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Keywords: Emotional intelligence
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Journal Articles
Emotional intelligence and self-efficacy as mediators in the relationship between transformational leadership and proactive customer service performance
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International Journal of Quality and Service Sciences (2025) 17 (1): 25–47.
Published: 26 November 2024
...Praveen Kumar Sharma; Rajeev Kumra Purpose This study aims to explore the relationship between transformational leadership and proactive customer service performance (PCSP) in the airline industry, considering self-efficacy and emotional intelligence as mediators. Design/methodology/approach...
