Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters

International Journal of Work Organisation and Emotion

Volumn 1, Issue 3, 2006, Pages 232-254

  Härtel, Charmine E J ^a   Gough, Helen ^b   Härtel, Günter F ^c  

^a MONASH UNIVERSITY   (Australia)

^b Tavis Consulting   (Australia)

^c CSL LIMITED   (Australia)

Author keywords

Customer service; Emotional climate; Emotional competence; Emotions; Satisfaction; Workgroups

Indexed keywords

EID: 34248506469     PISSN: 17408938     EISSN: 17408946     Source Type: Journal    
DOI: 10.1504/IJWOE.2006.010790     Document Type: Article

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