Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Year of publication: |
2013
|
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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 |
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