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The emotional competence of service contact employees. Effects on rapport, customer satisfaction and loyalty
Delcourt, Cécile; Van Riel, Allard; van Birgelen, Marcel et al.
2011Association Française du Marketing
 

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Disciplines :
Marketing
Author, co-author :
Delcourt, Cécile  ;  Université de Liège - ULiège > HEC-Ecole de gestion : UER > UER Management
Van Riel, Allard 
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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