The emotional competence of service contact employees. Effects on rapport, customer satisfaction and loyalty

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Delcourt, Cécile; Van Riel, Allard; van Birgelen, Marcel et al.

2011 • Association Française du Marketing

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https://hdl.handle.net/2268/89185

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Disciplines :

Marketing

Author, co-author :

Delcourt, Cécile ; Université de Liège - ULiège > HEC-Ecole de gestion : UER > UER Management

van Birgelen, Marcel

Gremler, Dwayne

Language :

English

Title :

The emotional competence of service contact employees. Effects on rapport, customer satisfaction and loyalty

Publication date :

May 2011

Event name :

Association Française du Marketing

Event place :

Brussels, Belgium

Event date :

May 2011

Audience :

International

Available on ORBi :

since 18 April 2011

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