An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet and Allard C.R. van Riel
| Year of publication: |
2017
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|---|---|
| Authors: | Delcourt, Cécile ; Gremler, Dwayne D. ; De Zanet, Fabrice ; Riel, Allard C. R. van |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 28.2017, 1, p. 85-106
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| Subject: | Cognitive appraisal theory | Emotionally charged service encounters | Employee emotional competence | Employee technical competence | Negative customer emotions | Emotion | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Kompetenz | Competence | Kundenservice | Customer service | Qualifikation | Occupational qualification | Arbeitskräfte | Workforce | Kundenzufriedenheit | Customer satisfaction | Intelligenz | Intelligence |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-12-2015-0407 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011654988