the latter part of the twentieth century‚ animation has undergone tremendous change. Forces including technological advancement and the increasing desire for higher profits have shaped this genre and caused it to cycle through periods of dormancy and innovation. One such resurgence occurred during the late 1980’s and early 1990’s‚ a period
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