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Service value revisited: Speci...
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Kompetenz
Beziehungsmarketing
17
Relationship marketing
16
Customer satisfaction
11
Dienstleistung
11
Service quality
11
Dienstleistungsqualität
10
Kundenzufriedenheit
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Marketing
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Consumer behaviour
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Customer service
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Dienstleistungsmarketing
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Konsumentenverhalten
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Kundenservice
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Emotion
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Services marketing
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Measurement
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Messung
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Services
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USA
4
United States
4
Bibliometrics
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Bibliometrie
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Customer services
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Employee emotional competence
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Product testing
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Theory
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Branding
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Cognitive appraisal theory
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Competence
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Competitive advantage
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Customer loyalty
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Customer value
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Deutschland
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Education
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Emotionally charged service encounters
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Employee technical competence
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Delcourt, Cécile
2
Gremler, Dwayne D.
2
Riel, Allard C. R. van
2
Birgelen, Marcel van
1
De Zanet, Fabrice
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Journal of service management
1
Journal of service research : JSR
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ECONIS (ZBW)
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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
Saved in:
2
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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