𝔖 Bobbio Scriptorium
✦   LIBER   ✦

Linking retail sales commissions to customer service

✍ Scribed by Colletti, Jerome A. ;Murray, Leland T.

Book ID
112164035
Publisher
John Wiley and Sons
Year
1990
Weight
658 KB
Volume
9
Category
Article
ISSN
0277-8556

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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