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

By Hartel Charmine E.J.   Gough Helen   Hartel Gunter F.  

International Journal of Work Organisation and Emotion, Vol. 1, Iss. 3, 2006-09 ,pp. : 232-254

Inderscience Publishers

Access to resources Recommend Favorite

The effect of managerial practice on employee-perceived service quality: The role of emotional satisfaction

By Slåtten Terje  

Managing Service Quality, Vol. 19, Iss. 4, 2009-07 ,pp. : 431-455

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service role and outcome as moderators in intercultural service encounters

By SharmaPiyushSchool of Marketing   Curtin Business School   Curtin University   Bentley   Australia   TamJackie L.M.Department of Management and Marketing   Hong Kong Polytechnic University   Kowloon   Hong Kong   KimNamwoonDepartment of Management and Marketing   Hong Kong Polytechnic University   Kowloon   Hong Kong  

Journal of Service Management, Vol. 26, Iss. 1, 2015-03 ,pp. : 137-155

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Consumers' emotional responses to service encounters: the influence of the service provider

By Price Linda L   Arnould Eric J   Deibler Sheila L  

International Journal of Service Industry Management, Vol. 6, Iss. 3, 1995-03 ,pp. : 34-63

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Knowledge management in service encounters: impact on customers' satisfaction evaluations

By Guchait Priyanko   Namasivayam Karthik   Lei Pui-Wa  

Journal of Knowledge Management, Vol. 15, Iss. 3, 2011-05 ,pp. : 513-527

Emerald Group Publishing Ltd

Access to resources Recommend Favorite