𝔖 Bobbio Scriptorium
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A Hospital Food Service Program to Improve Customer Service and Consumer Satisfaction Scores

✍ Scribed by B.C. Bernstein; C.P. Winston; M. Atkins; J. Caddy

Book ID
113674546
Publisher
Elsevier Science
Year
2011
Tongue
English
Weight
77 KB
Volume
111
Category
Article
ISSN
0002-8223

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## Abstract This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a two‐level model in which se