Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Cécile Delcourt; Dwayne D. Gremler; Allard C. R. van Riel and Marcel van Birgelen
| Year of publication: |
2013
|
|---|---|
| Authors: | Delcourt, Cécile ; Gremler, Dwayne D. ; Riel, Allard C. R. van ; Birgelen, Marcel van |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 24.2013, 1, p. 5-24
|
| Subject: | Dienstleistungsberufe | Service workers | Qualifikation | Occupational qualification | Emotion | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistung | Services | Friseurhandwerk | Hairdressing industry |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009728608