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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
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Rapport-building behaviors used by retail employees
Gremler, Dwayne D.; Gwinner, Kevin P. - In: Journal of retailing 84 (2008) 3, pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
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Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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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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Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu; Chi, Nai-Wen; Gremler, Dwayne D. - In: Journal of service research 22 (2019) 3, pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
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The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno; Walsh, Gianfranco; Brach, Simon; … - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 827-847
Persistent link: https://www.econbiz.de/10011779535