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Keywords: Cognitive appraisal theory
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2017) 28 (1): 85–106.
Published: 20 March 2017
... in such emotionally charged service encounters (ECSEs) is crucial, considering the criticality of the encounter. Drawing on cognitive appraisal theory, this study proposes that two key competencies – employee emotional competence (EEC) and employee technical competence (ETC) – affect negative customer emotions...
