Linking service employees' emotional competence to customer satisfaction: a multilevel approach

By A. Giardini, Michael Frese. 2008

136 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a17f398a6daed3b5f0b39be1aee22971c996a682

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, methodology): “, 2008), only a few studies have examined EEC in customer – employee interactions in service encounters (Giardini and Frese, 2008; Härtel et al., 1999; Kernbach and Schutte, 2005; Weng, 2008).”
Enhancing emotional performance and customer service through human resources practices: A systems perspective ☆ (2016, unknown): “…intelligence and emotional performance (Gabbott, Tsarenko, & Mok, 2011; Lopes et al., 2004), with evidence demonstrating that emotional intelligence is the strongest predictor of performance (Joseph & Newman, 2010) and customer satisfaction (Giardini & Frese, 2008) in emotional labor jobs.”
Alleviating the Burden of Emotional Labor (2013, background): “Organizations have good reason for requiring their employees to perform emotional labor (Giardini & Frese, 2008).”
Team Emotional Intelligence and Performance (2012, background): “…EI, such as MSCEIT, may reflect EI capacity of individuals, and that self-reported measures of EI may reflect typical EI behaviors of individuals (Giardini & Frese, 2008), studying the presumably differential impacts of the two measures on team performance would have been ideal (Joseph & Newman,…”
Employee Emotional Competence (2016, background): “Emotional competence (EC) refers to the manifestation of emotionally competent behaviors (Giardini and Frese 2008; Seal and Andrews-Brown 2010; Zeidner, Matthews, and Roberts 2004) that reflect emotional intelligence (EI) or ‘‘the ability to perceive accurately, appraise, and express emotion; the…”
Relationships between Emotional Labor, Job Performance, and Turnover. (2011, unknown): “…and is closely linked to indicators of employee well-being (Grandey, 2000; Hochschild, 1983), customer outcomes such as satisfaction and loyalty (Giardini & Frese, 2008; Grandey, 2000; Grandey, Fisk, Mattila, Jansen, & Sideman, 2005; Hennig-Thurau, Groth, Paul, & Gremler, 2006), and ultimately,…”
Positive organizational behavior: Engaged employees in flourishing organizations (2008, background): “This special issue is devoted to a selected number of exciting POB studies that each tap into an interesting direction in which POB research might go. Giardini and Frese (2008) follow a multi-level”