The Role of Exporters’ Emotional Intelligence in Building Foreign Customer Relationships

Leonidou, Leonidas C.; Aykol, Bilge; Fotiadis, Thomas; Zeriti, Athina; Christodoulides, Paul

doi:10.1177/1069031x19876642

Cited by 17 publications

(22 citation statements)

References 157 publications

(212 reference statements)

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“…In the context of international business management, like other investigations, our research reinforced the importance and the central role of the top managers' psychological characteristics [26,27], as well as its importance in their networking behavior [22,28,29]. Networks are an important phenomenon in SMEs' internationalization, where top managers are faced with a lot of network relationships in the performance of their international roles.…”

Section: Introductionsupporting

confidence: 76%

The Effect of Emotional and Cultural Intelligences on Networks’ Behaviors in International SMEs: Evidence from Portugal

Cabral

Carvalho

Ferreira

2020

Behavioral Sciences

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The major purpose of this research was to study the predictive value of the top managers’ psychological characteristics regarding their networking behavior. In the international business management context of small- and medium-sized enterprises, we took the top managers’ cultural intelligence and emotional intelligence as determinant capabilities to perform better in their external networking. The sample was composed of 307 Portuguese SMEs’ international decision-makers, specifically founders, owners, chief executive officers (CEOs), managers of international activities, international market managers, or commercial managers. The data was collected from 2–30 April 2019 through online surveys directed to the Portuguese decision-makers that were directly responsible for the firms’ international activities. As a data collection instrument, the surveys were pretested and sent by e-mail. The average age of the participants was approximately 50 years old for males and 45 years old for females. We used self-reported measures to assess the different constructs and the hierarchical regression analysis to test our hypotheses. The results showed that cultural intelligence and emotional intelligence were significant drivers of decision-makers’ external networking behavior. A new factor structure concerning external networking behavior was retained. The major results exhibited the predictive value of some cultural and emotional intelligence dimensions over the new retained external networking behavior factors. Therefore, in the international business management context, the capability to adapt to new cultural contexts, as well as the capability to reason about emotions, improved the international decision-makers’ external networking behavior.

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Section: Introductionsupporting

confidence: 76%

The Effect of Emotional and Cultural Intelligences on Networks’ Behaviors in International SMEs: Evidence from Portugal

Cabral

Carvalho

Ferreira

2020

Behavioral Sciences

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“…As already referred, Sapienza et al [75] stressed that the international contacts are important to promote growth opportunities and to avoid threatening situations. Taking this into account and due to the fact that networking relationships are influenced by individual differences [145], we took emotional intelligence and cultural intelligence as influential capabilities for the top managers' networking behaviors due to the fact that EI facilitates better interactions [146], better communications, and social bonds with international actors [138]; and CQ facilitates multicultural interactions [142], beneficial business situations [139], and quality interactions with others [61]. Hence, as discussed, we suggested networks as a mediator.…”

Section: Discussionmentioning

confidence: 99%

“…Therefore, in this paper, we took EI as an important psychological characteristic of top managers within the international business context e.g., [138]. Firms' internationalization is imbued with a relational character, a fact that immediately exalts the value of managers' emotional abilities [65].…”

Section: Emotional Intelligencementioning

confidence: 99%

“…EI plays an important role in networks, in external networking behavior, and subsequently in SMEs' performance e.g., [66]. EI promotes better interactions with others [146], better communications, and social bonds with international actors [138]. CQ individuals are better prepared for multicultural interaction [142] and are more likely to achieve beneficial business situations for all the involved parties [139].…”

Section: Networkmentioning

confidence: 99%

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International Strategic Management: A Conceptual Model with Top Managers’ Emotional Intelligence, Cultural Intelligence, and Networking

2020

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The conceptual approach in this article follows and analyzes the holistic model of Kuivalainen, Sundqvist, Saarenketo, and McNaughton in 2012, making it analytically fitting to the SMEs’ international strategic groups concerning their international scale and scope. That model, according to our conceptual proposal, needs a methodological readjustment to an effective conformity towards the cross-sectional research. Accordingly, we presented two main considerations. First, we put together a conceptual model, fitted towards the field of top managers’ psychological characteristics as major antecedent of the firms’ international strategy. Second, the proposed conceptual model is methodologically oriented for cross-sectional studies. In relation to the antecedents, we took top managers’ emotional intelligence and cultural intelligence as distinctive capabilities of the firms’ international strategy and as major antecedents of top managers’ networking behaviors. Regarding firms’ international performance as the major conceptual model outcome, a multidimensional approach is taken with financial, strategic, and overall performance. These elements of the international firms are regarded as of major importance within the international firms’ enterprise architecture. Methodologically, we performed a bibliographic review on the fundamental concepts that we present in the model. Concerning the results, we provided a research model that raised a whole set of new leads for research with some proposals for future investigations.

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“…While establishing nurse–patient relationship, nurses with higher emotional intelligence are able to gain an in‐depth and comprehensive understanding of patients' emotions and choose effective interventions (Codier et al., 2011), thereby gaining patients' trust. Nurses with higher emotional intelligence, who excel at balancing interpersonal relationships through emotional energy and skills (Leonidou et al., 2019), tend to establish better relationships with patients. In a word, nurses with higher emotional intelligence find it easier to adapt to the climate and engage in work rationally by adjusting their state, thereby improving productivity (Geun & Park, 2019).…”

Section: Introductionmentioning

confidence: 99%

A multilevel analysis of the impact of group organisational citizenship behaviour on nurse–patient relationship: The mediating effect of work engagement and the moderating effect of emotional intelligence

Gou

Wang

et al. 2020

J Nurs Manag

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Aim To explore the cross‐level relationships between group organisational citizenship behaviour, emotional intelligence, work engagement and nurse–patient relationship. Background Group‐level factors influencing nurse–patient relationship are seldom studied. Method A cross‐sectional questionnaire survey was conducted among 1,246 nurses from 55 nursing groups in a 3A hospital in China, and the data were analysed by multilevel analysis. Results Group organisational citizenship behaviour is positively related to nurse–patient relationship with work engagement as a mediator. Emotional intelligence moderates the relationship between group organisational citizenship behaviour and nurse–patient relationship. Specifically, high emotional intelligence reduces the positive impact of group organisational citizenship behaviour on nurse–patient relationship. Conclusions This study provides new insights into the influencing factors of nurse–patient relationship based on the social information processing theory. In groups with high group organisational citizenship, positive work engagement and emotional intelligence, nurses are more likely to deliver better performance in patient care, leading to better nurse–patient relationships. Implications for Nursing Management This study suggests that influencing factors at both group and individual levels should be considered while establishing nurse–patient relationships. A positive group climate and personal ability development significantly improve patient care quality.

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The Role of Exporters’ Emotional Intelligence in Building Foreign Customer Relationships

Cited by 17 publications

References 157 publications

The Effect of Emotional and Cultural Intelligences on Networks’ Behaviors in International SMEs: Evidence from Portugal

The Effect of Emotional and Cultural Intelligences on Networks’ Behaviors in International SMEs: Evidence from Portugal

International Strategic Management: A Conceptual Model with Top Managers’ Emotional Intelligence, Cultural Intelligence, and Networking

A multilevel analysis of the impact of group organisational citizenship behaviour on nurse–patient relationship: The mediating effect of work engagement and the moderating effect of emotional intelligence

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