Doucet, Lorna; Shao, Bo; Wang, Lu; Oldham, Greg R. - In: Journal of Service Management 27 (2016) 3, pp. 320-338
Purpose – Previous research has demonstrated the importance of emotion recognition ability in negotiations and leadership, but scant research has investigated the role of emotion recognition ability in service contexts. The purpose of this paper is to propose and test a compensatory model in...
