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| Author: | Giardini, A. Frese, M. |
| Title: | Linking service employees' emotional competence to customer satisfaction: a multilevel approach |
| Journal: | Journal of Organizational Behavior
2008 : FEB, VOL. 29:2, p.155-170 |
| Index terms: | organizational behaviour service quality consumer satisfaction customer relations employees emotions competencies |
| Freeterms: | performance |
| Language: | eng |
| Abstract: | This paper presents a new model how to service employeesÂ’ emotional competence (hereafter as EC) is related to customer satisfaction. The hypotheses of this model were empirically tested in a study of 53 bank consultants and 394 customers. The results mainly supported the hypotheses about the linkage between EC and positive effect of service encounters. The role of positive organizational behavior is the key to understanding the importance of EC in customer service situations. |
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