Review of Economics and Development Studies Vol. 5, No 4, 2019 623 Volume and Issues Obtainable at Center for Sustainability Research and Consultancy Review of Economics and Development Studies ISSN:2519-9692 ISSN (E): 2519-9706 Volume 5: No. 4, 2019 Journal homepage: www.publishing.globalcsrc.org/reads Mediating Impact of Emotional Intelligence Competencies on the Relationship of Conflict Management Styles and Service Quality of Higher Education: A Pakistan Based Study 1 Umair Asghar, 2 Khalid Pervaiz 1 Ph.D. Scholar (Management Sciences) at Hajvery University Lahore. umairscholar@gmail.com 2 Dean, Faculty of Management Sciences, Hajvery University Lahore. khalidpervaiz@hu.edu.com ARTICLE DETAILS ABSTRACT History Revised format: 30 Nov 2019 Available Online: 31 Dec 2019 This quantitative, investigation was to explore mediating impact of emotional intelligence competencies on the relationship between conflict management styles and service quality of higher education. In this study, multi-stage cluster sampling technique was applied for the selection of sample whereas SPSS was used for testing the hypothesis which measures the direct and indirect effect. Structured questionnaires were used for data collection which comprised of 5 points Likert scale. The findings proved partial mediation to emotional intelligence competencies between the relationship of conflict management styles and service quality of higher education which indicates higher the emotional intelligence competency the staff has, would have the higher the ability to resolve day to day conflicts. The research suggests that faculty and staff training programs, workshops to improve service quality would help to narrow the gap between customer’s perceptions and expectations. © 2019 The authors, under a Creative Commons Attribution-Non Commercial 4.0 Keywords Conflict Management Styles; Emotional Intelligence Competencies; Service Quality of Higher Education JEL Classification: D74, D79, L15, L19 Corresponding author’s email address: umairscholar@gmail.com Recommended citation: Asghar, U. and Pervaiz, K., (2019). Fragility Mediating Impact of Emotional Intelligence Competencies on the Relationship of Conflict Management Styles and Service Quality of Higher Education: A Pakistan Based Study. Review of Economics and Development Studies, 5 (4), 623-636 DOI: 10.26710/reads.v5i4.879 1. Introduction The educational system in Pakistan is not very encouraging (Rasool, 2007). We cannot change the education system to change the quality of educational services. This persistent low quality problem has made the institutional environment more hostile and violent. The causes of poor quality differ greatly in services and products. The main causes of service failure are lack of leadership, care or kindness, lack of training or anxiety (Sallis, 2014). Higher education institutions (HEIs) are therefore crucial to meeting the challenges of a rapidly changing world (Haider, 2008). According to Luan (2011), the higher education sector has not responded to the needs of society and the economy for two decades because it is growing rapidly, neglecting and neglecting the quality assurance mechanisms cited (Hilman et al., 2017). Another group of scholars argue that educational services are generally intangible and measurable because outcomes translate into student transformation, characteristics, knowledge and behavior (Tsinidou et al., 2010). Due to the consistency of the product, the quality of services is a major concern for education. Education has been shown to play a key role in the creation of human capital. This will increase people's