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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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Die Kundenorientierung von Mitarbeitern : Schlüsselgröße für den Unternehmenserfolg
Thurau, Claudia - 2002
Persistent link: https://www.econbiz.de/10001663355
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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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Online-Reputationskompetenz von Mitarbeitern : mit Social-Media-Reputationsmanagement das Unternehmensimage stärken
Schaarschmidt, Mario (ed.); Walsh, Gianfranco (ed.);  … - 2019
Persistent link: https://www.econbiz.de/10011982482
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Strategic development of network structures that support learning and adaption
Gibbons, Deborah E. - In: Predator's game-changing designs : research-based tools, (pp. 19-42). 2009
Persistent link: https://www.econbiz.de/10003915936
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Online-Reputationskompetenz von Mitarbeitern : mit Social-Media-Reputationsmanagement das Unternehmensimage stärken
Schaarschmidt, Mario (ed.); Walsh, Gianfranco (ed.);  … - 2019
Die Reputation eines Unternehmens ist vermutlich dessen schützenswertestes Kapital. Sie ist fest mit dem Unternehmen … Arbeitgeber zurückfallen und dessen Reputation schädigen. Für Unternehmen ist dies ein schwer zu überschauendes und kaum …
Persistent link: https://www.econbiz.de/10012402255