It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical...

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...