The role of employee emotional competence in service recovery encounters
Purpose Employees' emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the context of service recovery, these skills are especially important and allow employees to influence consume...
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| Other Authors: | , |
| Format: | article |
| Language: | eng |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://hdl.handle.net/10216/118278 |
| Country: | Portugal |
| Oai: | oai:repositorio-aberto.up.pt:10216/118278 |