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1. Introduction
As the concept of emotional intelligence (EI) aces managerial discussions (Goleman, 1995) and catches fire in the corporate world, the educational institutions that play the role of backyard kitchens for future executives should seek to play their role in the constant evolution process. This research paper focusses on the importance of EI as a factor affecting the human, managerial and educational fields and highlights the necessity of having high emotional intelligent teachers in the universities to be able to increase students’ customer satisfaction (SCS).
Could the level of education be increased by employing high EI teachers which might lead to higher emotionally intelligent students and thus better graduates and high customer satisfaction (Woodruff, 1997)? Universities seeking this path need to focus on this aspect of their operational functions as their mere financial inflows rely on this satisfied customer called student. To do so, involving the service provider, the teacher becomes focal. The question remains whether the level of EI of the teachers, with their classroom interactivity, personality, actions, emotional involvement, and classroom environment creation, can lead to generating the desired customer satisfaction at the student level through stimulating their EI?
The significance of the study is to identify a new tool that can positively enhance the human side of future executives, the survival and the improvement of the universities’ image. Investigating these relationships links between EI of teachers and improving the behaviour of students in class as the challenge that the researchers are attempting to dwell into.
The following sections include a review of the pertinent literature, methods and results, academic and managerial implications and conclusions.
2. Literature review
EI attempts to study why a person succeeds and another fails in life, regardless of their cognitive abilities, and how some with less skills and abilities perform and succeed more than some of the better equipped (Bradberry and Greaves, 2009). As the missing link is neither intelligence nor education or knowledge, researchers are looking into other dimensions. Psychologists are looking into determining and measuring behaviour and personality traits, while others are suggesting EI as the answer.
2.1 Emotional intelligence
EI is concerned with the way people understand, manage and express their own emotions as well as other people’s felt emotions (Cherniss, 2004). It includes...