Employee emotional competence : construct conceptualization and validation of a customer-based measure
Cécile Delcourt, Dwayne D. Gremler, Allard C. R. van Riel, and Marcel J. H. van Birgelen
| Year of publication: |
February 2016
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|---|---|
| Authors: | Delcourt, Cécile ; Gremler, Dwayne D. ; Riel, Allard C. R. van ; Birgelen, Marcel van |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 1, p. 72-87
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| Subject: | employee emotional competence | emotional intelligence | service encounter | scale development | customer experience | Emotion | Intelligenz | Intelligence | Kompetenz | Competence | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Messung | Measurement | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670515590776 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011433201