29 K. Elsbach & P. Barr, Effects of mood on individuals’ use of structure decision protocols. Organization Science, 10 (2), 181-198, 1999 30 Joshua Freedman and Carina Fiedeldey-Van Dijk, Ph.D., 2003, Speaking out:
What Motivates Employees to be More Productive (www.6seconds.org) 31 HeartMath, 2003 32 Pesuric & Byham, 1996
33 F.W. Brown & D. Moshavi, Transformational leadership and emotional intelligence: a potential pathway for an increased understanding of interpersonal influence. Journal of Organizational Behavior, 26 , 867-871, 2005 34 Benjamin Schneider, “Understanding Customer Delight and Outrage,” Sloan Management Review Fall, 1999. Also see, T.O. Jones and W.E. Sasser, Jr., "Why Satisfied Customers Defect," Harvard Business Review, volume 73, November- December 1995, pp. 88-99 35 Jennings, S. and Palmer, B (2007), Enhancing Sales Performance Through Emotional Intelligence Development, Organisations & People, May 2007, Vol 14. No 2, and personal correspondence with Dr. Palmer. The salespeople in the study were selected because all were in the in the same revenue band starting at $460k/mo in sales. 36 Spencer & Spencer, 1993; Spencer, McClelland, & Kelner, 1997 (cited in Cherniss, 2003) 37 E.J. Rozell, C.E. Pettijohn & R.S. Parker (2006). Emotional Intelligence and Dispositional Affectivity as Predictors of Performance in Sales People. 38 Joshua Freedman, Case Study: Emotional Intelligence at the Sheraton Studio City Hotel, Six Seconds Consulting, 2003 39 M. Lloyd (2001). Emotional intelligence and Bass Brewers Ltd. Unpublished doctoral dissertation, Nottingham Business School, The Nottingham Trent University. 40 Richard C. Whiteley, The Customer Driven Company: Moving from Talk to Action (Reading, Massachusetts, Addison-Wesley, 1991 pp.9-10 (Based on a 1988 survey of 2,374 customers of 14 companies by the Forum Corporation) 41 Kate Cannon, 1999, Conference Proceedings, NexusEQ 2000 42 Seligman, M.E.P. (1990). Learned Optimism, New York: Knopf. 43 Joshua Freedman, Jayne Morrison, Andreas Olsson (2010), Leadership Success and Emotional Intelligence in the Middle East
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