Name: Emotional Management for Quality Service (en Inglés)
SKU: 66314079
Price: 66.42 USD
Availability: InStock
Author: González Márquez, Paola Deniz; García García, Griselda

portada Emotional Management for Quality Service (en Inglés)

Emotional Management for Quality Service (en Inglés)

Formato

Libro Físico

Editorial

Our Knowledge Publishing

Autor

González Márquez, Paola Deniz; García García, Griselda

Idioma

Inglés

N° páginas

Encuadernación

Tapa Blanda

Dimensiones

22.9x15.2x0.4 cm

ISBN13

9786208844257

Emotional Management for Quality Service (en Inglés)

González Márquez, Paola Deniz; García García, Griselda (Autor) · Our Knowledge Publishing · Tapa Blanda

Libro Nuevo Importado

Envío: 16 a 23 días háb.

$ 120.76$ 66.42

-45%

Costos de importación incluídos en el precio ✅

Libro Nuevo

Quedan más de 100 unidades

$ 66.42

Llega entre el 15 Sep y el 28 Sep a Quito, Pichincha. Seleccionar ubicación

Agregar a lista de deseos

Reseña del libro "Emotional Management for Quality Service (en Inglés)"

The objective of this empirical research was to strengthen the emotional intelligence of employees in order to improve the quality, attention and customer service in the Domuss cafeteria and restaurant. The study was qualitative with a narrative design and a population of four female participants. The instruments used were the Tets TMMS-24 (Trait Meta-Mood) adapted by Fernández et al. (2004) and a semi-structured interview technique based on Goleman's five emotional skills. The results showed that three participants were placed at a high level and one at a very high level in terms of their emotional intelligence, in relation to the emotional states in the dimension of perception, participants two and four obtained high levels, and participant three obtained a level just within the medium range; in understanding, participants one, three and four were placed at the medium level and participant two obtained a low level In addition, through the semi-structured interview it was identified that the collaborators express their emotional intelligence in customer service through the skills of empathy and active listening.