...), but surprisingly, the importance of emotion recognition in the service context has been relatively neglected. This study aims to address this research gap by examining the effects of service employees’ emotion recognition ability on their service performance. Previous research on service performance has...

... that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand...