ULOGA EMOCIONALNE INTELIGENCIJE U ODNOSIMA SA KORISNICIMA U DIGITALNOM OKRUŽENJU
THE ROLE OF EMOTIONAL INTELLIGENCE IN CUSTOMER RELATIONSHIP IN THE DIGITAL ENVIRONMENT
Author(s): Slađana Babić, Marko Babić, Ružica Đervida, Radmila BojanićSubject(s): Economy, Psychology, Marketing / Advertising, Human Resources in Economy, ICT Information and Communications Technologies
Published by: Друштво за економска, друштвена и културна научна истраживања – Економист
Keywords: emotional intelligence; users; market;
Summary/Abstract: The positive relationship between emotional intelligence and business success has been proven. Employees in all organizational units have different personal characteristics that they incorporate to the organization itself internally or express them externally in relations with users. However, new technological changes have brought new challenges that are reflected in all business segments, especially in those related to relations with users. In addition, technologies based on artificial intelligence represent an unexplored area and it is not known how they affect the emotional and rational side of the relationship with users.Therefore, this paper investigates the role of components of emotional intelligence (EI) such as: self-awareness, self-discipline, motivation, understanding and sociability, in relationship with users in the digital environment. The main goal is to explore and find out the role and importance of emotional intelligence in the function of supporting users, which would enable differentiation of the organization in the competitive market.
Journal: Економист
- Issue Year: 3/2024
- Issue No: 1
- Page Range: 47-60
- Page Count: 14
- Language: English, Serbian
