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Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service management 24 (2013) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
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Service alliances between unequals : the apple does not fall far from the better tree
Bleijerveld, Jeroen F. J.; Gremler, Dwayne D.; Lemmink, Jos - In: Journal of service management 26 (2015) 5, pp. 807-822
Persistent link: https://www.econbiz.de/10011503593
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Paradigms in service research
Tronvoll, Bård; Brown, Stephen Walter; Gremler, Dwayne D. - In: Journal of service management 22 (2011) 5, pp. 560-585
Persistent link: https://www.econbiz.de/10009405818
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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
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Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C.R. van - In: Journal of service management 24 (2013) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10010087398
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Paradigms in service research
Tronvoll, Bård; Brown, Stephen W.; Gremler, Dwayne D.; … - In: Journal of service management 22 (2011) 5, pp. 560-586
Persistent link: https://www.econbiz.de/10009340257