Peran kecerdasan Emosional Pustakawan dalam Meningkatkan Kualitas Layanan Informasi
DOI:
https://doi.org/10.31849/ftdg9b37Keywords:
Emotional Intelligence, Information Service Quality, Interpersonal Communication, Librarian, SERVQUAL ModelAbstract
The This article analyzes the catalytic role of librarians emotional intelligence in improving the quality of information services, in response to the demand for empathetic service in the era of information overload. This study uses qualitative research methods with a library research approach to synthesize and analyze relevant scientific literature. The result reveal three main findings: First, emotional intelligence (including self-awareness, self-regulation, empathy, social skills, and motivation) manifest in specific service behaviors that drive effective interactions. Second, emotional competence functions as an amplifier for librarian technical competencies, where technical expertise will have a greater impact if delivered through an empathetic attitude and good communication. Third, a strong convergence was found between the dimensions of emotional intelligence and the SERVQUAL service quality model, particularly in the dimensions of dimensions of empathy and assurance, indicating that service quality is fundamentally shaped by positive emotional interactions. The conclusion of this study affirms that emotional intelligence is not merely a complement, but a critical foundation and strategic lever in efforts to achieve prime information services. Therefore, the main recommendation is the need to systematically integrate emotional intelligence development programs into library professional training and coaching.
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