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subject:"Messung"
~person:"Delcourt, Cécile"
~source:"econis"
~subject:"Cognition"
~subject:"Dienstleistungsqualität"
~subject:"Intelligenz"
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Messung
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Customer service
2
Emotion
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Arbeitskräfte
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Cognitive appraisal theory
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Emotionally charged service encounters
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Employee emotional competence
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Delcourt, Cécile
Heckman, James J.
29
Ugoani, John
17
Humphries, John Eric
16
Prentice, Catherine
16
Woessmann, Ludger
14
Gill, David
12
Ashkanasy, Neal M.
10
Cobb-Clark, Deborah A.
10
Borghans, Lex
9
Cunha, Flávio
9
Hanushek, Eric Alan
9
Singh, Prakash
9
Usman, Osly
9
Boyatzis, Richard E.
8
Furnham, Adrian
8
Gerli, Fabrizio
8
Kappagoda, U.W.M.R. Sampath
8
Luu Trong Tuan
8
Prowse, Victoria
8
Higgs, Malcolm
7
Humphrey, Ronald H.
7
Jarboui, Anis
7
Laxminarayan, Ramanan
7
Mani, Subha
7
Nandi, Arindam
7
Schennach, Susanne M.
7
Bonesso, Sara
6
Cunha, Flavio
6
Das, Jishnu
6
Dulewicz, Victor
6
Gunkel, Marjaana
6
Jordan, Peter
6
Kosse, Fabian
6
Laucht, Manfred
6
Lin, Dajun
6
Ruhm, Christopher J.
6
Sankhil Lamkang, Anjana
6
Schils, Trudie
6
Schurer, Stefanie
6
Siddiqui, Danish Ahmed
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Journal of service management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
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An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
2
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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