𝔖 Bobbio Scriptorium
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Service competence as a key to customer trust

Book ID
118774660
Publisher
Gabler Verlag
Year
2008
Weight
426 KB
Volume
1
Category
Article
ISSN
1865-9381

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Linking service employees' emotional com
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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