Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Year of publication: |
2011
|
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Authors: | Gabbott, Mark ; Tsarenko, Yelena ; Mok, Wai Hoe |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 14.2011, 2, p. 234-248
|
Subject: | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Wettbewerbsvorteil | Competitive advantage | Kundenintegration | Customer integration | Intelligenz | Intelligence |
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