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Keywords: Emotional competence
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Journal Articles
Beyond chemistry: the role of employee emotional competence in personalized services
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2018) 32 (3): 346–359.
Published: 08 February 2018
...Jorge Matute; Ramon Palau-Saumell; Giampaolo Viglia Purpose This paper aims to investigate how employees’ emotional competences affect customers’ responses in the context of emotional-driven and personalized services. Specifically, it proposes a model to analyze the influence of employees...
