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

Author： Hartel Charmine E.J.   Gough Helen   Hartel Gunter F.  

Publisher： Inderscience Publishers

ISSN： 1740-8938

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

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