Delcourt, Cécile; Gremler, Dwayne D.; van Riel, Allard C.R. - In: Journal of Service Management 24 (2013) 1, pp. 5-24
Purpose – During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often leads to customer satisfaction and loyalty. However, these relationships have not been empirically examined. The...
