Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure

Journal of Service Research

Volumn 19, Issue 1, 2016, Pages 72-87

  Delcourt, Cécile ^a   Gremler, Dwayne D ^b   van Riel, Allard C R ^c   van Birgelen, Marcel J H ^c  

^a UNIVERSITY OF LIÈGE   (Belgium)

^b BOWLING GREEN STATE UNIVERSITY   (United States)

^c RADBOUD UNIVERSITY   (Netherlands)

Author keywords

customer experience; emotional intelligence; employee emotional competence; scale development; service encounter

Indexed keywords

EID: 84952802995     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670515590776     Document Type: Article

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