The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Year of publication: |
2013
|
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Authors: | Lee, Jung-hyun ; Kim, Min-su ; Jeon, Aeeun |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 7.2013, 4, p. 665-686
|
Subject: | Emotional intelligence | Service recovery | Organizational loyalty | Südkorea | South Korea | Emotion | Intelligenz | Intelligence | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
Extent: | graph. Darst. |
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Type of publication: | Article |
Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Notes: | Systemvoraussetzung: Acrobat Reader |
Other identifiers: | 10.1007/s11628-012-0181-7 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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