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An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry
Bharwani, Sonia; Jauhari, Vinnie - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 823-843
Persistent link: https://www.econbiz.de/10010125925
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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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The relationship between employees’ competences and the consequences and manner of exercising emotional labour (EL)
Springer, Agnieszka; Oleksa, Karolina - In: Contemporary economics 11 (2017) 1, pp. 17-30
Many job posts require one to display emotions specified by organisational standards. Such work is referred to as emotional labour (EL) and consists in producing particular emotional reactions in contacts with a customer as well as suppressing the actual emotional reactions that could be seen...
Persistent link: https://www.econbiz.de/10011632580
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Investigating the key routes to customer delight
Barnes, Donald C.; Ponder, Nicole; Dugar, Kranti - In: Journal of marketing theory and practice 19 (2011) 4, pp. 359-375
Persistent link: https://www.econbiz.de/10009383578
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Linking leaders' emotional intelligence competencies and employees' creative performance and innovative behaviour : evidence from different nations
Khalili, Ashkan - In: International journal of innovation management 20 (2016) 7, pp. 1650069-1-22
Persistent link: https://www.econbiz.de/10011620595
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Why is employees' emotional intelligence important? : the effects of EI on stress-coping styles and job satisfaction in the hospitality industry
Jung, Hyo Sun; Yoon, Hye Hyun - In: International journal of contemporary hospitality management 28 (2016) 8, pp. 1649-1675
Persistent link: https://www.econbiz.de/10011613983
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Moderating role of hotel employees' gender and job position on the relationship between emotional intelligence and emotional labor
Jung, Hyo Sun; Yoon, Hye Hyun - In: International journal of hospitality management 43 (2014), pp. 47-52
Persistent link: https://www.econbiz.de/10010427934
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The impact of emotional intelligence on employee performance and employee engagement : mediating role of job satisfaction
Naz, Shumaila; Li, Cai; Salah ud din Khan, Hira; Rafiq, … - In: Middle East journal of management : MEJM 6 (2019) 5, pp. 574-596
Persistent link: https://www.econbiz.de/10012154257
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The effects of emotional intelligence in employees performance
Rexhepi, Gadaf; Berisha, Besar - In: International journal of business and globalisation : IJBG 18 (2017) 4, pp. 467-479
Persistent link: https://www.econbiz.de/10011800544
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Moderating role of job autonomy and supervisor support in trait emotional intelligence and employee creativity relationship
Jafri, Md. Hassan - In: Vision : the journal of business perspective 22 (2018) 3, pp. 253-263
Persistent link: https://www.econbiz.de/10011920180