## 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
Linking Situational Constraints to Customer Satisfaction in a Service Environment
✍ Scribed by Vicente Martínez-Tur; José M. Peiró; José Ramos
- Book ID
- 109049434
- Publisher
- John Wiley and Sons
- Year
- 2005
- Tongue
- English
- Weight
- 103 KB
- Volume
- 54
- Category
- Article
- ISSN
- 0269-994X
No coin nor oath required. For personal study only.
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