Work

The role of employee emotional competence in service recovery encounters

Year: 2018

Type: article

Study design: Observational Study

Source: Journal of Services Marketing

DOI: 10.1108/jsm-07-2017-0237

Authors: Teresa Fernandes, Marta Morgado, Maria Antónia Rodrigues

Institutions: Universidade do Porto, Centro de Estudos Organizacionais e Sociais, Universidade Técnica do Porto

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W2899795099

FWCI: 5.786

Cites: 113

Cited by: 53

Related to: 10