Consumer Emotional Intelligence Conceptualization,...

1 Consumer Emotional Intelligence: Conceptualization, Measurement, and the Prediction of Consumer Decision Making* *Accepted for publication to Journal of Consumer Research on 09/14/2007. 2 This research details the development of the â€Å"Consumer Emotional Intelligence Scale† (CEIS) designed to measure individual differences in consumers’ ability to use emotional information. Scale development procedures confirmed the theoretical structure of the 18-item scale. Results supported the scale’s reliability and its discriminant and nomological validity. Our consumer domain-specific measure predicted food choices better than a more domain-general alternative. Furthermore, consumer emotional intelligence predicted food choices beyond†¦show more content†¦Understanding these emotional abilities can provide a means to subsequently improve the quality of consumption decisions. In this research, we develop and validate a measure of emotional intelligence (the Consumer Emotional Intelligence Scale—CEIS ©; www.ceis-research.com) in hopes that these and other consumer issues might be thoroughly examined. In the next sections, we provide an overview of emotional intelligence (EI), ability-based models of EI, and the four-dimension structure underlying this model, along with a rationale for how the consumer domain provides a unique context in which domain-specific EI measurement is needed. 5 THEORETICAL BACKGROUND Emotional intelligence (EI) is a relatively new domain, having recently gained widespread international attention (Roberts, Zeidner, and Matthews 2001), with momentum in part because of the importance of emotion in everyday life (Goleman 1995). However, some researchers have questioned whether EI is anything more than a set of existing personality variables (Davies, Stankov, and Roberts 1998). As a result, Mayer, Salovey, and Caruso (2000) distinguished between ability models and mixed models of EI. They focused their research on the development and validation of models of emotional ability (Mayer, Caruso, and Salovey 1999) and warned that models that â€Å"mixed† abilities lacked internal consistency, since they included mental abilities along with a variety of personalityShow MoreRelatedDeng Zhaohua 2010 Understanding Customer Satisfaction And Loyalty An Empirical Study Of Mobile Instant Messages In China12018 Words   |  49 Pagescustomer satisfaction and loyalty to MIM i n China. In this study, we examine the determinants of customer satisfaction and loyalty. The ï ¬ ndings conï ¬ rm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. 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