Figure 1
A diagram of a research model illustrating the relationships between employee competencies, customer emotional state, and customer responses. The diagram includes several key components: Employee Professional Competence, Employee Emotional Competence, Context, Customer Emotional State, and Customer Responses. Employee Professional Competence and Employee Emotional Competence are shown to influence Customer Emotional State, which in turn affects Customer Responses. The diagram also includes hypotheses labeled H1, H2, H3, and H4, indicating the predicted relationships between these components. Control for Customer Mood is noted at the bottom. The studies associated with each component are also indicated: Study 3 for Employee Professional Competence, Studies 2, 3, and 4 for Employee Emotional Competence, Study 4 for Context, Study 4 for Customer Emotional State, and Studies 2, 3, and 4 for Customer Responses.Research model with hypotheses. Source: Figure by the authors