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Journal Articles

An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

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Cécile Delcourt, Dwayne D. Gremler, Fabrice De Zanet, Allard C.R. van Riel
Journal: Journal of Service Management
Journal of Service Management (2017) 28 (1): 85–106.
https://doi.org/10.1108/JOSM-12-2015-0407
Published: 20 March 2017
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Journal Articles

Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

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Cécile Delcourt, Dwayne D. Gremler, Allard C.R. van Riel, Marcel van Birgelen
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (1): 5–24.
https://doi.org/10.1108/09564231311304161
Published: 08 March 2013
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