Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Journal of Service Management

Volumn 24, Issue 1, 2013, Pages 5-24

  Delcourt, Cécile ^a   Gremler, Dwayne D ^b   Van Riel, Allard C r ^c   Van Birgelen, Marcel ^c  

^a UNIVERSITY OF LIÈGE   (Belgium)

^b BOWLING GREEN STATE UNIVERSITY   (United States)

^c RADBOUD UNIVERSITY   (Netherlands)

Author keywords

Customer loyalty; Customer satisfaction; Employee emotional competence; Rapport; Service encounter

Indexed keywords

EID: 84874579024     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564231311304161     Document Type: Article

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