Study of the Influence of Emotional Intelligence on the Decision Making Process of Client Managers on the Case of Sberbank

In the past few decades the technology development in the Russian banking sector has increased the pressure to provide quality and competitive services. Client managers are the critical link in providing excellent customer service and direct contact with them. Literature review has shown that the relationship between emotional intelligence and decision making process has not been practically studied. Especially if we are talking about Russian reality in the banking sector. This determines the relevance of the study. The main goal of the master's thesis is to investigate the influence of emotional intelligence on the decision making process of client managers in Sberbank. The main sources of information are the databases ProQuest, Scopus and Web of Science. The method of collecting information implies spreading online questionnaire to Sberbank employees, as well as carrying out an in-depth interview with the director of client managers. The results obtained can be useful for banks and other organizations that provide a certain range of customer services if they seek to understand the psychological needs of client managers and make significant changes in the decision making process.