Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

Author： Delcourt Cécile   Gremler Dwayne D.   Riel Allard C.R. van   Birgelen Marcel van  

Publisher： Emerald Group Publishing Ltd

ISSN： 1757-5818

Source： Journal of Service Management, Vol.24, Iss.1, 2013-03, pp. : 5-24

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