146 Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 9 Suhaila Al Hashemi University of Bahrain, Bahrain Zahra Haji University of Bahrain, Bahrain The Role of Emotional Intelligence in Knowledge- Enabled Customer Delight: A Case on Bahrain ABSTRACT As customers we would like to feel important when we enter a business, or buy a product. How much information given to us by the company plays an important role in strengthening brand loyalty and repeated visits. Expressing gratitude, concern, and understanding towards customers has proven to enhance customer satisfaction and thereon relationships with the business. Being able to respond to customers by providing technical support and knowledge about the product or service would lead to a more understanding customer. Most managers agree with the notion that they should focus on growing the lifetime value of their customer relationships. Knowledge enabled customers are more productive and improve the quality and services of businesses, whether directly or indirectly. The daily challenge of dealing effectively with emotions is critical to the human condition because human brains are hard wired to give emotions the upper hand. The higher the level of Emotional Intelligence (EI) displayed by employees, the more satisfed customers are with the experience. Empathizing with customers’ problems and allowing them to express their opinions enable organisations to improve and become much more effective. The objective of the chapter is to present the link between customer satisfaction, emotional intelligence, and knowledge management within the context of Bahrain. The research found a relationship between emotional intelligence, knowledge management, and customer satisfaction. National and corporate culture infuenced such relationship. The fndings of this research therefore add a new dimension (namely, national and corporate culture in the Gulf Region) to the con- cepts of emotional intelligence, knowledge management, and customer satisfaction. DOI: 10.4018/978-1-61350-089-7.ch009