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Questions and Answers
What is the definition of service culture as per Grönroos 2007?
What is the definition of service culture as per Grönroos 2007?
- A culture where good service is considered an occasional practice rather than a natural way of life
- A culture where good service is appreciated only by external customers and not by internal customers
- A culture where good service is not valued by everyone in the organization
- A culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customers is considered by everyone a natural way of life and one of the most important values (correct)
What does emotional intelligence involve?
What does emotional intelligence involve?
- The ability to understand and manage emotions, including self-awareness, self-regulation, social skills, empathy, and motivation (correct)
- The ability to express emotions inappropriately
- The ability to understand emotions of others without managing one's own emotions
- The ability to recognize and understand your own emotions only
What does self-awareness in emotional intelligence involve?
What does self-awareness in emotional intelligence involve?
- Being aware of others' actions, moods, and emotions
- Being aware of the effect of your actions, moods, and emotions on other people (correct)
- Being unaware of your own emotions
- Being unaware of the effect of your actions on other people
What is self-regulation in emotional intelligence about?
What is self-regulation in emotional intelligence about?
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What motivates emotionally intelligent individuals?
What motivates emotionally intelligent individuals?
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Study Notes
Service Culture
- Service culture is a long-term, customer-oriented approach to managing an organization, where the focus is on creating a climate and a set of values that supports and rewards customer-centric behavior, according to Grönroos (2007).
Emotional Intelligence
- Emotional intelligence involves the ability to recognize and understand emotions in oneself and others, and to use this awareness to guide thought and behavior.
Self-Awareness
- Self-awareness in emotional intelligence involves recognizing and understanding one's own emotions, strengths, weaknesses, and motivations, and their impact on behavior and performance.
Self-Regulation
- Self-regulation in emotional intelligence is about controlling one's own emotions, impulses, and behaviors, and adapting to changing situations.
Motivation
- Emotionally intelligent individuals are motivated by a desire to achieve, to take responsibility, and to make a positive impact on others.
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